TA DIGITAL
Analisis Pengaruh Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan pada PT. PLN (Persero) Area Tegal
This research aims to determine and analyze how much influence the quality of service to the level of satisfaction felt by customers who use services of PT. PLN (Persero) Tegal Area.
The methods of data collection used in this research are the method of observation, interviews, and questionnaires using a numeric scale with 10 point scale and method of determination of the sample used was accidental sampling of as many as 100 samples. The method of analysis were used multiple linear regression methods.
The results showed that the quality of service which consists of Realibility (X1), Responsiveness (X2), Assurance (X3), Emphaty (X4) and Tangible (X5) together have a positive influence. Where the regression equation Y= 0,220X1 + 0,219X2 + 0,204X3 - 0,195X4 + 0,383X5 + e. In addition, the F test found that service quality has a significant effect on customer satisfaction with a significance level of 0.000 or 0%. However, based on partial test (t), all variables have a significant effect on customer satisfaction with a significant level for Realibility of 0,015 or 1.5%; Responsiveness of 0.011 or 1,1%; Assurance of 0.016 or 1,6%; Emphaty of 0.034 or 3,4% and Tangible of 0.000 or 0.0%.
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