TA DIGITAL
Pengaruh pelayanan prima terhadap kepuasan pelanggan pada PT. PLN (persero) Rayon Semarang Selatan
THE INFLUENCE OF EXCELLENT SERVICE TO THE CUSTOMERS SATISFACTION AT PT PLN (PERSERO) RAYON SEMARANG SELATAN
This study aimed to analyze the influence of excellent service to the customers satisfaction and to analyze the most dominant variable influencing customers satisfaction at PT PLN (Persero) Rayon Semarang Selatan.
The sample used in this study involved 100 respondent. As for the sampling method, it is by using incidental sampling. Methods of data analysis used is a quantitative analysis using the test validity, reliability test, test t, F test, the coefficient of determination, and multiple linear regression analysis.
The results of multiple linear regression analysis equation indicate that these four variables the ability, attitude, attention,and responsibility have effect to the customers satisfaction. while two variables the appearance and action have not effect to the customers satisfaction. The coefficient of determination is generated is of 0,524 means 52,4% variable changes customers satisfaction is explained by a change of variable ability, attitude, appearance, attention, action, and responsibility, while the rest of 47,6% is explained by other variables that are not included in this research. Based on the calculation of the F test obtained by value 17.070 with significant value 0.000, because the significant value of less than 0,05 and F count > F table then in jointly variable excellent service (ability, attitude, appearance, action, responsibility) have an influence on customer satisfaction. Of the six variables (ability, attitude, appearance, attention, action and responsibility) that have been tested the most dominant variable influencing customers satisfaction at PT PLN (Persero) Rayon Semarang Selatan is attention.
Keyword: Excellent Service, Ability, Attitude, Appearance, Attention, Action, Responsibility, Customers Satisfaction
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