TA DIGITAL
Pengaruh kualitas pelayanan pembayaran rekening listrik terhadap kepuasan pelanggan Pada PT.PLN (persero) UPJ Borobudur
PT. PLN (Persero) as a monopoly company tries to increase it service to its customers. One of the efforts is the service quality when the customers pay their electric bill.
This research aims at knowing the influence of payment service quality of electric bill.
The method of collective data are observation, literature review, interview and questionnaire.
The result says that : (1) Tangibles, Reliability, Responsiveness, Assurance, and Emphaty Variables gave significant influence toward the customer of PT. PLN (Persero) UPJ Borobudur. It is shown by the calculation of number t bigger than t table; (2) According to F test, the writer got the calculation of F is 30,687 bigger than F table 2,32 which means that tangibles, reliability, responsiveness, assurance, and empathy variables are working together to influence the customers satisfaction of PT. PLN (Persero) UPJ Borobudur; (3) The result of Determination Coefficient Calculation (R Square) is 0,620 or 62% of increasing customers satisfaction, is influenced by the service quality which consists of tangibles, reliability, responsiveness, assurance, and empathy. Whereas the other 38% is influenced by another variable which is not be observed by the writer.
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