Pengaruh Kualitas Layanan dan Keluhan Pelanggan Terhadap Kepuasan Pelanggan PT. PLN (Persero) ULP Ampera Palembang
DOI:
https://doi.org/10.31851/jmwe.v21i3.12859Abstract
ABSTRAK
Penelitian bertujuan mengetahui seberapa besar pengaruh kualitas layanan dan keluhan pelanggan terhadap kepuasan pelanggan pada PT. PLN (Persero) ULP Ampera Palembang. penelitiain ini menggunaikain metode penelitiain Aisosiaitif/kuaintitaitif untuk mengukur vairiaibel bebais dain vairiaibel terikait. Populasi dan sampel dalam penelitian ini pelanggan yang diberikan pelayanan sebanyak 29.738 oraing pelanggan rumah tangga tarif 900 Va di PT. PLN (Persero) ULP Aimperai Palembang. Untuk teknik pengumpulan data menggunakan kuesioner dan dokumentasi. Berdasarkan data perhitungan statistik secara simultan atau bersama-sama antara variabel Kualitas Layanan (X1) dan Keluhan Pelanggan (X2) Terhadap Kepuasan Pelanggan (Y) di peroleh nilai signifikan 0,000 < 0,05. Maka dapat di simpulkan bahwa secara simultan terdapat pengaruh signifikan antara Kualitas Layanan (X1) dan Keluhan Pelanggan (X2) Terhadap Kepuasan Pelanggan (Y) pada PT. PLN (Persero) ULP Ampera Palembang.
Kata Kunci: Kualitas layanan, Keluhan Pelanggan, Kepuasan Pelanggan.
ABSTRACT
The study aims to determine the extent of the influence of service quality and customer complaints on customer satisfaction at PT. PLN (Persero) ULP Ampera Palembang. This research utilized an Associative/Quantitative research method to measure the relationships between independent and dependent variables. The population and sample for this study were 29,738 customers from household tariff 900 VA category who received services from PT. PLN (Persero) ULP Ampera Palembang. Data collection techniques involved the use of questionnaires and documentation. Based on statistical calculations, a simultaneous or combined analysis of the variables Service Quality (X1) and Customer Complaints (X2) towards Customer Satisfaction (Y) resulted in a significant value of 0.000 < 0.05. Therefore, it can be concluded that there is a simultaneous significant influence between Service Quality (X1) and Customer Complaints (X2) towards Customer Satisfaction (Y) at PT. PLN (Persero) ULP Ampera Palembang.
Keywords : Service Quality, Customer Complaints, Customer Satisfaction.
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