INFLUENCE OF SERVICE QUALITY DIMENSION OF CUSTOMER SATISFACTION ON CUSTOMER PREMIUM PT. PLN (PERSERO) UP3 (CUSTOMER SERVICE IMPLEMENTATION UNIT) IN PADANG

Main Article Content

Irsyad Dunnas

Abstract

This study aims to analyze and determine the Effect of Service Quality Dimensions on Customer Satisfaction on Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. Data collection techniques used are documentation, interviews and questionnaires. The type of data is qualitative data which is used as quantitative data with primary data sources. The population used in this study were premium customers of PT. PLN UP3 (Customer Service Implementing Unit) Padang as many as 151 customers with a sample using simple random sampling using the slovin formula, the number of samples in this study was 60 customers. The data analysis method in this study uses descriptive analysis, multiple linear regression analysis, coefficient of determination, and hypothesis testing t test and F test. The results of this study indicate that: 1.Reliability partially has a positive and significant effect on customer satisfaction at Premium Customers PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 2. Responsiveness partially has a positive and significant effect on customer satisfaction at Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 3. The partial guarantee has a positive and significant effect on customer satisfaction at Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 4. Empathy partially has a positive and significant effect on customer satisfaction at Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 5. Partial physical evidence has a positive and significant effect on customer satisfaction at Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 6. Reliability (X1 ), responsiveness (X2 ), assurance (X3 ), empathy (X4 ) and physical evidence (X5 ) simultaneously have a positive and significant effect on customer satisfaction at Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit ) Padang.

Article Details

How to Cite
Dunnas, I. (2022). INFLUENCE OF SERVICE QUALITY DIMENSION OF CUSTOMER SATISFACTION ON CUSTOMER PREMIUM PT. PLN (PERSERO) UP3 (CUSTOMER SERVICE IMPLEMENTATION UNIT) IN PADANG. INTERNATIONAL CONFERENCE ON GLOBAL EDUCATION, 837-850. Retrieved from https://ejurnal.unespadang.ac.id/index.php/ICGE/article/view/167
Section
ECONOMICS, MANAGEMENT, AND ACCOUNTING (ICGE IX)

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