Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Pengguna Listrik Prabayar pada PT PLN (Persero) Area Lubuk Pakam

Abstract

PT. PLN (Persero) realized that the public is getting their dependence on electricity, therefore PT. PLN (Persero) continues to conduct various studies for improving services by offering a variety of service programs. Forms of service innovation created by PT. PLN (Persero) is to issue Prepaid Electricity program. The purpose of this study was to determine the effect of variable quality service consisting of tangible, reliability, responsiveness, assurance, and empathy, to customer satisfaction. This research is a type of associative research with quantitative approach. This research collects empirical evidence. The population in this study is the customer service users Prepaid Electricity in the city Lubuk Pakam. The number of respondents surveyed in this study of 100 respondent. Based on the results of data processing using linear regression method with SPSS software, known variable tangible, reliability, responsiveness, assurance, and empathy, had a simultaneous significant influence, to customer satisfaction. Known, partial, variable tangible, reliability, and assurance, positive and significant impact, to customer satisfaction. Meanwhile, the partial effect of variable responsiveness and empathy, positive effect on customer satisfaction, but not significant.