| dc.description.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. | en_US |
