DIMENSI KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN PLN ULP BIREUEN

 ABSTRAK 

Penelitian ini bertujuan menguji pengaruh dimensi kualitas layanan (Tangibility, Reliability, Responsiveness, Assurance dan Empathy) terhadap kepuasan pelanggan. Adapun yang menjadi objek penelitian ini adalah Tangibility, Reliability, Responsiveness, Assurance dan Empathy dan kepuasan pelanggan PT. PLN ULP Bireuen. Metode analisis data dalampenelitian ini menggunakan motode regresi linear berganda, dengan jumlah responden sebanyak 100 pelanggan PT. PLN ULP Bireuen. Hasil penelitian menunjukkan bahwa hanya variabel Tangibility (X1), Assurance (X4) dan Empathy (X5) yang berpengaruh positif dan signifikan. terhadap kepuasan pelanggan PT. PLN ULP Bireuen. Sedangkan Reliability (X2) dan Responsiveness (X3) berpengaruh positif dan tidak signifikan terhadap kepuasan pelanggan PT. PLN ULP Bireuen.


DAFTAR PUSTAKA :

MULYADI, Mulyadi. DIMENSI KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN PLN ULP BIREUEN. Jurnal Real Riset, 2020, 2.4: 20-31.

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