Risdah, Risdah (2019) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. PLN (PERSERO) UNIT LAYANAN PELANGGAN KAREBOSI DI KOTA MAKASSAR UTARA. Diploma thesis, UNIVERSITAS NEGERI MAKSSAR.
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Abstract
ABSTRACK RISDAH, 2019. “Effect of Service Quality on Customer Satisfaction at PT. PLN (Persero) Karebosi Customer Service Unit in North Makassar City”. Thesis of the Faculty of Economics, Makassar State University, gulded by Anwar and Abd. Muis Dilla. This study aims to determine the effect of service quality on customer satisfaction at PT. PLN (Persero) Karebosi Customer Service Unit in North Makassar City. The dimensions of service quality quality consist of Tangble (X1), Reabilty (X2), Responsiveness (X3), Assurance (X4) and Empathy (X5) This type of research is quantitative which is explanatory in nature. The population with a total of 356,896 customers. The sampling technique used was random sampling with a total sample of 100 respondents. Data collection is done by distributing questionnaires directly to customers. The data obtained was processed using SPSS 21 softwore and then analyzed through instrument testing, multiple regression tests and hypothesis testing. The results of this study show that service quality simultaneously has a significant effect on customer satisfaction. Then partially responsiveness, assurance, and empathy have an effect on customer satisfaction. The dominant variable is empathy. Keyword: Tangble, Reability, Responsiveness, Assurance, Empathy, and Customer Sarisfaction
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | FAKULTAS EKONOMI > Manajemen |
| Divisions: | FAKULTAS EKONOMI |
| Depositing User: | UPT PERPUSTAKAAN UNM |
| Date Deposited: | 26 Jul 2019 02:26 |
| Last Modified: | 26 Jul 2019 02:26 |
| URI: | http://eprints.unm.ac.id/id/eprint/14277 |
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