DIMENSI KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN PLN ULP BIREUEN

Mulyadi Mulyadi

Abstract


Penelitian ini bertujuan menguji pengaruh dimensi kualitas layanan (Tangibility, Reliability, Responsiveness, Assurance dan Empathy) terhadap kepuasan pelanggan.Adapun yang menjadi objek penelitian ini adalahTangibility, Reliability, Responsiveness, Assurance dan Empathydan kepuasan pelanggan PT. PLN ULP Bireuen. Metode analisis data dalam penelitian 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.

Kata kunci: Dimensi Kualitas Layanan dan Kepuasan Pelanggan


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DOI: https://doi.org/10.47647/jrr.v2i4.286

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