ANALISIS PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN PADA UNIT LAYANAN PELANGGAN (ULP) MARIANA PT. PLN (PERSERO) UNIT PELAKSANA PELAYANAN PELANGGAN (UP3) PALEMBANG

Abstract

This research is entitled "Analysis of the Influence of Service Quality on Customer Satisfaction at PT. PLN (Persero) UP3 Palembang”. This study aims to find out and analyze how much influence the quality of service has on the level of satisfaction felt by customers who use the services of PT. PLN (Persero) UP3 Palembang. The model used in this study is the method of observation, interviews, questionnaires, and literature study using a Likert scale and the method of determining the sample used is accidental sampling of 92 samples. The analytical method used is multiple linear regression method. The results showed that service quality consisting of Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4), and Tangible (X5) together had a positive influence. Where is the regression equation Y = 13.018 + (-151 X1) +0.200 X2 + 0.102 X3 + (-066 X4) +(-133 X5) + 2.574. In addition, the F test shows that service quality has a significant influence on customer satisfaction with a significance level of 0.436 or 4.36%. However, based on the partial test (t), all variables have no significant effect on customer satisfaction with a significant level.