Journal article Open Access

Effect of Service Quality on Customer Satisfaction Prepaid Electricity at PT PLN (Persero) Region S2JB Palembang area, Rayon Mariana

Dina Nirwana Asri Putri; Zakaria Wahab; Ahmad Widad

Sponsor(s)
Blue Eyes Intelligence Engineering & Sciences Publication (BEIESP)

This study aims: (1) To determine impact of service quality, covers tangibles, reliability, assurances, responsiveness and emphaty simultanly to prepaid electricity customer satisfaction and (2) To determine impact of service quality, covers tangibles, reliability, assurances, responsiveness and emphaty partially to prepaid electricity customer satisfaction at PT. PLN (Persero) Region S2JB Rayon Mariana Palembang Area. The study design used is conclusive. The samples used were 100 respondens. To measure the influence between variables, used multiple linear regression and to test the hypotheses used to test the hypothesis F and t. Results of the study are: (1) There is a signifikan effect on tangibles, reliability, assurances, responsiveness and emphaty simultanly to prepaid electricity customer satisfaction, (2) There is no signifikan effect on tangibles to prepaid electricity customer satisfaction, and (3) There is a signifikan effect on reliability, assurances, responsiveness and emphaty partially to prepaid electricity customer satisfaction at PT. PLN (Persero) Region S2JB Rayon Mariana Palembang Area. 

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