PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. PLN (PERSERO) CABANG KECAMATAN PAYA PASIR MEDAN
Azwar Anas Manurung dan Citra wahyuni
Abstract
This study aims to determine the effect of service quality on customer satisfaction at PT. PLN (Persero) Paya Pasir sub-district branch. This type of research is a quantitative research.
The analyzing method use statistic method with SPSS 20 where data the sample is of While the number of samples taken as respondents by using the Slovin formula was 77.06 samples which were rounded up to 77 respondents.
The results of simple linear regression analysis that show Y = 5.309 + 0.685X + e. While the results of the test (t) or partial test show that the quality of service has a positive and significant effect on customer satisfaction, which can be seen from the quality of service t count 16.660 > t table 1.9921. The result of the coefficient of determination (R2) in the value of R square (R2) is 0.787 (78.7%). So it can be said that 78.7.% of the variable variation is the quality of service in this model has a contribution to the customer satisfaction variable at PT. PLN. While the remaining 21.3% is influenced by other variables outside the model.
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