PENGARUH KUALITAS PELAYANAN PELANGGAN TERHADAP KEPUASAN PELANGGAN PLTA DI DESA LUBUK PUNGGUK KECAMATAN JANGKAT, KABUPATEN MERANGIN TAHUN 2020

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MUKHLIS YUNUS

Abstract

This study aims to determine the effect of customer service quality on customer satisfaction for hydropower plants in Lubuk Pungguk Village, Jangkat District, Merangin Regency in 2020. To see an illustration oof thee effec of custtomer servie qualit non custtomer sattisfaction.  Thiss typpe orf research is a surve research with a quantitative approach.  The poppulation in this study were the electricity custommers nof PLTA in Lubuk Pungguk Village, Jangat District, Merangin Regency.  With the number of respondents taken as many as 92 respondents, obtained through incidental sampling technique.  Data colection its donne by giving a quastionnaire given to electricity users.  They datta analysisi used is the SEM analysis approach method.  Based on the research results, the influence of customer service quality has an effect on the significance of customer satisfaction, with a T statistical significance test of 24.636, greater than the original sample 0.858 with a significance of 0.000. < 0.05.  It shows that service quality has a significant effectoncustomersatisfaction.


 

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References

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