Effect of Service Quality on Customer Satisfaction Prepaid Electricity at PT PLN (Persero) Region S2JB Palembang area, Rayon Mariana
Dina Nirwana Asri Putri1, Zakaria Wahab2, Ahmad Widad3
1Dina Nirwana Asri Putri*, Student postgraduate Magister Management at sriwijaya university, Indonesia.
2Zakaria Wahab, Lecturer of Economic Faculty at Sriwijaya University Indonesia.
3Ahmad Widad, Lecturer of Economic Faculty at Sriwijaya University Indonesia.
Manuscript received on August 04, 2019. | Revised Manuscript received on August 14, 2019. | Manuscript published on August 15, 2019. | PP: 39-42 | Volume-3 Issue-12, August 2019. | Retrieval Number: K03070731119/2019©BEIESP | DOI: 10.35940/ijmh.K0307.0831219
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© The Authors. Published By: Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: 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.
Keywords: Service Quality, Tangibles, Reliability, Assurances, Responsiveness, and Customer Satisfaction.