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

descriptionPublicationkeyboard_double_arrow_right Article 15 Aug 2019Publisher:Blue Eyes Intelligence Engineering and Sciences Engineering and Sciences Publication - BEIESPJournal:International Journal of Management and Humanities, volume 3, pages 39-42 (eissn: 2394-0913, Copyright policy )
Authors: Dina Nirwana Asri Putri; Zakaria Wahab; Ahmad Widad;

doi: 10.35940/ijmh.k0307.0831219

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

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.

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Keywords

Service Quality, Tangibles, Reliability, Assurances, Responsiveness, and Customer Satisfaction

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citations
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
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