Harseno, Gery (2018) Pengaruh Kualitas Pelayanan dan Saluran Pemasaran Terhadap Kepuasan Pelanggan PT. PLN (Persero) Area Pamekasan Rayon Pamekasan. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan Untuk mengetahui pengaruh secara simultan, parsial dan dominan dari dimensi kualitas pelayan yang dijadikan variable Reliability (X1), Assurance (X2), Tangibless (X3), Empathy (X4), Responsiveness (X5), dan Saluran Pemasaran (X6) terhadap Kepuasan Pelanggan (Y) pada pelanggan PT. PLN (Persero) Area Pamekasan Rayon Pamekasan. Penelitian ini merupakan penelitian deskriptif kuantitatif dengan menggunakan sampel sebanyak 100 responden yang diambil dari populasi penelitian. Lokasi penelitian berada di Kabupaten Pamekasan. Pengambilan sampel menggunakan teknik dari ilmuan Slovin Alat uji yang digunakan untuk menguji instrumen penelitian ini berupa uji validitas dan uji reliabilitas. Teknik analisis data menggunakan regresi berganda. Hasil menunjukan ada pengaruh secara signifikan antara variabel dimensi kualitas pelayanan dan saluran pemasaran terhadap kepuasan pelanggan pada pelanggan PT. PLN (Persero) Area Pamekasan Rayon Pamekasan sedangakn variable yang dominan adalah Responsivness.
English Abstract
This study aims to determine simultaneous, partial and dominant effects of servant quality dimensions, i.e. Reliability (X1), Assurance (X2), Tangibless (X3), Empathy (X4), Responsiveness (X5), and Marketing Channel (X6) on Customer Satisfaction (Y) in PT. PLN (Persero) in the area of Pamekasan in the sub area of Pamekasan. Yhe sample of this quantitative descriptive research is 100 respondents selected from the population using Slovin formula. The research location in the Regency of Pamekasan. The instrumens of this study are assessed using validity and reliability testing. The data are analyzed using multiple regression. The results show that dimensions of service quality and marketing channel give a significant influence on the satisfaction of the customers of PT. PLN (Persero) in the area of Pamekasan in the sub area of Pamekasan, from which responsiveness is the dominant variable.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2018/55/051802638 |
| Uncontrolled Keywords: | Reliability, Assurance, Tangibless, Empathy, Responsiveness, Saluran Pemasaran, Kepuasan Pelanggan |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Yusuf Dwi N. |
| Date Deposited: | 02 May 2018 06:31 |
| Last Modified: | 03 Nov 2021 00:58 |
| URI: | http://repository.ub.ac.id/id/eprint/10123 |
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