TINGKAT KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN PADA KANTOR PT PLN (PERSERO) UNIT LAYANAN PELANGGAN KENTEN

WAHYUNI, PUTRI (2023) TINGKAT KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN PADA KANTOR PT PLN (PERSERO) UNIT LAYANAN PELANGGAN KENTEN. Other thesis, Politeknik Negeri Sriwijaya.

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Abstract

Penelitian dilakukan untuk melihat Tingkat Kualitas pelayanan dan Kepuasan Pelanggan Pada Kantor PT PLN (Persero) Unit Layanan Pelanggan Kenten. Penulisan Laporan Akhir ini bertujuan untuk mengetahui bagaimana kualitas pelayanan yang diberikan Kantor PT PLN (Persero) ULP Kenten, dimana kualitas pelayanannya diukur berdasarkan dimensi kualitas pelayanan yaitu Bukti Fisik, Keandalan, Daya Tanggap, Jaminan Empati dan dimensi kualitas pelayanan mana yang lebih dominan. Penelitian ini menggunakan data primer dan data sekunder. Populasi dari penelitian ini adalah pelanggan PT PLN (Persero) ULP Kenten. Teknik pengambilan sampel dilakukan secara random sampling. Penelitian ini menggunakan Analisa kualitatif dan kuantitatif untuk mengetahui jawaban kuesioner dari responden. Berdasarkan dari hasil penelitian ini menunjukkan bahwa 5 dimensi berhubungan signifikan adapun dimensi yang terlihat paling dominan yaitu Dimensi Daya Tanggap dapat disimpulkan bahwa kualitas pelayanan PT PLN (Persero) ULP Kenten tergolong baik dilihat dari hasil pengukuran 5 dimensi dari dimensi kualitas pelayanan PT PLN (Persero) ULP Kenten, diketahui dimensi Bukti Fisik mendapatan skor indeks sebesar 85% artinya Sangat Tinggi, dimensi Keandalan sebesar 87,04% artinya Sangat Tinggi, dimensi Daya Tanggap sebesar 87,52% artinya Sangat Tinggi, dimensi Jaminan Sebesar 86,95% artinya Sangat Tinggi, dimensi Empati sebesar 86,93% artinya Sangat Tinggi. Saran untuk PT PLN (Persero) ULP Kenten yaitu sebaiknya lebih memperhatikan kualitas pelayanan yang diberikan khususnya pada dimensi Bukti Fisik yang mendapat skor indeks paling rendah meliputi ruang tunggu.

Item Type: Thesis (Other)
Uncontrolled Keywords: Kualitas Pelayanan, Kepuasan Pelanggan, Dimensi Kualitas Pelayanan, Skor Indeks, ULP Kenten
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HG Finance
Divisions: Business Management > Undergraduate Theses
Depositing User: Mr Bambang Anthony
Date Deposited: 13 Feb 2024 09:46
Last Modified: 13 Feb 2024 09:46
URI: http://eprints.polsri.ac.id/id/eprint/14515

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