TAMBUNAN, FLORENCIA (2015) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM PEMASANGAN LISTRIK PRABAYAR DI PT PLN (PERSERO) WS2JB CABANG SUKARAMI PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.
![[img]](http://eprints.polsri.ac.id/style/images/fileicons/text.png) |
Text (COVER)
COVER.pdf Download (137kB) |
|
|
Text (BAB I PENDAHULUAN)
BAB I.pdf Download (131kB) | Preview |
|
|
Text (BAB II TINJAUAN PUSTAKA)
BAB II.pdf Download (45kB) | Preview |
|
|
Text (BAB III KEADAAN UMUM PERUSAHAAN)
BAB III.pdf Restricted to Repository staff only Download (69kB) |
|
|
Text (BAB IV PEMBAHASAN)
BAB IV.pdf Restricted to Repository staff only Download (93kB) |
|
|
Text (BAB V KESIMPULAN DAN SARAN)
BAB V.pdf Download (17kB) | Preview |
|
|
Text (DAFTAR PUSTAKA)
DAFTAR PUSTAKA.pdf Download (19kB) | Preview |
Abstract
The purpose of this final report is to determine the role of service quality on customer satisfaction level in the installation of prepaid electricity on PTPLN (Persero) WS2JB branch SukaramiPalembang. It would like to know about the role of service quality on the level of customer satisfaction to customer using prepaid electricity. The data were obtained from the questionnaire given to the customer and processed by percentage and analyzed qualitatively. There are five dimensions of service quality of tangibles, reability, responsiveness, assurance, and empathy. The variable interpretation of tangible gets score 80,61%, reability gets score 83,03%, responsiveness gets score 82,63%, assurance gets score 85,05% and empathy gets score 84,44%. While the dominant variables that give customer satisfaction is the variable interpretation of Assurance get score 85,05%, while variables that get lowest in variable interpretation Tangibles gained score interpretation of 80,61%. It’s found that the customer satisfaction is influenced by five dimensions of service quality, and the dominant variables is Assurance gained score 85,05%.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Service quality, Customer satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mr Bambang Anthony |
| Date Deposited: | 23 Feb 2016 08:51 |
| Last Modified: | 23 Feb 2016 08:52 |
| URI: | http://eprints.polsri.ac.id/id/eprint/2465 |
Actions (login required)
 |
View Item |
