PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN TARIF DAYA 900VA PT.PLN ULP WAYHALIM

Muhammad Rizky; Vonny Tiara Narundana

doi:10.36448/jmb.v15i1.4263

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN TARIF DAYA 900VA PT.PLN ULP WAYHALIM

Muhammad Rizky, Vonny Tiara Narundana

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada layanan tarif daya 900VA di PT. PLN ULP Wayhalim. Masalah yang diangkat dalam penelitian ini adalah apakah kualitas pelayanan yang diberikan oleh PT. PLN dapat memengaruhi kepuasan pelanggan dalam hal proses registrasi, informasi tagihan, responsivitas petugas, assurance, empati, dan fasilitas pelayanan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei dan analisis regresi untuk menguji pengaruh variabel kualitas pelayanan terhadap kepuasan pelanggan. Hasil penelitian menunjukkan bahwa kualitas pelayanan yang meliputi proses registrasi yang tepat waktu, kesiapan petugas dalam melayani, pemberian informasi yang jelas, serta fasilitas yang memadai memiliki pengaruh positif terhadap kepuasan pelanggan. Penelitian ini menyimpulkan bahwa dengan meningkatkan kualitas pelayanan pada aspek-aspek tersebut, PT. PLN ULP Wayhalim dapat meningkatkan tingkat kepuasan pelanggan.

Keywords

Kualitas Pelayanan, Kepuasan Pelanggan Keinginan Pelayan, Pelayanan Memadai

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DOI: http://dx.doi.org/10.36448/jmb.v15i1.4263