The Effect of Service Quality on Customer Satisfaction of The State Electricity Company (Pln) In Ritaebang Village, West Solor Sib-District, East Flores Regency

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Melkisedek N. B. C. Neolaka, Markus Tae, Isidorus Gega Kein

Abstract

The State Electricity Company (PLN) is one of the only State-Owned Enterprises (BUMN) that sells electricity in Indonesia. PT. PLN (Persero) is expected to be able to provide maximum service in meeting the demands of customer satisfaction at PT. PLN (Persero) Sub-Rayon Solor. This study aims to determine: the influence of service quality with PLN electricity customer satisfaction in Ritaebang Village, Solor Sub-District. The hypothesis in this study is: Ha = There is an influence of Service Quality with PLN Electricity Customer Satisfaction in Ritaebang Village, West Solor Sub-district. H0 = There is no influence of Service Quality with PLN Electricity Customer Satisfaction in Ritaebang Village, West Solor Sub-district. This type of research is quantitative. Data collection techniques were carried out through surveys, questionnaires, and field observations. The total population of the study was 402 customers with a sample of 80 people. The analytical method used is validity test, reliability test, normality test, hypothesis testing using simple linear regression analysis and simple regression coefficient test. The results of the analysis of the coefficient of determination (R2) show that the value of Adjusted R2 (Adjusted R Square) of 0.636 means that the influence of Tangibles (X1), Reliability (X2), Responsiveness (X3) Assurance (X4), Empathy (X5), on customer satisfaction (Y) or the quality of electricity services in Ritaebang Village, West Solor Sub-district, East Flores Regency, is 63.6%. Thus, it can be concluded that H0 is rejected and Ha is accepted, meaning that there is an influence of Service Quality with PLN Electricity Customer Satisfaction in Riatebang Village, West Solor Sub-district.

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