Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Dengan Sistem Prabayar (token) Pada Pt. Pln (persero) Distribusi Jawa Bawat.

Lutfan Haykal Defarizi, Putu Nina Madiawati

Abstract

ABSTRAK Tujuan penelitian ini adalah untuk mengetahui dan menganalisis Kualitas Pelayanan yang ada pada PT. PLN (Persero) Distribusi Jawa Barat, untuk mengetahui Kepuasan Pelanggan pada PT. PLN Distribusi Jawa Barat, untuk mengetahui Loyalitas Pelanggan pada PT. PLN Distribusi Jawa Barat, untuk mengetahui Kualitas Pelayanan terhadap Kepuasan Pelanggan dengan Sistem Prabayar (Token) pada PT. PLN Distribusi Jawa Barat, untuk mengetahui Kualitas Pelayanan terhadap Loyalitas Pelanggan dengan Sistem Prabayar (Token) pada PT. PLN Distribusi Jawa Barat, untuk mengetahui kualitas Pelayanan terhadap Kepuasan dan loyalitas Pelanggan dengan Sistem Prabayar (Token) pada PT. PLN Distribusi jawa Barat. Penelitian ini menggunakan metode kuantitatif dengan jenis penelitian deskriptif kausalitas. Pengambilan sampel dilakukan dengan nonprobability sampling dengan jenis purposive sampling, menggunakan rumus Arikunto, dengan jumlah responden sebanyak 100 orang. Tenik analisis data yang digunakan adalah analisis deskriptif dan analisi path (analisis jalur). Hasil penelitian menunjukan bahwa kualitas pelayanan PT. PLN (Persero) Distribusi Jawa Barat memiliki presentase sebesar 72,06%, nilai tersebut termasuk kedalam kategori tinggi. Sedangkan kepuasan pelanggan PT. PLN (Persero) Distribusi Jawa Barat memiliki presentase sebesar 71,3%, nilai tersebut termasuk kedalam kategori tinggi. Dan loyalitas pelanggan PT. PLN (Persero) Distribusi Jawa Barat memiliki presentase sebesar 72,36%, nilai tersebut kedalam kategori tinggi. Pengaruh parsial kualitas pelayanan terhadap kepuasan pelanggan sebesar 72,4%. Pengaruh parsial kualitas pelayanan terhadap loyalitas pelanggan sebesar 65,1%. Pengaruh parsial kepuasan pelanggan terhadap loyalitas pelanggan sebesar 70,4%. Pengaruh kualitas pelayanan terhadap kepuasan pelanggan dan loyalitas pelanggan sebesar 83,9%. Kesimpulan penelitian ini, kualitas pelayanan dengan sistem Prabayar (Token) pada PT. PLN (Persero) Distribusi Jawa Barat sudah masuk kedalam kategori baik, namun ada beberapa hal yang harus di perbaiki, seperti assurance atau jaminan akan ketepatan pengukuran KWh listrik sehingga masyarakat tidak perlu merasa dirugikan dengan kesalahan sistem Prabayar ini. Kualitas pelayanan sepenuhnya mempengaruhi kepuasan pelanggan dan loyalitas pelanggan. Penelitian ini diharapkan dapat memberikan jawaban terhadap keguanaan teoritis meliputi kontribusi, pengembangan keilmuan, dan penelitian selanjutnya. Kata Kunci: Kualitas pelayanan, Kepuasan Pelanggan, dan Loyalitas pelanggan ABSTRACT The purpose of this study is to find out and analyze the quality of services that exist at PT. PLN (Persero) Distribution West Java, to find out Customer Satisfaction at PT. PLN West Java Distribution, to find out Customer Loyalty at PT. PLN West Java Distribution, to find out the Quality of Service for Customer Satisfaction with Prepaid Systems (Tokens) at PT. PLN West Java Distribution, to find out the Service Quality of Customer Loyalty with Prepaid Systems (Tokens) at PT. PLN West Java Distribution, to find out the quality of service to customer satisfaction and loyalty with a Prepaid ISSN : 2355-9357 e-Proceeding of Management : Vol.6, No.2 Agustus 2019 | Page 3976 2 System (Token) at PT. PLN West Java Distribution. This study uses a quantitative method with the type of descriptive causality research. Sampling is done by nonprobability sampling with purposive sampling type, using the Arikunto formula, with the number of respondents as many as 100 people. The data analysis technique used is descriptive analysis and path analysis (path analysis). The results showed that the quality of service of PT. PLN (Persero) Distribution West Java has a percentage of 72.06%, the value is included in the high category. While the customer satisfaction of PT. PLN (Persero) Distribution West Java has a percentage of 71.3%, the value is included in the high category. And the customer loyalty of PT. PLN (Persero) Distribution West Java has a percentage of 72.36%, the value is in the high category. The partial effect of service quality on customer satisfaction is 72.4%. The partial effect of service quality on customer loyalty is 65.1%. The partial effect of customer satisfaction on customer loyalty is 70.4%. The effect of service quality on customer satisfaction and customer loyalty is 83.9%. The conclusion of this study, the quality of service with the Prepaid system (Token) at PT. PLN (Persero) Distribution West Java has entered into the good category, but there are some things that must be corrected, such as assurance or guarantee of the accuracy of measurement of electricity KWh so that people do not need to feel disadvantaged by this Prepaid system error.Service quality fully influences customer satisfaction and customer loyalty. This research is expected to be able to provide answers to theoretical capabilities including conribution, scientific development, and subsequent research. Keywords: Service quality, Customer Satisfaction, and Customer Loyalty

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