Saputro, M. Pramuaji Tri (2021) Analisis Kepercayaan Masyarakat Terhadap PT PLN (Persero) Di Tengah Issue Lonjakan Rekening Pada Saat Pandemi Covid-19. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Pembatasan Sosial Berskala Besar (PSBB) dampak adanya pandemi covid-19 mengakibatkan beberapa petugas operasional lapangan PT PLN (Persero) tidak melakukan tugas seperti biasanya diantaranya adalah petugas billman yang mempunyai tugas melakukan pencatatan kWh meter pelanggan setiap bulanya, oleh karenanya untuk menghitung pemakaian listrik pelanggan pascabayar PLN dilakukan dengan cara menetapkan rata-rata pemakaian 3 bulan sebelum adanya pandemi. Kebijakan tersebut menimbulkan gejolak di masyarakat ditandai dengan meningkatnya keluhan konsumen PLN hingga mencapai 594% dan berpengaruh terhadap kepercayaan masyarakat terhadap PLN sehingga perlu untuk dilakukan penelitian. Penelitian ini bertujuan untuk mendapatkan 1). pengaruh service quality terhadap customer trust, 2). pengaruh kualitas pelayanan service quality terhadap customer trust melalui customer value, 3). pengaruh customer knowledge terhadap customer trust dan 4). pengaruh service quality terhadap customer trust melalui customer satisfaction. Metode penelitian yang digunakan adalah metode penelitian survey dengan teknik purposive sampling 100 responden dan merupakan penelitian penjelasan (explanatory research) yang akan membuktikan hubungan kausal antara variabel bebas (independent variabel), yaitu variabel service quality dan customer knowledge, variabel antara (mediating variabel), yaitu variabel customer value dan customer satisfaction, dan variabel terikat (dependent variabel), yaitu trust. Hasil penelitian ini menunjukan bahwa variabel eksogen berpengaruh positif dan signifikan terhadap variabel endogen yaitu customer trust baik secara langsung maupun dimediasi oleh variabel customer value dan customer satisfaction. Pengaruh langsung variabel service quality terhadap customer value sebersar 0,421, variabel service quality terhadap customer satisfaction sebesar 0,409, variabel customer value terhadap trust sebesar 0,464, variabel customer satisfaction terhadap trust sebesar 0,386, variabel customer knowledge terhadap trust sebesar 0,353, dan variabel service quality terhadap trust sebesar 0,233. Pengaruh tidak langsung variabel service quality yang dimediasi oleh variabel customer value dan customer satisfaction memiliki pengaruh sebesar 0,233 sehingga dapat dikatakan mediasi komplementer.
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The existence of Large-Scale Social Restrictions (PSBB) impact of the COVID-19 pandemic has resulted in several PT PLN (Persero) field operational officers not performing their usual duties, including billman officers who have the task of recording the customer's kWh meter each month, therefore calculating the electricity consumption of postpaid customers PLN is done by set an average usage rate of 3 months before the pandemic. This policy caused public turmoil marked by increasing consumer complaints of PLN up to 594% and affecting public trust in PLN so that research is necessary. This research aims to obtain 1). Effect of Service Quality on public trust, 2). Effect of Service Quality on public trust by through customer value, 3). Effect of Customer Knowledge on public trust and 4). Effect of Service Quality on public trust by through customer satisfaction. The research method used is a survey research method with a purposive sampling technique of 100 respondents and is an research explanation which will prove the causal relationship between the independent variables namely service quality and customer knowledge, the mediating variable namely customer value and customer satisfaction and the dependent variable namely trust. The results of this study indicate that exogenous variables have a positive and significant effect on endogenous variables, namely customer trust, either directly or mediated by customer value and customer satisfaction variables. The direct effect of the service quality variable on customer value is 0.421, the service quality variable on customer satisfaction is 0.409, the customer value variable is 0.464, the customer satisfaction variable is 0.386, the customer knowledge variable is 0.353, and the service quality variable is trust. of 0.233. The indirect effect of service quality variables mediated by customer value and customer satisfaction variables has an effect of 0.233 so that it can be said to be complementary mediation.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.834 3 Sap a-1 2021 |
| Uncontrolled Keywords: | rekening listrik, pandemi covid-19, kWh meter, trust, electricity bill, covid-19 pandemic |
| Subjects: | H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics H Social Sciences > HA Statistics > HA31.38 Data envelopment analysis. H Social Sciences > HB Economic Theory > HB801 Consumer behavior. H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | M PRAMUAJI TRI SAPUTRO |
| Date Deposited: | 31 Jul 2021 17:18 |
| Last Modified: | 17 May 2023 00:56 |
| URI: | http://repository.its.ac.id/id/eprint/84641 |
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