Karimah, Aprilia Fitri (2022) Analisis Pengaruh Service Quality Dan Relationship Quality Terhadap Customer Satisfaction (Studi Kasus: Di Pt Pln (Persero) Up3 Kendari). Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
PT PLN (Persero) UP3 Kendari merupakan salah satu Badan Usaha Milik Negara (BUMN) yang bergerak dalam bidang jasa dan bertujuan untuk menyediakan serta melayani kebutuhan pelanggan akan tenaga listrik. PLN memiliki jenis pelanggan yang beragam, terdiri dari berbagai macam jenis tarif pelanggan, serta tingkat sosial masyarakat (rumah tangga, pengusaha, pemerintah) membuat tuntutan-tuntutan terhadap PLN semakin kompleks. Sebagai upaya dalam meningkatkan efisiensi, mutu pelayanan, dan bantuan tenaga listrik, PT PLN (Persero) bertransformasi dalam empat fokus utama, yaitu Lean, Green, Innovative, dan Customer Focused. Dalam poin Customer Focused, PLN berusaha meningkatkan kualitas pelayanan dan mempererat hubungannya dengan pelanggan, hal ini dilakukan untuk meningkatkan kepuasan pelanggan. Pada penelitian ini akan dilakukan analisis pengaruh kualitas pelayanan dan kualitas hubungan pelanggan terhadap kepuasan pelanggan. Proses pengambilan data dengan menyebarkan kuesioner secara online melalui google form kepada 150 responden. Data yang diperoleh dari kuesioner akan dianalisis menggunakan perangkat lunak Structure Equation Modeling (SEM) Hasil penelitian menunjukkan bahwa service quality dengan nilai 0,832 berhubungan secara signifikan dan positif terhadap customer satisfaction. Sedangkan relationship quality dengan nilai 0,030 tidak berpengaruh signifikan terhadap kepuasan pelanggan. Namun terdapat pengaruh tidak langsung yang signifikan antara variabel relationship quality terhadap customer satisfaction melalui service quality sebesar 0,739. PT PLN (Persero) UP3 Kendari perlu menjaga serta meningkatkan service quality yang sudah ada, sekaligus memperbaiki hubungan dengan pelanggan untuk dapat meningkatkan kepuasan pelanggan.
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PT PLN (Persero) UP3 Kendari is one of the State-Owned Enterprises (BUMN) which is engaged in services and aims to provide and serve customer needs for electric power. PLN has various types of customers, consisting of various types of customer tariffs, as well as the social level of society (households, entrepreneurs, government) making the demands on PLN increasingly complex. As an effort to improve efficiency, service quality, and power assistance, PT PLN (Persero) has transformed into four main focuses, namely Lean, Green, Innovative, and Customer Focused. In the Customer Focused point, PLN seeks to improve service quality and strengthen its relationship with customers, this is done to increase customer satisfaction. This research will analyze the influence of service quality and customer relationship quality on customer satisfaction. The process of data collection by distributing online questionnaires via google form to 150 respondents.The data obtained from the questionnaire will be analyzed using Structure Equation Modeling (SEM) software. The results showed that service quality with a value of 0.832 was significantly and positively related to customer satisfaction. Meanwhile, relationship quality with a value of 0.030 has no significant effect on customer satisfaction. However, there is a significant indirect effect between the relationship quality variables on customer satisfaction through service quality of 0.739. PT PLN (Persero) UP3 Kendari needs to maintain and improve the existing service quality, as well as improve relationships with customers to increase customer satisfaction.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Kualitas Pelayanan, Hubungan, Kepuasan Pelanggan, SEM., Service Quality, Relationship, Customer Satisfaction, SEM. |
| Subjects: | N Fine Arts > NA Architecture N Fine Arts > NA Architecture > NA2005 Architectural studios. |
| Divisions: | Faculty of Architecture, Design, and Planning > Architecture > 23101-(S2) Master Thesis |
| Depositing User: | Eko Sulistiono |
| Date Deposited: | 16 Sep 2025 01:13 |
| Last Modified: | 16 Sep 2025 01:13 |
| URI: | http://repository.its.ac.id/id/eprint/128224 |
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