HUBUNGAN ANTARA PELAYANAN PELANGGAN (CUSTOMER SERVICE) DENGAN KEPUASAN PELANGGAN PLN PADA WARGA RW 02 PEKAYON PASAR REBO JAKARTA TIMUR DI JAKARTA

Aziza, Fisi Liana (2013) HUBUNGAN ANTARA PELAYANAN PELANGGAN (CUSTOMER SERVICE) DENGAN KEPUASAN PELANGGAN PLN PADA WARGA RW 02 PEKAYON PASAR REBO JAKARTA TIMUR DI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

FISI LIANA AZIZA. THE CORRELATION BETWEEN CUSTOMER SERVICE WITH CUSTOMER SATISFACTION PLN AT COMMUNITY DISTRICT 02 PEKAYON PASAR REBO EAST JAKARTA IN JAKARTA.Skripsi, Jakarta: Study Program of Commerce Education, Dapartment of Economics and Administration, Faculty of Economics, State University of Jakarta, Juni 2014. The study is aimed at obtaining valid and factual information and knowledge about correlation between customer service with customer satisfaction PLN to the district 02 Pekayon Pasar Rebo East Jakarta in Jakarta. The study employs descriptive method with correlation approach independent variable in the study is customer service with customer satisfaction as dependent variable. The population in this study were district 02 Pekayon Pasar Rebo Jakarta Timur in Jakarta, amounting to 35 district. While the sample used as many as 32 district. According to satistical computation the study reveals the regression Ŷ = 35,41+0,62X. Result of normality test of error estimation Y on X shows that the data are normality distributed with Lcount (Lo)0,0818 < Ltable (Lt) 0,157. Which further means that Lo < Lt (Ho is accepted). Moreover, based on the result of hypothesis test it’s known that value for Fcount (2,32) > F table (2,51). For Fcount (9,34) < F table (4,17) and therefore, Ho is accepted. Conclusion from the statistical computation is that the regression model of Ŷ = 35,41+0,62X is significant. Tcount=(3,056)> ttable= (1,68)means that Ho is accepted and the model is linier. Based on calculation the study result in determination coefficient as of 23,74% which means that customer satisfaction is affected significantly by customer service. Customer satisfaction is affected by customer satisfaction of 23,74%. The result of this study has proved the existence of a positive and significant correlation between customer service with customer satisfaction PLN at community district 02 Pekayon Pasar Rebo East Jakarta in Jakarta. This means that if the higher customer service will make the better customer satisfaction.

Item Type: Thesis (S1)
Additional Information: Pembimbing I :Ryna Parlyna, MBA Pembimbing II:Nurdin Hidayat, MM.,M.Si.
Subjects: Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Layanan Kantor (Office Services)
Divisions: Fakultas Ekonomi > S1 Pendidikan Tata Niaga
Depositing User: Helda Romauli Siregar
Date Deposited: 21 Nov 2017 07:17
Last Modified: 21 Nov 2017 07:17
URI: http://repository.fe.unj.ac.id/id/eprint/635

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