The Effect of Service Quality on Customer Satisfaction

  • Amir Mahmud Universitas Muslim Indonesia
Keywords: Customer satisfaction, Empathy, Guarantee, Physical Evidence, Responsiveness, Reliability

Abstract

This study examines the effect of service quality consisting of physical evidence, reliability, responsiveness, assurance, and empathy on customer satisfaction either partially or simultaneously at PT PLN (Persero) ULP Patangkai. This research method uses quantitative methods. This research data was obtained from a questionnaire (primary) by taking respondents as many as 100 consumers who use electricity services from PT PLN ULP Patangkai. The data analysis used in this research is descriptive, multiple linear regression using SPSS, which uses validity, reliability, coefficient of determination, and partial and simultaneous tests. On the results of the validity and reliability test, all statements in the questionnaire are declared valid and reliable to be included in the next test. The results showed that the variables of physical/tangible evidence, care, and assurance/assurance had a positive and significant effect on customer satisfaction. Meanwhile, reliability and responsiveness have a positive but insignificant effect on customer satisfaction. The assurance variable is the most dominant variable affecting customer satisfaction because it has the highest coefficient value

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Published
2022-08-29
How to Cite
Mahmud, A. (2022). The Effect of Service Quality on Customer Satisfaction. Point of View Research Management, 3(3), 263 - 276. Retrieved from https://www.journal.accountingpointofview.id/index.php/POVREMA/article/view/222
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Articles