ANALISIS PENGARUH KUALITAS PELAYANAN SISTEM PAYMENT POINT ONLINE BANK (PPOB) TERHADAP KEPUASAN PELANGGAN (STUDI PADA PT. PLN PERSERO AREA PELAYANAN PELANGGAN DAN JARINGAN DI PROBOLINGGO)
Abstract
Kebutuhan listrik semakin meningkat. Pengelolaan energi listrik ini dikelola oleh Badan Usaha Milik Negara (BUMN) di bidang ketenagalistrikan yaitu Perseroan Terbatas- Perusahaan Listrik Negara (PT. PLN,Persero). Salah satu jenis layanan yang diberikan kepada masyarakat adalah Payment Point Online Bank (PPOB). Hasil analisis menunjukkan bahwa kualitas pelayanan berpengaruh positif terhadap kepuasan pelanggan. Berdasarkan hasil regresi bahwa jaminan (assurance merupakan faktor terbesar yang mempengaruhi kepuasan pelanggan, bukti fisik (tangible , (responsiveness , (reliability , dan (empati merupakan faktor terendah dari faktor kualitas pelayanan yang mempengaruhi pelanggan. Faktor kualitas pelayanan yaitu bukti fisik (tangible), keandalan, daya tanggap, jaminan, dan empati berpengaruh signifikan terhadap kepuasan pelanggan secara parsial dan simultan. Koefisien determinasi menunjukkan bahwa variabel nyata, kehandalan, daya tanggap, jaminan dan empati dalam menjelaskan kepuasan pelanggan adalah 93,4% dan sisanya 6,6% kepuasan pelanggan oleh dimensi lain atau faktor lain selain faktor kualitas layanan pelanggan. Pengujian hipotesis sesuai untuk sistem pelayanan Sistem Payment Point Online Bank (PPOB).
Abstract : The need for electricity has increased. The management of this electrical energy is managed by a government-owned company in the electricity sector, namely Limited Company- State Electricity Company (PT. PLN,Persero). One type of service provided to the public is the Online Bank Payment Point (PPOB). The results of the analysis show that service quality has a positive effect on customer satisfaction. Based on the regression results that guarantee(assurance is the biggest factor affecting customer satisfaction, physical evidence (tangible, (responsiveness, (reliability, and(empathy are the lowest factors of service quality factors that affect customers. Service quality factors are physical evidence (tangible), reliability, responsiveness, assurance, and empathy have a significant effect on customer satisfaction partially and simultaneously. The coefficient of determination shows that the tangible variables, reliability, responsiveness, assurance and empathy in explaining customer satisfaction are 93.4% and the remaining 6.6% of customer satisfaction is by other dimensions or other factors other than customer service quality factors.Hypothesis testing is appropriate for the service system of the Online Bank Payment Point System (PPOB).
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