PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. PLN (Persero) DISTRIBUSI JAWA TIMUR AREA PELAYANAN DAN JARINGAN MALANG

Mahendra, Fernandez (2010) PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. PLN (Persero) DISTRIBUSI JAWA TIMUR AREA PELAYANAN DAN JARINGAN MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

This watchfulness aim is that is to detects service quality in PT. PLN (Persero) Distribusi Jawa Timur Area Pelayanan dan Jaringan Malang in general and to detect service quality variable that give customer satisfaction biggest contribution PT. PLN (Persero) Distribusi Jawa Timur Area Pelayanan dan Jaringan Malang . Analyzer that used in this watchfulness that is by using logistics regression analysis. based on watchfulness result and discussion that done so can be pulled conclusion as follows found influence significant between service quality towards customer satisfaction PT. PLN (Persero) Distribusi Jawa Timur Area Pelayanan dan Jaringan Malang. Guarantee variable gives biggest contribution towards customer satisfaction at PT. PLN (Persero) Distribusi Jawa Timur Area Pelayanan dan Jaringan Malang . Suggestion that submitted in this watchfulness that is supposed manager side always out for defends on service quality that given during the time to customer, the mentioned caused by service that given during the time can to increase customer satisfaction. in effort to maximise customer satisfaction so supposed to minimize electricity putting out level that can disturb activity customers. besides in order to to creat satisfaction for customer so supposed manager side to prepare suggestion box, so that can simplify customer to give input in effort to increase service quality guarantee that be given.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 10 May 2012 03:26
Last Modified: 10 May 2012 03:26
URI: http://eprints.umm.ac.id/id/eprint/5001

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