PENGARUH NILAI PELANGGAN, KUALITAS PELAYANAN DAN KEPERCAYAAN PELANGGAN TERHADAP KEPUASAN PELANGGAN PADA PT. PLN PERSERO RAYON TABING PADANG

Abstract

The purpose of this study was to determine the effect of customer value, service quality, and customer trust on customer satisfaction PT. PLN Persero Rayon Tabing Padang.
The population in this study were all customer PT. PLN Persero Rayon Tabing Padang. The sampling technique used was simple random sampling, while the number of samples used for the analysis was 100 customer. Technique data analysis used for testing hypotheses is multiple linear regression.
The results found that the customer value, service quality, and customer trust on customer satisfaction. Service quality has a significant influence on customer satisfaction, and customer value, customer trust does not affect the customer satisfaction.
This research provides practical recommendations for the management of PT. PLN Persero Rayon Tabing Padang will continue to work to improve the implementation of service quality in the future.
Keywords : customer value, service quality, customer trust, customer satisfaction