PENGARUH NILAI PELANGGAN, PENANGANAN KELUHAN, DAN DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PLTMH DI KABUPATEN PESISIR SELATAN
Abstract
Satisfaction is the customer's perceived value when it enters into a purchase. Objectivemeasurement of customer satisfaction to provide information, so that customers become
loyal and can improve the overall performance of a company. This study aim to determine
the effect of customer value, handling complaints and dimensions of service quality that is
tangible, empathy, reliability, responsiveness, and assurance on customer satisfaction MHP
(Micro Hydro Power Plant) at South Coastal District. The study population was all MHP
customers in the South Coastal District totaling 1,116 people. Determination of the number
of samples using Slovin formula so that the sample amounted to 295 people as well as
propotionate using cluster random sampling. The type of data used is primary data research
using questionnaires with instruments. Before further testing to test the research instruments
that test the validity and reliability testing, as well as the classic assumption test. The method
of analysis used in this study is multiple linear regression analysis. Based on the analysis
results obtained that the value of customers, handling complaints, tangibles, empathy,
reliability, responsiveness, assurance positive and significant impact on customer
satisfaction
Keywords: customer value, handling complaints, tangible, emphaty, reliability,
responsiveness, assurance, customer’s satisfaction
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