CD Tesis

Citra Perusahaan Memediasi Pengaruh Kualitas Pelayanan Dan Nilai Pelanggan Terhadap Kepuasan Pelanggan Pra Bayar Pada PT Pln (Persero) ULP Pekanbaru Kota Timur

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In its activities, it is mandatory for a company to manage its services well, so in principle it requires professional management in marketing, operations and human resources. As the integration of these elements will be the key to the success of service companies in improving performance. Customers are an asset that plays an important role in determining the success of a company. Customers reflect the company's future growth potential, so efforts to create and retain customers are the main thing for the company. Customer satisfaction is a central concept in business and management discourse. To answer this problem, customer satisfaction is one of the main activities carried out by the company to maintain its survival.
Customer satisfaction is closely related to service because it is the spearhead of company activities operating in the service sector. The first thing that customers see is the quality of service provided by the company because the company is successful in offering services to customers if it is able to provide customer value for all service capabilities that satisfy customer needs so that A good company image will be formed with quality products, which will create high customer satisfaction. The State Electricity Company is a state-owned company that manages all aspects of electricity in Indonesia. Electricity is a basic need for human life. Human dependence on electricity occurs because this energy is very flexible, so it can be easily converted into energy in other forms to power industrial, household equipment and so on.
This research uses a quantitative design with Structural Equation Modeling (SEM) analysis, which is a multivariate analysis technique that can be used to analyze relationship patterns between variables and indicators, one variable with another, as well as direct measurement errors to obtain a comprehensive picture of a model. to test how big the contribution is shown by the path coefficient on each path diagram of the causal relationship between variables. In this research, the population is PLN (Persero) ULP Pekanbaru East City prepaid token customers, totaling 60,061 customers. So a Probability Sampling approach is used because every customer has the same chance or opportunity to become a respondent. The sampling method was carried out using the Isaac and Michael table from a certain population with a level of 10%. Samples obtained by determining the Isaac and Michael samples from a certain population with an error rate of 10% are rounded to 270 samples.
The results of this research show that service quality can improve the company's image because of the guarantee and accuracy of repairing electrical disturbances in companies and agencies. Customer value is able to improve the company's image because customers assess that even though there is household electricity maintenance, it doesn't take a long time for it to come back on and there is accuracy in every kwh meter reading so that customers feel satisfaction with every value they get. Service Quality is able to provide satisfaction to customers
because it is easy to make payments and transactions and does not often experience technical problems so that the level of satisfaction felt will be increasingly satisfied with the services provided. Customer value is able to provide an increase in increasing customer satisfaction because the better the customer value is felt both from the benefits received and the product so that it will provide a level of satisfaction to customers.
The company image is able to increase customer satisfaction in terms of a sense of trust that the company is good, bona fide, and has the ability to create quality products so that the customer's perception is that the company has a reputation for integrity that is in accordance with logical principles and creates innovations that can improve product quality so that customers feel a level of satisfaction. Company image is able to mediate the influence of service quality on customer satisfaction. This is because there is service that is in accordance with the reliability of the products received and PLN provides protection to customers if problems occur so that the company image is well formed which can increase customer satisfaction. Company image is able to mediate the influence of customer value on customer satisfaction. By improving the company's image, there is trust in the products offered, it will be able to provide added value for customers so that customers feel the benefits of the services provided by the company.

Key words : Company Image Mediates the Effect of Service Quality and Customer Value on Customer Satisfaction.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2010242066

Penerbit

Pekanbaru : Universitas Riau Pascasarjana Tesis Pendidikan Ekonomi., 2024

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2010242066

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PENDIDIKAN EKONOMI

Info Detail Spesifik

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Pernyataan Tanggungjawab

Jaka

Versi lain/terkait

Lampiran Berkas

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