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All Journal Journal of Economics, Entrepreneurship, Management Business and Accounting Economos : Jurnal Ekonomi dan Bisnis
Alam, Andi Rifqah Purnama
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Influence Of Service Quality On Customer Satisfaction at PT. PLN Mattoanging Customer Service Unit In Makassar Nurlinda, Nurlinda; Alam, Andi Rifqah Purnama; Anggreni, Dewi; Sofiansyah, Nurul
Economos : Jurnal Ekonomi dan Bisnis Vol. 7 No. 2 (2024): ECONOMOS : Jurnal Ekonomi dan Bisnis
Publisher : Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Parepare

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31850/economos.v7i2.3145

Abstract

This research was conducted at PT. PLN Mattoanging Customer Service Unit, located at Jalan Monginsidi No. 2, Makassar City, over a period of two months. The research data was obtained from two sources, primary data and secondary data. Primary data was gathered through questionnaires, observations, and interviews with customers, while secondary data was collected from report documents, relevant regulations, and interview results. The data collection method involved observation techniques to obtain preliminary information, questionnaires to capture respondents' written responses, and literature studies to support the investigation related to customer loyalty. The sample size for this study consisted of 100 respondents. The data analysis method involved descriptive analysis to describe the data obtained from the questionnaires, as well as simple linear regression analysis to estimate the relationship between the independent variable (service quality) and the dependent variable (customer satisfaction). The results of the linear regression data analysis showed that y = 2.928 + 0.200x, with a correlation coefficient of 0.765 and a coefficient of determination (r²) of 0.5863 or 58.63%. From the t-test hypothesis testing, it was found that t-count = 12.0221 > t-table = 1.65993. Based on these results, it can be concluded that customer satisfaction is significantly and positively influenced by the service quality of PT. PLN Mattoanging Customer Service Unit in Makassar. Thus, the findings of this research are acceptable.
Influence Satisfaction and Trust to Loyalty Customer in Use Product Superior Micro at PT. Bank Rakyat Indonesia Tbk (Persero) Aswar, Nurul Fadilah; Alam, Andi Rifqah Purnama
Journal of Economics, Entrepreneurship, Management Business and Accounting Vol 1 No 2 (2023): Volume 1, Issue 2, May 2023
Publisher : CV. Sakura Digital Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (264.922 KB) | DOI: 10.61255/jeemba.v1i2.66

Abstract

This study aims for know influence satisfaction and trust to loyalty customers in use product superior micro (Kupedes) at PT. Bank Rakyat Indonesia Tbk (Persero) A. P. Pettarani Unit Office. As for the population study is PT Bank Rakyat Indonesia Tbk (Persero) customers A. P. Pettarani Unit Office which uses product superior micro (Kupedes). Sample finally obtained is 100 respondents. Data analysis used analysis track (Path Analysis) using Statistical Product Standard Solution (SPSS 25). The results of data analysis show that variable satisfaction influential significant to trust with mark X1 significanct of 0.0001 <0.05. However, variables satisfaction no there is influence significant to loyalty with mark X1 significance of 0.232>0.05. Variable trust there is influence significant to loyalty with mark X2 significance of 0.0001 <0.05. Then analysis satisfaction through trust to loyalty is known influence given directly of 0.126, meanwhile influence no direct X1 through X2 to Y of 0.581, which means that mark influence no direct more big compared to with mark influence direct. So that can concluded that in a manner no direct satisfaction through trust have influence significant to loyalty.
Co-Authors Anggreni, Dewi Aswar, Nurul Fadilah Nurlinda Nurlinda, Nurlinda Sofiansyah, Nurul