PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP KEPUASAN PELANGGAN PADA PT.PLN (Persero) AREA CENGKARENG DISTRIBUSI JAKARTA RAYA (Studi Kasus Pada Pelanggan Tarif Industri (I3) diatas 200kVA)

ATMOJO, EKO SURYO (2018) PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP KEPUASAN PELANGGAN PADA PT.PLN (Persero) AREA CENGKARENG DISTRIBUSI JAKARTA RAYA (Studi Kasus Pada Pelanggan Tarif Industri (I3) diatas 200kVA). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

This study aims to determine the effect of service quality, price perception and sales promotion on customer satisfaction of PT PLN (Persero) Area Cengkareng. The reason for doing this research is the level of satisfaction that is still below the target and the LWBP Tarif Promo Discount program (Out of Peak Expense Time) for Industrial customers (I3) above 200 kVA which has not been optimally utilized by these customers. This of course gives an effect on PT PLN (Persero) Area Cengkareng which is very large, especially from the Revenu side, especially from Industrial customers (I3) above 200 kVA. As for Industrial customers (I3) themselves taken as research population as much as 274 by using questionnaires, the sampling technique was obtained by 74 respondents. Industrial Customers (I3) above 200 kVA are taken from customers who take the LWBP Tariff Discount Program (Out of Peak Load Time). Regression analysis is done with SPSS software, used to analyze data. Analysis shows that service quality influences customer satisfaction, while price perception also affects customer satisfaction, also sales promotion affects customer satisfaction and further analysis shows that service quality, price perception and sales promotion have a simultaneous effect on customer satisfaction at PT. PLN (Persero) Area Cengkareng. Keywords: customer satisfaction, price perception, sales promotion and customer satisfaction, Promo Discount Rate LWBP (Outer Peak Load Time) Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, persepsi harga dan promosi penjualan terhadap kepuasan pelanggan PT PLN (Persero) Area Cengkareng. Alasan untuk melakukan penelitian ini adalah tingkat kepuasan yang masih dibawah target dan adanya program Diskon Promo Tarif LWBP (Luar Waktu Beban Puncak) terhadap pelanggan Industri (I3) diatas 200 kVA yang belum optimal dimanfaatkan oleh pelanggan tersebut. Hal ini tentu saja memberi efek pada PT PLN (Persero) Area Cengkareng yang sangat lumayan besar terutama dari sisi Revenuekhususnya dari pelanggan Industri (I3) diatas 200 kVA. Adapun pelanggan Industri (I3) sendiri yang diambil sebagai Populasi penelitian sebanyak 274 dengan menggunakan kuesioner, teknik pengambilan sampel diperoleh 74 responden. Pelanggan Industri (I3) diatas 200 kVA sendiri diambil dari pelanggan yang mengikuti Program Diskon Promo Tarif LWBP (Luar Waktu Beban Puncak). Analisis Regresi dilakukan dengan software SPSS, digunakan untuk menganalisa data. Analisis menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan, adapun secara persepsi harga juga berpengaruh terhadap kepuasan pelanggan, juga promosi penjualan berpengaruh terhadap kepuasan pelanggan dan analisis lebih lanjut menunjukkan bahwa kualitas pelayanan, persepsi harga dan promosi penjualan memiliki pengaruh secara simultan terhadap kepuasan pelanggan pada PT PLN (Persero) Area Cengkareng. Kata kunci: kepuasan pelanggan, persepsi harga, promosi penjualan dan kepuasan pelanggan, Diskon Promo Tarif LWBP (Luar Waktu Beban Puncak)

Item Type: Thesis (S2)
NIM/NIDN Creators: 55114120288
Uncontrolled Keywords: customer satisfaction, price perception, sales promotion and customer satisfaction, Promo Discount Rate LWBP (Outer Peak Load Time) , kepuasan pelanggan, persepsi harga, promosi penjualan dan kepuasan pelanggan, Diskon Promo Tarif LWBP (Luar Waktu Beban Puncak)
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
Divisions: Pascasarjana > Magister Manajemen
Depositing User: ORYZA LUVITA
Date Deposited: 18 Apr 2022 02:40
Last Modified: 18 Apr 2022 07:41
URI: http://repository.mercubuana.ac.id/id/eprint/60003

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