PENGARUH TARIF GAS, RESPONSIVENESS, KUALITAS PELAYANAN, DAN KINERJA CUSTOMER SERVICE TERHADAP KEPUASAN PELANGGAN PADA PERUSAHAAN GAS NEGARA Tbk AREA BATAM

Hamidah Armaini, Lukmanul Hakim, Tibrani Tibrani, Herni Widiyah Nasrul, Petra Paulus Tarigan, Windri Marvira Rossa

Abstract


Kualitas pelayanan dan kinerja customer service terhadap kepuasan pelanggan pada Perusahaan Gas Negara Tbk Area Batam. Populasi penelitian ini adalah pelanggan sejumlah 103 di PGN Batam. Sampel yang digunakan dalam penelitian ini berjumlah 103 responden. Teknik pengambilan sampel dilakukan secara Uji Validitas dan Uji Reliabilitas. Metode Analisa data dilakukan secara Uji Asumsi Klasik, Regresi Linier Berganda dan Uji Hipotesa. Berdasarkan analisis data maka hasil penelitian menunjukkan bahwa tarif gas (X1) berpengaruh positif dan signifikan terhadap kepuasan pelanggan di PGN Batam, responsiveness (X2) berpengaruh positif dan signifikan terhadap kepuasan pelanggan di PGN Batam, kualitas pelayanan (X3) berpengaruh positif dan signifikan terhadap kepuasan pelanggan di PGN Batam, kinerja customer service (X4) berpengaruh positif dan signifikan terhadap kepuasan pelanggan (Y) di PGN Batam.

Keywords


Tarif Gas; Responsiveness; Kualitas Pelayanan; Kinerja Customer Service; Kepuasan Pelanggan

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DOI: https://doi.org/10.33373/dms.v12i2.5830

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