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Penelitian
.une
.unepelanggan PT PLN
.une mengukur kepuasan
.une ini mencoba untuk
b
b
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(Persero)
konsep
://di
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://dmenggunakan
://diAPJ Bekasi dengan
://di
h tp
http
http
http
http
Satisfaction Index (ACSI) yang dikembangkan oleh Fornell et.al; 1996 dimana
konsep ini adalah dsistem pengukuran dpelanggan untuk mengevaluasi
dan
c.id ekonomi dan j.ac.id
c.i
c.i (performance) darij.aperusahaan,
c.idmeningkatkan kinerja
a
a
a
.
.
.
j
j
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industri,
sektor
une
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ilib.
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ekonomi
nasional.
d
d
d
d
d
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://
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ttp:/adalah : (1) mengkaji
http kualitas
http pengaruh langsung
http
http
Tujuan
dari penelitian hini
layanan (service quality) terhadap nilai yang dirasakan (perceived value). (2)
dmengkaji pengaruh langsung
i
.id
.id
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.
c
kualitas layanan
terhadap
keseluruhan ej.ac.id
j.ac
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j.ac
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n
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un
u
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kepuasan dpelanggan
(overall customer
pengaruh langsung
ilib.
ilib.
ilib. satisfaction) (3) dmengkaji
ilib.
ilib.
g
g
g
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d
d
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:/
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ttp:/
harapan
httpnilai yang dirasakan h(perceived
httpexpectation) terhadap
http pelanggan (customer
http
value). (4) mengkaji pengaruh langsung harapan pelanggan (customer expectation)
(5) ac.id
id
c.satisfaction).
c.id (overall customer
c.id kepuasan pelanggan
c.idterhadap keseluruhan
ej.a value) terhadap
ej.a dirasakan (perceived
ej.a langsung nilai .uyang
ej.a mengkaji pengaruh
nej.
n
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http satisfaction). (6)httpmengkaji
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pengaruh langsung keseluruhan kepuasan pelanggan (overall customer satisfaction)
terhadap perceived image.
(7) mengkaji pengaruh
langsung keseluruhan
kepuasan
.id
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c.id
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j.ac terhadap loyalitasnepelanggan
j.accustomer satisfaction)
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p
p
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t
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h
h
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pelanggan
(customer loyalty).
Populasi dalam penelitian ini adalah pelanggan Tegangan Menengah (TM) PT
d
i
.id
.id
.id
.
c.id
c
dengan dayan197
j.ac Pada penelitian nej.ac
j.ac kVA < Daya < 30nMVA.
j.aBekasi
j.a PLN (Persero) APJ
e
e
e
e
n
n
u
u
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b.u
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ilib. digunakan adalah
ilib.
ini teknik
sampel
igili
igili metode non probability
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igili
d
d
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d
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ttp
http
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http dengan purposive hsampling.
http
sampling
Sampel penelitian
sebanyak 150 responden
ini
didasarkan pada pendapat Hair et al., (dalam Ferdinand, 2002;47) yang mengatakan
.id analisis yang .ac.id
.id
.id yang sesuai adalah
.idbahwa ukuran sampel
antara
100 ± 200. Teknik
j.ac
j.ac
j.ac
j.ac
ej
e
e
e
e
n
n
n
n
u
u
u
u
.
b.un
b.
bTructural
b.
b.
digunakan
dalam
studi
ini
adalah
Equation
Modelling
(SEM)
dengan
i
i
i
i
i
l
l
l
l
l
i
i
i
i
i
g
g
g
g
g
://di
://di
://di
://di
://di
menggunakan
software AMOS
http
http
http 4.01.
http
http
Hasil dari penelitian ini membuktikan bahwa : (1) Kualitas layanan (service
nilai yang dirasakan
(perceived value).
(2) Kualitas
d
.id
.iterhadap
c.id
c.id
c.idquality) berpengaruh
j.ac
j.ac
ej.a
eterhadap
ej.a
equality)
ej.a layanan (service
n
n
n
n
n
berpengaruh
positif
dan
signifikan
keseluruhan
u
u
u
u
u
.
.
.
.
.
b
lib
ilib
ilib
ilib
igili
digi
/dig
/Harapan
/dig
/dpelanggan
/dig
/
/
/
/
/
kepuasan
(overall
customer
satisfaction)
(3)
pelanggan
(customer
:
:
:
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By : Mohammad Shodiq
Underc.Supervision
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/d:/i/gdigiliJUDUL ...................................................................................
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HALAMAN PERSETUJUAN ..................................................................... iii
HALAMAN PENGESAHAN
.......................................................................
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HALAMAN
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RINGKASAN
..............................................................................................
ABSTRACT..................................................................................................... ix
d.idDAFTAR ISI ................................................................................................
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DAFTAR
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DAFTAR LAMPIRAN ................................................................................ xv

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1.1
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1.2
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1.4.1 Manfaat Praktis
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1.4.2 Manfaat Teoritis ....................................................................... 7

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4.1
Hasil Penelitian ........................................................................ 56
4.1.1 Gambaran
........................................
56
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