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- W3090346044 abstract "Abstrak Salah satu parameter yang digunakan pelaku bisnis untuk mengukur kinerjanya adalah melalui kualitas layanan. Dalam tulisan ini, dijelaskan konsep pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada PT. PLN (Persero) yang menyediakan energi listrik kepada konsumen. Selain itu juga melihat faktor kualitas pelayanan yang turut berperan dalam menjelaskan kepuasan pelanggan pada perusahaan. Hasilnya menunjukkan bahwa tingkat kualitas pelayanan yang telah diberikan kepada pelanggan sangat mempengaruhi kepuasan pelanggan. Juga menunjukkan perlunya sosialisasi kepada karyawan perusahaan bahwa pelanggan perlu mendapat perhatian penuh sebagai klien atau pelanggan yang membeli produk dan jasa perusahaan.Kata kunci : kualitas pelayanan, kepuasan pelanggan, PT. PLN (Persero)Abstract One of the parameters used by business people to measure their performance is through service quality. In this paper, the concept of the influence of service quality on customer satisfaction at PT. PLN (Persero) which provides electrical energy to consumers. In addition, it also looks at the service quality factors that play a role in explaining customer satisfaction at the company. The results show that the level of service quality that has been provided to customers greatly affects customer satisfaction. Also shows the need for outreach to company employees that customers need to get full attention as clients or customers who buy company products and services.Keywords : service quality, customer satisfaction, PT. PLN (Persero)" @default.
- W3090346044 created "2020-10-08" @default.
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- W3090346044 date "2020-12-20" @default.
- W3090346044 modified "2023-10-14" @default.
- W3090346044 title "Studi Konsep Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di PT. PLN (Persero) Sebagai Perusahaan Penyedia Energi Listrik Monopoli" @default.
- W3090346044 doi "https://doi.org/10.30596/rele.v3i1.5235" @default.
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