Afrianti, Athika Dewi (2026) Pengaruh kualitas Pelayanan dan Penanganan Keluhan terhadap Kepuasan Pelanggan (Studi Pada PT.PLN Persero ULP Ngagel. Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.
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Abstract
This study aims to examine and analyze the effect of service quality and complaint handling on customer satisfaction at PT PLN (Persero) Customer Service Unit (ULP) Ngagel, both simultaneously and partially. The study employed a quantitative approach using a causal associative research design. The population consisted of customers of PT PLN (Persero) ULP Ngagel, while the sample was selected using a purposive sampling technique. Data were collected through the distribution of questionnaires using a five-point Likert scale. The data were analyzed using validity and reliability tests, classical assumption tests, multiple linear regression analysis, the coefficient of determination (R²), the F-test, and the t-test with the assistance of IBM SPSS software. The results indicate that service quality and complaint handling simultaneously have a positive and significant effect on customer satisfaction. Partially, service quality has a positive and significant effect on customer satisfaction. Likewise, complaint handling also has a positive and significant effect on customer satisfaction. These findings suggest that improving service quality, supported by prompt, accurate, and effective complaint handling, can significantly enhance customer satisfaction at PT PLN (Persero) ULP Ngagel. Therefore, the company should continuously improve its service quality and strengthen its complaint handling system to maintain and further enhance customer satisfaction. Keywords: service quality, complaint handling, customer satisfaction, PT PLN (Persero), multiple linear regression.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5415.5 Customer services |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Athika Dewi Afrianti | ||||||||
| Date Deposited: | 31 Aug 2026 03:10 | ||||||||
| Last Modified: | 31 Aug 2026 03:10 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59444 |
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