Research Paper
Year: 2020 | Month: August | Volume: 7 | Issue: 8 | Pages: 44-48
Measurement of The Effectiveness of Priority Customer Service Quality on PT PLN (Persero) UP3 Medan Utara
Muhamad Taufik Rikardian1, A. Rahim Matondang2 , Yeni Absah2
1Postgraduate Students at Universitas Sumatera Utara, Indonesia
2Postgraduate Lecturer at Universitas Sumatera Utara, Indonesia
Corresponding Author: Muhamad Taufik Rikardian
ABSTRACT
PT PLN (Persero) UP3 Medan Utara is still increasing the number of complaints from customers, so that the 2019 target is only reached 23.98 percent for SAIDI and 23.63 percent for SAIFI related to the quality of services provided to customers related to the relative power outage long and frequent power outages. The purpose of this study is to determine the factors that influence customer satisfaction priorities that are reflected in service quality. Data collected through interviews using a questionnaire to priority customers. The research method used in this study uses multiple linear regression analysis. Where able to explain the relationship between variables studied. Based on the results of the analysis on hypothesis testing using the F test (together or simultaneously) it can be explained that the three variables namely customer value, perceived price, employee competency together effect service quality dependent variable. This is indicated by the calculated F value of 179.214 with a significance value (p value) of 0.000 < 0.05. The coefficient of determination (R2) produced is 0.735. This means that 73.5 percent of the change in service quality variables can be explained by changes in customer value, perceived price, employee competency together, while the remaining 26.5 percent is explained by other variables not contained in this study, so it can be seen that the most influential on service quality variables are employee competency variables with a regression coefficient of 0.388. The customer value has a positive effect with a regression coefficient of 0.248. The perceived price has a positive effect with a regression coefficient of 0.309. The results of this study, so that PLN prioritizes employee competency factors because this is the most influential factor on service quality. More stringent employee selection to get competent quality employees and provision of training to improve employee capabilities, and conduct a refreshment or upskilling program.
Keywords: Service Quality, Customer Value, Perceived Price, Employee Competency
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