PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DALAM MEMBENTUK LOYALITAS PELANGGAN TARIF LISTRIK PRABAYAR PLN UPJ JEMBER KOTA

Abstract

Prepaid electricity grid service is a service provided by PLN to help all Indonesian people manage the expenditure of electricity monthly. In this case PT . PLN (Persero) hopes that people can manage electricity in accordance with needs and his ability to work as a system of prepaid electricity grid service is to use electricity we first have to buy an electric pulse (token) , other than that the customer does not have to deal with monthly meter reading and customers also can easily monitor electricity usage according to their budgets . Unlike the electric service postpaid PLN should pay the electric bill at the end of the month and can not regulate their use . Therefore, PT . PLN (Persero) continue to improve the quality of services that prepaid electricity grid to provide ease and comfort to get satisfaction and customer loyalty . An intervening variable in this study is the satisfaction of customer prepaid electric service to establish customer loyalty , because loyalty is formed when the customer is satisfied with the quality of service provided by the prepaid electricity grid . This research study uses explanation (explanatory resech ) and data collection in this study using survey research that takes a sample of a population , which is where the sample amounted to 110 people using the method of interview and questionnaire administration . The data is taken from primary and secondary data . The analytical tool used is the Path Analysis. To analyze the relationship between variables , in which the independent variables affect the dependent variable either directly or indirectly through one or more intermediaries intermediaries . Based on the results of this study concluded that the quality of services significantly influence customer satisfaction PLN prepaid electric service . Significant effect of service quality on customer loyalty of electricity prepaid services . And that terahir was a significant effect of customer satisfaction on customer loyalty of electricity prepaid services .