Analysis of the Effect of Service Communication Quality of UP3 PT PLN (Persero) Ampenan Area Toward Postpaid Customer Satisfaction in Mataram City
DOI:
https://doi.org/10.29303/jcommsci.v2i1.29Abstract
This study aims to examine the effect of service communication quality of UP3 PT PLN (Persero) Ampenan Area with indicators of Clear, Responsive, Polite, Solutive, Ready, Empathy, Gesture, Listen, and Honest, on postpaid customer satisfaction in Mataram City with indicators of Needs and Expectations . The theories used in this study are Stimulus-Response communication theory, Social Penetration theory, and Social Exchange theory. This research is a correlational quantitative study. Data collection is done using survey techniques and interviews. The population of this study is that all residents of Mataram City use postpaid electricity, while the respondents in this study amounted to 100 people who were selected using Purposive Sampling and Non probability Sampling techniques. Data analysis of this study was carried out by categorizing data into high, medium, low using Microsoft Excel programs, then tested the validity, reliability test, Spearman rank correlation test and regression test using the SPSS program. The results of this study indicate that there is a strong or significant relationship between the quality of service communication on customer satisfaction, and customer satisfaction by 37.5% influenced by the quality of service communication. In addition, the type of relationship formed is a unidirectional relationship, meaning that if the quality of service communication increases, it will increase customer satisfaction. Keywords: Service Communication; PT PLN (Persero) Ampenan; Postpaid Customer SatisfactionReferences
Fitriana, D. (2015). Efek Tayangan Reportase Investigasi di TransTV Episode Makanan Berbahaya Pada Masyarakat RT. 22 Kelurahan Pelita Samarinda. Jurnal Elektronik Ilmu Komunikasi, Fisip Universitas Mulawarman, (3), 41-50.
Fitriani, N. (2018). Peran Kualitas Pelayanan dan Kepuasan Pelanggan Dalam Pembentukan Word of Mouth Mahasiswa Perguruan Tinggi Swasta di Jakarta. Jurnal Manajemen Indonesia, Institute Keuangan Perbankan dan Informatika Asia (ABFII) Perbanas Jakarta. 18 (1).
Mustaqim. (2016). Paradigma Perilaku Sosial Dengan Pendekatan Behavioristik: Telaah Atas Teori Burrhusm Frederic Skinner. Jurnal Fakultas Tarbiyah, Institut Agama Islam (IAI) Ngawi.
Novel, D. (2013). Kualitas Komunikasi Pelayanan Customer Service di PT. Indosat, Tbk Balikpapan. Jurnal Elektronik Ilmu Komunikasi, Fisip Universitas Mulawarman, Samarinda, 1 (2), 39-54.
Littlejohn. S. W. dan Foss. K. A. (2009). Teori Komunikasi: Theories of Human Communication. Salemba Humanika. Jakarta. Edisi ke-9. Hal 292.
Sarwono, J. dan Salim, H.N. (2016). Prosedur-Prosedur Populer Statistik Untuk Analisis Data Riset Skripsi. Edisi pertama. Gava Media. Bandung. Hal 67.
Sugiyono. 2017. Statistika Untuk Penelitian. Alfabeta. Bandung.
Downloads
Published
Issue
Section
License
This work is licensed under Creative Commos Attribution - Non Commercial 4.0
International Licensed