Article Per Year (5 Year)
p-Index From 2020 - 2025
5.134
P-Index
This Author published in this journals
All Journal Media Statistika Jurnal Sains dan Seni ITS IPTEK The Journal of Engineering IPTEK Journal of Science IPTEK Journal of Proceedings Series IPTEK The Journal for Technology and Science Jurnal Statistika Universitas Muhammadiyah Semarang CAUCHY: Jurnal Matematika Murni dan Aplikasi Journal of the Indonesian Mathematical Society Jurnal Teknobisnis Syntax Literate: Jurnal Ilmiah Indonesia BAREKENG: Jurnal Ilmu Matematika dan Terapan J-SAKTI (Jurnal Sains Komputer dan Informatika) Jambura Journal of Mathematics Accounting and Management Journal Jurnal Ilmiah Manajemen Kesatuan Inferensi Journal of Infrastructure and Facility Asset Management Madaniya JAMBURA JOURNAL OF PROBABILITY AND STATISTICS J-SAKTI (Jurnal Sains Komputer dan Informatika) JURNAL ILMIAH GLOBAL EDUCATION Journal of Social Research COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Journal Research of Social Science, Economics, and Management Sewagati
Vita Ratnasari
Jurusan Statistika Institut Teknologi Sepuluh Nopember
Religion Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Mechanical Engineering Physics Public Health Social Sciences Transportation Other

Published : 64 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : J-SAKTI (Jurnal Sains Komputer dan Informatika)

 1 
Analysis of The Influence of Service Quality and Relationship Quality on Customer Satisfaction Karimah, Aprilia Fitri; Ratnasari, Vita
J-SAKTI (Jurnal Sains Komputer dan Informatika) Vol 6, No 2 (2022): EDISI SEPTEMBER
Publisher : STIKOM Tunas Bangsa Pematangsiantar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30645/j-sakti.v6i2.515

Abstract

PT. PLN (Persero) is one of the State-Owned Enterprises (BUMN) which aims to provide and serve customer needs for electric power. To improve efficiency, service quality, and electricity supply, PT. PLN (Persero) has transformed into four main focuses, namely Lean, Green, Innovative, and Customer Focused. At the point of Customer Focus, PT. PLN (Persero) especially UP3 Kendari has implemented a web-based system to manage complaints and reports of disturbances. The high level of public complaints, demanded PT. PLN (Persero) to improve services that have been provided to the community. It aims to build a good image in society. In this study, a theoretical model and 3 hypotheses were proposed to be tested using the SEM method. This study uses primary data by using data questionnaires to 150 customers. The results of the SEM analysis show that the service quality variable with a value of 0,832 is significantly and positively related to customer satisfaction. Otherwise, the relationship quality with a value of 0.030 has no significant effect on customer satisfaction. The relationship quality variable has an indirect effect on customer satisfaction through service quality of 0.739. To increase customer satisfaction, PLN needs to improve the quality of customer relationships.
Co-Authors A. Tuti Rumiati Achmad Choiruddin Adatul Mukarohmah Agnes Tuti Rumiati Agus Riyadi Almira Qattrunnada Qurratu'ain Ananda, Dwi Shinta Andrea Tri Rian Dani Anita Susanti Arif Khoirul Anam AVIANTHOLIB, IGAR CALVERIA Bachtiar, Raditya Fahmi Baredwan, Abdullah Husin Bastian, Endhy Bastian, Endhy Cinde Pristi Kurnia Merdiko Citto Pacama Fajrinia Clara Dewanti Dani, Andrea Tri Rian Deby Lolita Permatasari Dedy Dwi Prastyo Dwi Maumere Putra Eko Wahyu Wibowo Elika Tantri Eling Anindita, Raden Erma Oktania Permatasari Fachrian Bimantoro Putra Farid Achmadi Farony, Rivan Faurizal Limansyah Fauziyah, Meirinda Febriliani Masitoh Feni Ira Puspita, Feni Ira Fithriasari, Kartika Fitriana, Dewi Fuad Achmadi Gita Prestalita Halistin, Halistin Haryono Haryono Hesikumalasari Hesikumalasari Hitapriya Suprayitno, Hitapriya Husna Miratin Nuroini I Nyoman Budiantara I Putu Artama Wiguna Ida Nur Indah Sari Insan Amalia Mutfi Ismaini Zain Karimah, Aprilia Fitri Khaerun Nisa' Ludia Ni’matuzzahroh Made Ayu Dwi Octavanny Madu Ratna Mahendra Wardhana, Mahendra Marshiela, Jessie Reyna Maulidiah Nitivijaya Mokh. Suef Muhammad Aldani Zen NARITA YURI ADRIANINGSIH Ni'matuzzahroh, Ludia Nina Saraswati Nina Saraswati Nisa Andini Novidianto, Raditya Nuroini, Husna Mir'atin Okka Kusumawati Asmoyo Permatasari, Erma Oktania Purhadi Purhadi Putra, Fachrian Bimantoro Qonita Qurrota A'yun R Sutjipto Reny Nadlifatin Retno Dewi Yulianti Rhifda Zukhrufi Ria Asih Aryani Soemitro Rifani Nur Sindy Setiawan Rijaludin, Saeful Huda Rizfanni Cahya Putri Rizky Amalia Yulianti Santi Puteri Rahayu Setiawan Setiawan Shofi Andari Sifriyani, Sifriyani Sitti Imaslihkah Suci Amalia Talmera, Annisa Triana Tandri Patih Taufiqotul Masrukha Tesha Nisva Tiza Ayu Virania Veniola Forestryani Vida Faiza Rochmah Wahyu Indri Astuti Wibawati Wibawati Winarni Kurniasari Yashintia Arien Epriliyanti Yollafie Asmara Yovita Liana Salsabila Yuanita Damayanti Zen, Muhammad Aldani