Peran Kualitas Pelayanan dengan Aplikasi PLN Mobile dalam Meningkatkan Kepuasan Pelanggan

  • Shintya Yuliana Universitas Muhammadiyah Sukabumi
  • Nor Norisanti Univesitas Muhammadiyah Sukabumi
  • Faizal Mulia Univesitas Muhammadiyah Sukabumi


The purpose of this study is to study the quality of service using the PLN Mobile Application in increasing customer satisfaction with quantitative methods at PT. PLN (Persero) Rayon Cikembar, Sukabumi Regency. The research method used is a quantitative method. The analysis technique used is the validity test, reliability test, simple linear regression analysis, including the coefficient of determination test and hypothesis testing using partial testing (t test). The results of the study, obtained an R number of 0.232 in the category 0.00 - 0.199, which means a low relationship between service quality and customer satisfaction. Conclusions, each Service Quality (X) variable in this study can represent each variable and can be used by future researchers.

Keywords: Service Quality, Customer Satisfaction.


Affandi. H., Zaki, M., Azmeri, A. (2017). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Perusahaan Daerah Air Minum (PDAM) Tirta Mon Pase Kabupaten Aceh Utara. Jurnal Teknik Sipil, 6(3), 297-308

Barnes, J. G., Asparyogi, A. (2003). Secrets of Costumer Relationship Management. Diterjemahkan oleh Andreas Winardi, Yogyakarta: Penerbit Andi

Tjiptono, F., Chandra, G. (2005). Manajemen Kualitas Jasa. Yogyakarta: ANDI

Irawan, H. (2004). Kepuasan Pelayanan Jasa. Jakarta: Erlangga

Hardiasyah, H. (2011). Kualitas Pelayanan Publik. Yogyakarta: Gava Media

Kotler, P., Keller, K. L. (2007). Manajemen Pemasaran. Jakarta: PT Indeks

Kotler, P., Keller, K. L. (2009). Manajemen Pemasaran. Jilid I. Edisi ke 13 Jakarta: Erlangga
How to Cite
Yuliana, S., Norisanti, N., & Mulia, F. (2019). Peran Kualitas Pelayanan dengan Aplikasi PLN Mobile dalam Meningkatkan Kepuasan Pelanggan. JOMB: Journal of Management and Bussines, 1(2), 356-364.
Abstract viewed = 19 times
pdf downloaded = 22 times