Analysis of the Relationship of Factors Affecting Customer Satisfaction at PT. PLN (Persero) Kotabaru Area

Abstract

This study aims to determine and analyze the Quality of Service through variable assurance, empathy, age, gender, education, occupation, length of subscription, and power customer on customer satisfaction at PT. PLN (Persero) Kotabaru Area. This type of research uses explanatory research types. The object of research in this study is PT. PLN (Persero) Kotabaru Area. The sampling technique used was purposive sampling using the Slovin formula, where the number of samples was 400 people. Data analysis in this study used Correlation Analysis. Correlation Test research results prove that the empathy variable has the highest correlation that is equal to 0.586, is at the level of "Medium", this means that the empathy variable of PT. PLN (Persero) Kotabaru Area to customers makes customers feel satisfied with PT. PLN (Persero) Kotabaru Area.