STUDI KORELASI TENTANG PERSEPSI TERHADAP PELAYANAN CUSTUMER RELATIONS (ONE STOP SERVICE) DI PT PLN APJ SURAKARTA DAN KEPUASAN PELANGGAN (Survey Pada Pelanggan di PT. PLN (Persero) APJ Surakarta)

BAHAGIANTO, RIO (2009) STUDI KORELASI TENTANG PERSEPSI TERHADAP PELAYANAN CUSTUMER RELATIONS (ONE STOP SERVICE) DI PT PLN APJ SURAKARTA DAN KEPUASAN PELANGGAN (Survey Pada Pelanggan di PT. PLN (Persero) APJ Surakarta). Other thesis, Universitas Sebelas Maret.

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    Abstract

    Service represent main key in effort improve satisfaction of cutomer. In running its duty hence PLN employees do not always get success or optimal result create positive image of company but happened exactly on the contrary, image lost (because declining trust it from society). If a organization or institute have lost trust from society, will be difficult reach for it return and require old time to be able to succeed again in curing image. On that account PT. PLN require to get support from various side, like : management, human resource and society. This research is survey with type research of explanatif. This research location in PT. PLN (APJ) Surakarta. Technique Intake of sample use accidental sampling and taken by 100 spread over electrics customer in Surakarta and selected at random. Source of data use primary data and secundary data. Technique data collecting use book study and questioner. Technique analyse data use regression analysis with use rank spearman correlations. Analysis result can be taken conclusion that found which are positive connection and significant between service perception variable towards customer relations with customer satisfaction. Positive connection has unindirectional connevtionmeaning, where does the result will show that service perception excelsior towards customer rekations will make customer satisfaction _T. PLN more will increase.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > H Social Sciences (General)
    Divisions: Fakultas Ilmu Sosial dan Ilmu Politik
    Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Komunikasi
    Depositing User: Budhi Kusumawardana Julio
    Date Deposited: 14 Jul 2013 19:00
    Last Modified: 14 Jul 2013 19:00
    URI: https://eprints.uns.ac.id/id/eprint/3864

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