ABSTRACT

Robby Hadiputra, 120310060052. Skripsi : INFLUENCE OF PRODUCT ATTRIBUTES PREPAID ELECTRICITY METERS FOR CUSTOMER SATISFACTION ON PT. PERUSAHAAN LISTRIK NEGARA (PERSERO), Bandung : Padjadjaran University, August 2011. This study aimed to try to determine the effect of a prepaid electricity meter product attributes to customer satisfaction on PT. Perusahaan Listrik Negara (Persero) UPJ Cijawura Bandung. Product attributes prepaid electric meter consists of indicators: product quality, product features and product design. While customer satisfaction is measured based on indicators; product pricing, service quality, emotional factors and the ease of getting the product. Data collection methods used; observation, interviews and questionnaires are distributed to 97 respondents as the sample taken by simple random sampling technique. Data analysis techniques used include: validity, reliability test, descriptive analysis, correlation analysis, analysis of determination coefficient and hypothesis test. From the test results against the indicators of product attributes prepaid electric meter, obtained real score 3.885 (61.62%) from the highest score of 6.305 (100%) and are at level category of medium. This indicates that customers are not fully satisfied with the product attributes prepaid electric meter. Furthermore, from the test results against customer satisfaction indicators, obtained real score 2.284 (58.86%) of the 3.380 highest score (100%) and are at level category of medium. This indicates that the product attributes prepaid electric meter has not given satisfaction to its customers. Then the correlation analysis of test results, obtained by the correlation coefficient between product attributes prepaid electric meter with customer satisfaction for 0.954. This suggests that the relationship between product attributes prepaid electric meter with direction and customer satisfaction is a strong, positive correlation means that if the attributes of a product increases, customer satisfaction will increase too. Furthermore, based on the calculation of the coefficient test of determination, coefficient of determination is equal to 91.01%. This means that the electric meter prepaid product attributes affect customer satisfaction by 91.01%. This shows that prepaid electricity meter product attributes have a powerful influence on customer satisfaction. Thus it can be said to be getting better and increasing product attributes prepaid electric meter, the more it will also increase customer satisfaction. The results of hypothesis testing, the results obtained t count for 30.99, so t count (30.99) is greater than t table (1.985), thus proposed the hypothesis that the author of "pre-paid electricity meter product attributes affect customer satisfaction" can be verified.