Soeratmoko, Noer (2022) Pengaruh Service Social Skills, Customer Orientation dan PLN Service Expertise terhadap Service Friendships, Trust dan Dampaknya terhadap Customer Compliance. Doctoral thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
This study aims to determine the effect of social service skills, customer orientation and PLN service expertise on service friendships, trust and their impact on customer compliance at the PLN Main Unit for South and Central Kalimantan. The study population was 18,915 customers of PLN. Using the Slovin formula with a tolerance of 5%, the sample size is 392 respondents. Model testing with Generalized Least Square Estimation (GLS), structural equation modeling (SEM) analysis. The test results show the model (fit) can be seen from the values of GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, which are 0.912, 0.934, 0.952, 0.963, 0.067 and 0.906, respectively. be accepted. The results showed that: 1). Social service skills have an effect on service friendships. 2). Social service skills have no effect on PLN customer trust. 3). Social service skills have an effect on customer compliance for PLN Main Unit South and Central Kalimantan customers. 4). Customer orientation affects the service friendships of PLN customers. 5). Customer orientation has no effect on PLN customer trust. 6). Customer orientation has no effect on PLN customer compliance. 7). PLN Service Expertise affects PLN customer service friends. 8). PLN service expertise affects PLN customer trust. 9). PLN service expertise affects customer compliance of PLN customers. 10). Service friendships have an effect on PLN customer trust. 11). Service friendships affect the customer compliance of PLN customers. 12). Trust affects customer compliance of PLN Main Unit South and Central Kalimantan customers. Given the large role of service friendships in customer compliance with PLN customers, it is recommended that management always improve service friendships by engaging in dyadic relationships. Thus, it is expected that customers will be happy to pay electricity bills according to the time specified. Further research is suggested to examine further the effect of social service skills on customer trust which in this study has not been influential. Likewise, the relationship between customer orientation and customer compliance with PLN customers has also not been influential in this study. Keywords: Sevice social skills, Customer orientation, PLN Service expertise, Service friendships, Trust, V Customer compliance.
| Item Type: | Thesis (Doctoral) |
|---|---|
| Uncontrolled Keywords: | Sevice social skills, Customer orientation, PLN Service expertise, Service friendships, Trust, V Customer compliance. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions H Social Sciences > HN Social history and conditions. Social problems. Social reform |
| Divisions: | Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi |
| Depositing User: | 1271800009 NOER SOERATMOKO |
| Date Deposited: | 19 Sep 2022 11:11 |
| Last Modified: | 21 Sep 2022 02:02 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/20073 |
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