The Effect of Service Quality on Customer Satisfaction of Pt Pln (Persero) Paniki Customer Service Unit in the Pln Mobile Application

Abstract

Customers are assets that play an important role in determining the success of the company. Customers reflect the company's growth potential in the future, so efforts to create and retain customers are a top priority for the company. Customer satisfaction is a central concept in business and management discourse. Customer satisfaction is influenced by the perception of various qualities, both services and products. PT PLN (Persero) is an electric power sales company in Indonesia. The increase in demand for electricity has soared high and fast, especially the need for industry and is accompanied by an even higher level of public satisfaction as a result of the increased income of an advanced and modern society. Meeting customer needs which is an important goal for PT. PLN (Persero) Paniki Customer Service Unit in Manado. To meet customer satisfaction there needs to be an improvement in service quality which refers to customer satisfaction as the main goal in providing services. This study aims to determine the service quality of PT PLN (Persero) Paniki Customer Service Unit on the PLN Mobile Application on customer satisfaction provided. The analytical method used is validity, reliability, classical assumptions and multiple regression using the SPSS 22 application. The results show that simultaneously Physical Evidence, Reliability, Responsiveness, Assurance, Empathy have a positive and significant effect on Customer Satisfaction at PT PLN (Persero) Paniki Customer Service Unit. Partially each variable Physical Evidence, Reliability, Responsiveness, Assurance.