The Influence of Service Quality Dimensions on Customer Satisfaction at PT PLN (Persero) ULP Kersik Tuo

Abstract

This research was conducted to find out the influence of service quality dimensions on customer satisfaction at PT PLN (Persero) ULP Kersik Tuo. The population in this research is postpaid customers at PT PLN (Persero) ULP KersikTuo until 2023 as many as 7,754 customers. Based on calculations using the Slovin formula, the sample of respondents in this research is 153 postpaid customers at PT PLN (Persero) ULP Kersik Tuo in 2023. The results of the multiple linear regression analysis show that the dimensions of service quality (tangible, empathy, reliability, responsiveness, assurance) have a positive and significant effect on customer satisfaction. Tangible dimension, to be able to provide better supporting facilities such as computers and printers in customer service units. Empathy dimension, service officers can provide good service in handling complaints and problems faced by customers. The reliability dimension can provide clear information to installation officers so that the schedule given to customers is in accordance with the arrival schedule for installation. The responsiveness dimension can improve the service system provided. The assurance dimension can provide training to service officers in providing the best service to customers.