Pengaruh Kualitas Layanan Inti, Kepercayaan Layanan, dan Dukungan Layanan Terhadap Kepuasan Pelanggan PT PLN (Persero) Rayon Meureudu
DOI:
https://doi.org/10.55606/jekombis.v5i3.6879Keywords:
Core Service Quality, Customer Satisfaction, Service Support, Service Trust, Technical ReliabilityAbstract
This study articulates an empirical investigation aimed at deciphering the determinants of Core Service Quality, Service Trust, and Service Support on Customer Satisfaction at PT PLN (Persero) Rayon Meureudu, Pidie Jaya Regency. A quantitative approach with a causal-associative design was adopted to explore the structural relationships among constructs. The research population encompasses all active PLN customer entities within the Meureudu Rayon operational area, with a sample size allocation of 100 respondents selected using a non-probability sampling technique. Primary data collection was executed through the distribution of a 5-point Likert scale structured questionnaire, which was subsequently analyzed using multiple linear regression estimation via SPSS software. Partial test results prove that Core Service Quality has a statistically significant positive effect on Customer Satisfaction (). Service Trust also confirms a significant positive influence on Customer Satisfaction (). Similarly, Service Support is proven to trigger a significant positive escalation in Customer Satisfaction (). Simultaneous evaluation confirms a significant collective contribution of these three independent predictors to Customer Satisfaction (). The correlation coefficient () reflects a strong degree of association, while the Adjusted R Square value indicates that the variance in customer satisfaction is predicted by these three factors, with the remainder influenced by variables outside the scope of the model estimation. The practical implications of these findings highlight the urgency of strengthening technical reliability and communication responsiveness as strategic pillars in sustaining public satisfaction over the long term.
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