The Effect of Service Quality and Service Innovation on Customer Satisfaction at PT PLN (Persero) ULP Teluk Betung

Selvy Pradita; Muhammad Yusuf Sulfarano Barusman

doi:10.55927/fjmr.v3i3.8559

Authors

Selvy Pradita Faculty of Economics and Business, Universitas Bandar Lampung
Muhammad Yusuf Sulfarano Barusman Faculty of Economics and Business, Universitas Bandar Lampung

DOI:

https://doi.org/10.55927/fjmr.v3i3.8559

Keywords:

Service Quality, Service Innovation, Customer Satisfaction

Abstract

This research uses quantitative methods, involving 100 respondents as samples. During this process, the instruments in the study were tested for validity and reliability. Followed by a classic assumption test consisting of normality test and multicollinearity test. Furthermore, hypothesis testing includes multiple linear regression analysis, coefficient of determination (R2 ), t test and f test. The purpose of this study was to determine whether service quality and service innovation affect customer satisfaction at PT PLN (Persero) ULP Teluk Betung. In this study, Service Quality affects Customer Satisfaction. This shows that the hypothesis is accepted. The value of Service Quality t count is 4.246> from t table 1.984. The results showed that Service Quality significantly affected Customer Satisfaction, Service Quality was rated positively in multiple regression analysis. The results of the study Service Innovation has a positive and significant effect on Customer Satisfaction, meaning that the hypothesis is accepted. The t test results show that the t value of Service Innovation is greater than the t table (7.256> 984). In multiple regression analysis, Service Innovation has a positive value on Customer Satisfaction. PLN is a state-claimed business that is delegated as a provider of electricity. Therefore, it needs a lot of innovation to attract new customers and service quality must be the main focus because it can create customer satisfaction and will affect customer loyalty.

Downloads

Download data is not yet available.

References

Anisa, M. (2020). Pengaruh Green Marketing, Label Halal, Dan Electronic Word Of Mouth Terhadap Keputusan Pembelian Pada Produk Kosmetik Korea Dalam Prespektif Ekonomi Islam (Studi Kasus Pada Kosmetik Innisfree di Banjarmasin).

Chen, K.-H., Wang, C.-H., Huang, S.-Z., & Shen, G. C. (2016). Service innovation and new product performance: The influence of market-linking capabilities and market turbulence. Internationa Journal of Production Economics, 172(11), 54–64.

Defarizi, L. H., & Madiawati, P. N. (2019). Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Dengan Sistem Prabayar (token) Pada Pt. Pln (persero) Distribusi Jawa Bawat. eProceedings of Management, 6(2).

Effendi, R., Hudiyani, A., & Rahimah, R. (2019). ANALISIS INOVASI LISTRIK PRABAYAR PT. PLN TERHADAP KEPUASAN PELANGGAN DI WILAYAH PANGKALAN BUN. Magenta, 6(1), 1-6.

Ghozali, I. (2011). Aplikasi multivariate dengan program IBM SPSS 19. Semarang: Badan Penerbit Universitas Diponegoro, 68.

Kasmir, 2017. Customer Services Excelent: Teori dan Praktik. Jakarta: PT Rajawali Pers. Kotler, P., dan.

Kotler, P. (2016). Manajemen Pemasaran (Marketing Management), Edisi Indonesia Jilid Satu. Jakarta: Prehallindo.

Lupiyoadi. 2013. Manajemen Pemasaran Jasa Berbasis Kompetensi. Edisi Ketiga. Salemba Empat, Jakarta.

Mardiatmoko, G. (2020). Pentingnya uji asumsi klasik pada analisis regresi linier berganda (studi kasus penyusunan persamaan allometrik kenari muda [canarium indicum l.]). BAREKENG: Jurnal Ilmu Matematika Dan Terapan, 14(3), 333-342.

McLeod, S. (2018). Kuesioner : Pengertian, Contoh, Desain dan Jenisnya. Cukup psikologi , 78 , 350-365.

Owano, L. A., Alala, D. O., & Musiega, D. D. (2014). Relationship between Customer Service Innovation and Customer Satisfaction in the Banking Industry: A Case Study of Kenya Commercial Bank. IOSR Journal of Business and Management, 16(6), 22– 31.

Pramesti, G. (2015). Kupas tuntas data penelitian dengan SPSS 22. Elex Media Komputindo.

Prasetya, V. A., Widayanto, W., & Waloejo, H. D. (2022). Pengaruh Kualitas Pelayanan dan Inovasi Layanan terhadap Kepuasan Pelanggan PT PLN (Persero) Kota Semarang. Jurnal Ilmu Administrasi Bisnis, 11(4), 694-700.

Rahman, S. (2019). Pengaruh kualitas pelayanan dan inovasi terhadap kepuasan pelanggan pada PT. PLN (Persero) Area Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 7(1).

Risdah, R. (2019). Pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT. PLN (persero) unit layanan pelanggan Karebosi di kota Makassar Utara. Universitas Negeri Makssar.

Saerang, D. P. E., Tulung, J. E., & Ogi, I. W. J. (2018). The influence of executives’ characteristics on bank performance: The case of emerging market. Journal of Governance & Regulation, 7(4), 13-18.

Siregar, S. (2015). Metode penelitian kuantitatif: dilengkapi dengan perbandingan perhitungan manual & spss.

Sugiyono, P. D. (2014). Populasi dan sampel. Metode Penelitian Kuantitatif, Kualitatif Dan R&D, 291, 292.

Tjiptono, F. (2014). Service management: mewujudkan layanan prima. Yogyakarta: Andi Offset.

Tjiptono, Fandy, 2015. Strategi Pemasaran. Yogyakarta: Penerbit Andi.