Responsiveness and Empathy

Oct 13, 2025 by talynt.org 139 views

The Effect of Service Quality on Customer Satisfaction of Prepaid Electricity Users at PT PLN (Persero) Lubuk Pakam Area

Introduction

In today's world, electricity has become an essential part of our daily lives. With the increasing dependence on electricity, PT PLN (Persero) has been working tirelessly to improve its service quality. One of the innovative programs introduced by PLN is the prepaid electricity program. This study aims to examine the effect of service quality on the satisfaction of prepaid electricity users in the Lubuk Pakam area.

Background

PT PLN (Persero) is a state-owned electricity company that provides electricity services to millions of customers across Indonesia. The company has been working to improve its service quality by introducing various innovative programs, including the prepaid electricity program. The prepaid electricity program allows customers to purchase electricity units in advance, which can be used to power their homes and businesses. This program has been widely adopted by customers in the Lubuk Pakam area, and it has become an essential part of their daily lives.

Methodology

This study uses a quantitative approach with associative methods to examine the effect of service quality on customer satisfaction. A survey of 100 respondents who are prepaid electricity users in Lubuk Pakam was conducted to collect data. The data was analyzed using linear regression with SPSS software.

Results

The results of the study show that there is a significant effect of service quality variables on customer satisfaction. The service quality variables that were examined include tangible, reliability, responsiveness, assurance, and empathy. The results show that:

Tangible, Reliability, and Assurance: These three variables have a positive and significant influence on customer satisfaction. This shows that customers are very concerned about the physical aspects, reliability, and guaranteed services provided by PLN.
Responsiveness and Empathy: This variable shows a positive effect on customer satisfaction, but is not significant. That is, although customers respect the speed of response and empathy from PLN officers, these factors have not yet become the main determinants of their satisfaction.

Discussion

The results of this study indicate that the satisfaction of prepaid electricity users is strongly influenced by the quality of the services offered. PLN needs to focus on aspects tangible, reliability, and assurance, such as:

Tangible: Improving the quality of infrastructure and equipment used, as well as the physical appearance of the PLN service office.
Reliability: Increasing service reliability by minimizing disturbances and ensuring stable electricity supply.
Assurance: Increasing customer confidence by providing accurate and transparent information, as well as strengthening the competence and professionalism of PLN officers.

The Importance of Building a Strong Relationship

Although responsiveness and empathy are not yet a major factor, PLN must not ignore this aspect. Building strong relationships with customers through fast responses and empathic attention, can increase customer loyalty and satisfaction in the long run.

Recommendation

Based on the results of this study, the following recommendations are made:

PT PLN (Persero) needs to continue to improve the quality of services, especially in aspects of tangible, reliability, and assurance.
PLN dapat menggunakan hasil penelitian ini untuk mengembangkan program dan strategi yang lebih efektif dalam meningkatkan kepuasan pelanggan.
PLN juga perlu terus memantau kepuasan pelanggan secara berkala dan melakukan penyesuaian terhadap perubahan kebutuhan dan ekspektasi pelanggan.

Conclusion

In conclusion, this study has shown that service quality has a significant effect on customer satisfaction of prepaid electricity users in the Lubuk Pakam area. PLN needs to focus on improving the quality of services, especially in aspects of tangible, reliability, and assurance. Additionally, building strong relationships with customers through fast responses and empathic attention, can increase customer loyalty and satisfaction in the long run.

Limitation

This study has some limitations. The study only examined the effect of service quality on customer satisfaction of prepaid electricity users in the Lubuk Pakam area. Future studies can examine the effect of service quality on customer satisfaction in other areas or industries.

Future Research

Future research can build on the findings of this study by examining the effect of service quality on customer satisfaction in other areas or industries. Additionally, future research can examine the impact of service quality on customer loyalty and retention.

References

[1] PT PLN (Persero). (2022). Annual Report.
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Q&A: The Effect of Service Quality on Customer Satisfaction of Prepaid Electricity Users at PT PLN (Persero) Lubuk Pakam Area

Q: What is the main objective of this study?

A: The main objective of this study is to examine the effect of service quality on the satisfaction of prepaid electricity users in the Lubuk Pakam area.

Q: What is the methodology used in this study?

A: This study uses a quantitative approach with associative methods to examine the effect of service quality on customer satisfaction. A survey of 100 respondents who are prepaid electricity users in Lubuk Pakam was conducted to collect data. The data was analyzed using linear regression with SPSS software.

Q: What are the service quality variables examined in this study?

A: The service quality variables examined in this study include tangible, reliability, responsiveness, assurance, and empathy.

Q: What are the results of this study?

A: The results of this study show that there is a significant effect of service quality variables on customer satisfaction. The service quality variables that were examined include tangible, reliability, responsiveness, assurance, and empathy.

Q: What are the implications of this study?

A: The implications of this study are that PT PLN (Persero) needs to focus on improving the quality of services, especially in aspects of tangible, reliability, and assurance. Additionally, building strong relationships with customers through fast responses and empathic attention, can increase customer loyalty and satisfaction in the long run.

Q: What are the limitations of this study?

A: This study has some limitations. The study only examined the effect of service quality on customer satisfaction of prepaid electricity users in the Lubuk Pakam area. Future studies can examine the effect of service quality on customer satisfaction in other areas or industries.

Q: What are the recommendations of this study?

A: Based on the results of this study, the following recommendations are made:

PT PLN (Persero) needs to continue to improve the quality of services, especially in aspects of tangible, reliability, and assurance.
PLN dapat menggunakan hasil penelitian ini untuk mengembangkan program dan strategi yang lebih efektif dalam meningkatkan kepuasan pelanggan.
PLN juga perlu terus memantau kepuasan pelanggan secara berkala dan melakukan penyesuaian terhadap perubahan kebutuhan dan ekspektasi pelanggan.

Q: What are the future research directions?

A: Future research can build on the findings of this study by examining the effect of service quality on customer satisfaction in other areas or industries. Additionally, future research can examine the impact of service quality on customer loyalty and retention.

Q: What are the practical implications of this study?

A: The practical implications of this study are that PT PLN (Persero) needs to focus on improving the quality of services, especially in aspects of tangible, reliability, and assurance. Additionally, building strong relationships with customers through fast responses and empathic attention, can increase customer loyalty and satisfaction in the long run.

Q: What are the theoretical implications of this study?

A: The theoretical implications of this study are that service quality has a significant effect on customer satisfaction. This study contributes to the existing literature on service quality and customer satisfaction by providing empirical evidence on the effect of service quality on customer satisfaction in the prepaid electricity industry.

Q: What are the policy implications of this study?

A: The policy implications of this study are that PT PLN (Persero) needs to continue to improve the quality of services, especially in aspects of tangible, reliability, and assurance. Additionally, building strong relationships with customers through fast responses and empathic attention, can increase customer loyalty and satisfaction in the long run.