Determinant Factors of Customer Satisfaction In PT. PLN (Persero) Dumai
Keywords:
Customer Satisfaction, Service Quality, ElectricityAbstract
Unit Layanan Pelanggan (ULP) Bagan Batu pada PT PLN (Persero) Unit Pelaksana Pelayanan Pelanggan (UP3) Dumai was established in Bagan Sinembah District, Rokan Hilir Regency, to address the community's electrical demands. When it comes to customer satisfaction, each consumer will undoubtedly have a different opinion. There are still complaints regarding the services offered and a lack of socialization taking place as part of its execution. The study's goal was to determine the factors that influence customer satisfaction at PT. PLN (Persero) Dumai. Variables include Product Quality, Service Quality, Emotional, Price and Cost and Ease of Getting a Product or Service. With a total of 145 respondents, all outsourced employees and employees, as well as consumers, were included as samples, with saturated sampling approach for employees and outsourcing employees using simple random sampling method, and proportionate stratified random sampling method for customers. There are two categories of data used: main and secondary. The results of the questionnaires and interviews were evaluated using descriptive statistics. According to the findings, product quality and ease of obtaining a product or service are the decisive factors in customer satisfaction among the five components.
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