The Impact of Customer Satisfaction on Service Quality and Employee Performance at PT. PLN (PERSERO) Sulawesi Load Dispatch Center

Assagaf Al Saleh; Nisma Iriani; Rajamemang Rajamemang; Wahyudi Putera; Andi Tenri Ulmi Qalsum

doi:10.55927/fjas.v5i4.43

Authors

Assagaf Al Saleh Universitas Indonesia Timur
Nisma Iriani Universitas Indonesia Timur
Rajamemang Rajamemang Universitas Muhammadiyah Sinjai
Wahyudi Putera STIE Pelita Buana Makassar
Andi Tenri Ulmi Qalsum STIE Pelita Buana Makassar

DOI:

https://doi.org/10.55927/fjas.v5i4.43

Keywords:

Customer Satisfaction, Service Quality, Employee Performance, PT. PLN (Persero), UIPB Sulawesi

Abstract

This study aims to examine the impact of service quality and employee performance on customer satisfaction levels at PT. PLN (Persero) Sulawesi Load Dispatch Center (UIPB). As a critical service provider, PLN must ensure a stable electricity supply while delivering the best possible service. This is a quantitative study using an associative approach. Data were collected by distributing questionnaires to 100 respondents industrial and large-scale customers within the UIPB Sulawesi service area and through internal observations of employee performance. The data analysis method employed was Multiple Linear Regression using SPSS software. The study results indicate that, individually, service quality as measured by the dimensions of reliability, responsiveness, assurance, empathy, and tangibility has a positive and significant impact on customer satisfaction.

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