The Influence of Service Quality, Customer Trust, Promotion, Use of the PLN Mobile Application on Customer Satisfaction PT. PLN (Persero) UP3 Palu (Case Study on PLN Mobile Application Users, PLN Kamonji Customer Service Unit)
Keywords:
Service Quality, Customer Trust, Promotions, Application Usage, Customer SatisfactionAbstract
Customers are assets that play an important role in determining the success of the company. Meeting customer needs which is an important goal for PT. PLN (Persero) UP3 Palu. To meet customer satisfaction there needs to be an improvement in service quality which refers to customer satisfaction as the main goal in providing services. This study aims to analyze service quality, customer trust, promotions, and the use of the PT PLN (Persero) Mobile application at the Kamonji Customer Service Unit on the PLN Mobile Application on customer satisfaction provided. The analytical method used is validity, reliability, classical assumptions and multiple regression using the SPSS 25 application. The results show that partially Service Quality, Customer Trust, Promotion, and Application Usage has a positive and significant effect on Customer Satisfaction. Simultaneously Service Quality, Customer Trust, Promotion, and Application Usage have a significant effect on PT. PLN (Persero) UP3 Palu. (Case Study on PLN Mobile Application Users, PLN Kamonji Customer Service Unit).
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