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Vol. 6 No. 7 (2023): American Journal of Economics and Business Management

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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)

Reky Rura Paranoan
Master of Management Program, Faculty of Economics and Business, Sam Ratulangi University, Indonesia
S.L.H.V Joyce Lapian
Master of Management Program, Faculty of Economics and Business, Sam Ratulangi University, Indonesia
Willem JF Alfa Tumbuan
Willem JF Alfa Tumbuan

American Journal of Economics and Business Management, Vol. 6 No. 7 (2023): American Journal of Economics and Business Management

Abstract

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).

Keywords

Service Quality Customer Trust Promotions Application Usage Customer Satisfaction
Reky Rura Paranoan, S.L.H.V Joyce Lapian, & Willem JF Alfa Tumbuan. (2023). 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). American Journal of Economics and Business Management, 6(7), 113–131. Retrieved from https://globalresearchnetwork.us/index.php/ajebm/article/view/2342
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