Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada PLN ULP Lamongan
DOI:
https://doi.org/10.31316/ubmj.v5i1.8741Keywords:
lokasi, harga, kualitas pelayanan kepuasan konsumenAbstract
Tujuan: Penelitian ini bertujuan menganalisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan PLN Unit Layanan Pelanggan (ULP) Lamongan. Fenomena monopoli PLN yang kerap dikritik masyarakat—dari pemadaman tanpa pemberitahuan hingga komunikasi yang minim—menjadi latar belakang penting untuk mengetahui dimensi layanan yang benar-benar menentukan kepuasan.
Metodologi: Dari 280 responden, 276 kuesioner valid dianalisis. Penentuan jumlah responden mengacu pada rumus Slovin dengan tingkat kesalahan 10%, sehingga data dianggap representatif dari populasi 175.702 pelanggan. Analisis dilakukan melalui uji validitas, reliabilitas, dan regresi linier berganda terhadap lima dimensi SERVQUAL: bukti fisik, keandalan, daya tanggap, jaminan, dan empati.
Temuan: Hasil penelitian menunjukkan seluruh dimensi SERVQUAL berpengaruh signifikan terhadap kepuasan pelanggan dengan kontribusi bersama 83,2% (R² = 0,832). Dimensi dominan adalah bukti fisik (β = 0,375), diikuti keandalan (β = 0,203), empati (β = 0,196), jaminan (β = 0,175), dan daya tanggap (β = 0,116). Artinya, kenyamanan fasilitas dan sarana layanan menjadi faktor utama kepuasan, sementara respon cepat dinilai penting tetapi belum konsisten.
Orisinalitas: Studi ini memperluas literatur dengan menguji SERVQUAL pada konteks monopoli layanan publik di tingkat unit operasional. Penelitian menekankan bahwa kepuasan pelanggan PLN bukan semata soal pasokan listrik, melainkan juga pengalaman interaksi yang manusiawi.
Keterbatasan Penelitian: Penelitian hanya dilakukan di ULP Lamongan dan menggunakan metode kuantitatif, sehingga hasil belum dapat digeneralisasi ke semua unit PLN. Penelitian mendatang disarankan memperluas lokasi, menambah variabel mediasi seperti kepercayaan, atau menggunakan desain longitudinal.
Implikasi Praktis: Hasil ini menunjukkan perlunya PLN meningkatkan aspek fisik layanan dan memperkuat komunikasi. Di ULP Lamongan, langkah sederhana seperti memperbaiki ruang tunggu, memberi notifikasi pemadaman yang jelas, serta memastikan respon cepat dan personal dapat meningkatkan kepuasan dan memperbaiki citra PLN secara nasional
References
Achzuhra, F. (2025). Analisis M-Banking Service Quality terhadap Kepuasan Nasabah yang Berdampak pada Loyalitas Nasabah pada PT. Bank Rakyat Indonesia, Tbk. Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 7(3). https://doi.org/10.47467/alkharaj.v7i3.6874
Akob, R., & Sukarno, Z. (2022). Pengaruh Kualitas Layanan Mobile Banking terhadap Kepuasan dan Loyalitas Nasabah Bank BUMN di Makassar. Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship, 11(2). https://doi.org/10.30588/jmp.v11i2.889
Aryanto, R., & Purwanto, S. (2022). The Effect of Brand Image and Service Quality on Customer Satisfaction at PT Pos Indonesia in the Waru Area, Sidoarjo. BBM (Buletin Bisnis & Manajemen), 8(1). https://doi.org/10.47686/bbm.v8i1.392
Balinado, J., Prasetyo, Y., Young, M., Persada, S., Miraja, B., & Redi, A. (2021). The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service. Journal of Open Innovation: Technology, Market, and Complexity, 7(2), 116. https://doi.org/10.3390/joitmc7020116
Crisafulli, B., & Singh, J. (2017). Service Failures in E-Retailing: Examining the Effects of Response Time, Compensation, and Service Criticality. Computers in Human Behavior, 77, 413–424. https://doi.org/10.1016/j.chb.2017.07.013
Dam, S., & Dam, T. (2021). Relationships Between Service Quality, Brand Image, Customer Satisfaction, and Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Ernawati, E., Suhariningsih, S., Kusumadara, A., & Santoso, B. (2023). Aligning State-Owned Enterprises with Constitutional Values. Ascarya: Journal of Islamic Science, Culture, and Social Studies, 3(2). https://doi.org/10.53754/iscs.v3i2.639
Faeni, D. (2023). SERVQUAL measures in Indonesian government healthcare: Evidence from BPJS. Journal of Asian Finance, Economics and Business, 10(5). https://doi.org/10.13106/jafeb.2023.vol10.no5.001
Farooq, M., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of Service Quality on Customer Satisfaction in Malaysia Airlines: A PLS-SEM Approach. Journal of Air Transport Management, 67, 169–180. https://doi.org/10.1016/j.jairtraman.2017.12.008
Fida, B., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Satisfaction in Islamic Banks in Oman. SAGE Open, 10(2). https://doi.org/10.1177/2158244020919517
Floriano, M. (2025). Effects of Online Managerial Responses on Observing Customers: The Impact of Failure Severity and Complainant Communication Ability. Journal of Research in Interactive Marketing. https://doi.org/10.1108/jrim-11-2024-0509
Gada, A., & Melka, T. (2024). The effect of service quality on customer satisfaction: Evidence from Ethiopian Airlines. African Journal of Marketing Management, 16(2).
Gupta, A., Singh, R., Mathiyazhagan, K., Suri, P., & Dwivedi, Y. (2022). Exploring relationships between service quality dimensions and customer satisfaction: Empirical study in context to Indian logistics service providers. The International Journal of Logistics Management, 33(4), 1327–1346. https://doi.org/10.1108/ijlm-02-2022-0084
Hendriana, T., & Irawan, N. (2024). The influence of service quality on customer satisfaction. International Journal of Applied Finance and Business Studies, 11(4). https://doi.org/10.35335/ijafibs.v11i4.261
Istanbulluoglu, D. (2017). Complaint Handling on Social Media: The Impact of Multiple Response Times on Consumer Satisfaction. Computers in Human Behavior, 74, 72–82. https://doi.org/10.1016/j.chb.2017.04.016
Israel, G. D. (1992). Determining Sample Size. University of Florida Cooperative Extension.
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30(3), 607–610. https://doi.org/10.1177/001316447003000308
Kusuma, M., & Rahim, S. (2021). The Effectiveness of the New PLN Mobile Application in Improving Service Quality, Customer Satisfaction, and Electrifying Lifestyle during the New Normal Period in Tanjung Pandan City. IOP Conference Series: Earth and Environmental Science, 913(1). https://doi.org/10.1088/1755-1315/913/1/012050
Larasati, F., & Suryoko, S. (2020). Pengaruh Kualitas Pelayanan dan Citra Merek terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan (Studi pada Pengguna Jasa PT Pos Indonesia di Kota Semarang). Jurnal Ilmu Administrasi Bisnis. https://doi.org/10.14710/jiab.2020.28797
Mahsyar, J. (2020). Pengaruh Citra Merek dan Kualitas Pelayanan terhadap Loyalitas Pelanggan melalui Variabel Kepuasan Pelanggan. Indonesian Journal of Strategic Management, 3(2). https://doi.org/10.25134/ijsm.v3i2.3898
Nguyen, Q., Nisar, T., Knox, D., & Prabhakar, G. (2018). Understanding customer satisfaction in the UK quick service restaurant industry. British Food Journal, 120(6), 1207–1222. https://doi.org/10.1108/bfj-08-2017-0449
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector. Sustainability, 11(4), 1113. https://doi.org/10.3390/su11041113
Pranoto, H., Soetedja, V., Paramitha, T., & Wibowo, A. (2023). Service Quality Influence on Repurchase Intention, Through Customer Satisfaction Mediation: Indonesia Music Studio Perspective. Jurnal Aplikasi Bisnis dan Manajemen, 9(3), 706–715. https://doi.org/10.17358/jabm.9.3.706
Raza, S., Umer, A., Qureshi, M., & Dahri, A. (2020). Internet Banking Service Quality, E-Customer Satisfaction and Loyalty: The Modified E-SERVQUAL Model. The TQM Journal, 32(6), 1443–1466. https://doi.org/10.1108/tqm-02-2020-0019
Rohayati, Y., & Kurhayadi, K. (2021). Public Policy Innovation in Developing State Owned Business Agencies. Indonesian Journal of Social Research (IJSR), 3(2). https://doi.org/10.30997/ijsr.v3i2.88
Sekaran, U., & Bougie, R. (2016). Research Methods for Business: A Skill Building Approach (7th ed.). Wiley.
Supriyanto, A., Wiyono, B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847
Wijaya, A. (2024). Culture Internalization for AKHLAK BUMN: A Uniformized Core Values of All Indonesian State-Owned Enterprises. Journal of Electrical Systems, 20(2), 2241–2250. https://doi.org/10.52783/jes.2241
Winarti, W., Hidayati, T., & Martiyanti, D. (2023). Evaluating the Service Performance Measurement in PT. ASABRI (Persero) Balikpapan Branch Office, Indonesia. International Journal of Finance, Economics and Business, 2(2). https://doi.org/10.56225/ijfeb.v2i2.213
Yang, Q., Wang, Z., Feng, K., & Tang, Q. (2024). Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A SERVQUAL perspective. Journal of Retailing and Consumer Services, 73. https://doi.org/10.1016/j.jretconser.2024.103940
Zeithaml, V. A., & Bitner, M. J. (1996). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill.
