Pengaruh E-Service Quality terhadap Kepuasan Pelanggan dengan Penanganan Keluhan dan Kepercayaan Pelanggan sebagai Variabel Intervening (Studi Kasus di PT. PLN (Persero) UP3 Medan dan Medan Utara Wilayah Kerja Kota Medan)

Abstract

This study aims to examine and analyze the influence of e-service quality on customer satisfaction with complaint handling and customer trust as intervening variables at PT. PLN (Persero) UP3 Medan and Medan Utara in the Medan City work area. The population consists of all users of the New PLN Mobile application at PT. PLN (Persero) UP3 Medan and Medan Utara in the Medan City work area, totaling 3,256,389 users. The sample includes 400 customers. The data analysis technique used is Partial Least Square (PLS). The results show that e-service quality influences customer satisfaction, e-service quality influences complaint handling, e-service quality influences customer trust, complaint handling mediates the influence of e-service quality on customer satisfaction, and customer trust mediates the influence of e-service quality on customer satisfaction.