PENGARUH SERVICE QUALITY DAN COST TERHADAP CUSTOMER SATISFACTION TERHADAP PELANGAN PLTS ATAP MELALUI CUSTOMER EXPECTATION DAN CONFIRMATION SEBAGAI VARIABEL INTERVENING

Abstract

This study aims to analyze the influence of service quality variabels (reliability, assurance, tangibility, empathy, responsiveness, security, and accessibility) and service cost on customer expectation, confirmation, and customer satisfaction among PLN Residential customers using Rooftop PLTS in Banten Province.. The research sample was obtained using the purposive sampling method, with data collected from respondents in December 2024. The results indicate that all service quality variabels significantly impact perceptions of service quality. Reliability enhances customer trust, while assurance and tangibility strengthen positive perceptions through personnel competency and modern infrastructure. Additionally, empathy, responsiveness, and security support customer satisfaction by providing attention, safety, and responsive services. Service cost also positively affects customer expectation, where reasonable costs improve satisfaction. Fulfilled customer expectations reinforce confirmation, ultimately leading to increased customer satisfaction. This study provides implications for PLN in enhancing rooftop solar panel services to effectively meet customer expectations and support service sustainability.