Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Economics and Business Journal
Destya Salsabila Firmansyah
Administrasi Niaga, Politeknik Negeri Bandung, Indonesia
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The Role of Service Innovation and Service Quality in Improving Customer Satisfaction Destya Salsabila Firmansyah; Yayan Firmansyah
Economics and Business Journal (ECBIS) Vol. 4 No. 2 (2026): January
Publisher : PT. Maju Malaqbi Makkarana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ecbis.v4i2.393

Abstract

This research had the objective to determine the impact of innovation on service and service quality on customer satisfaction at the Baleendah Customer Service Unit of PT PLN (Persero). A causal quantitative method was employed. A sample of 125 respondents, all of whom had experienced service innovation, was selected for this study. The analysis was conducted using SmartPLS software, employing validity, reliability, and hypothesis tests to examine the data. The findings of this research indicate that the service innovation variable has a significant direct impact on the expected variable with a value of 0.036. Additionally, both service innovation and service quality significantly influence the customer satisfaction variable at the Baleendah Customer Service Unit of PT PLN (Persero), with an indirect effect of 0.173.
Co-Authors YAYAN FIRMANSYAH, YAYAN