<![CDATA[Penelitian ini bertujuan untuk menganalisis pengaruh Kualitas Barang dan Kualitas Jasa terhadap Kepuasan Pelanggan PT. PLN (Persero) ULP Makale, dengan Kinerja Vendor sebagai variabel mediasi. Menggunakan pendekatan kuantitatif deskriptif, data dikumpulkan dari 100 pelanggan PT. PLN (Persero) ULP Makale dan dianalisis menggunakan metode Structural Equation Modeling – Partial Least Squares (SEM-PLS). Hasil penelitian menunjukkan bahwa kualitas barang memiliki pengaruh signifikan terhadap kinerja vendor dan kepuasan pelanggan. Demikian pula, kualitas jasa berpengaruh signifikan terhadap kinerja vendor dan kepuasan pelanggan. Lebih lanjut, kinerja vendor terbukti berpengaruh signifikan terhadap kepuasan pelanggan. Uji Sobel menegaskan peran mediasi kinerja vendor dalam hubungan antara kualitas barang terhadap kepuasan pelanggan, serta memediasi pengaruh kualitas jasa terhadap kepuasan pelanggan PT. PLN (Persero) ULP Makale. Temuan ini menggarisbawahi pentingnya mempertahankan standar tinggi dalam kualitas barang dan jasa, serta memastikan kinerja vendor yang optimal untuk meningkatkan kepuasan pelanggan secara keseluruhan. This study aims to analyze the influence of Product Quality and Service Quality on Customer Satisfaction at PT. PLN (Persero) ULP Makale, with Vendor Performance as a mediating variable. Employing a descriptive quantitative approach, data was collected from 100 customers of PT. PLN (Persero) ULP Makale and analyzed using the Structural Equation Modeling – Partial Least Squares (SEM-PLS) method. The findings indicate that product quality significantly affects both vendor performance and customer satisfaction. Similarly, service quality significantly influences vendor performance and customer satisfaction. Furthermore, vendor performance is proven to have a significant impact on customer satisfaction. The Sobel test confirms the mediating role of vendor performance in the relationship between product quality and customer satisfaction, as well as mediating the effect of service quality on customer satisfaction at PT. PLN (Persero) ULP Makale. These results highlight the importance of maintaining high standards in product and service quality, and ensuring optimal vendor performance to enhance overall customer satisfaction.]]>
