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ARIS SIREGAR
Fakultas Ekonomi Universitas Asahan
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PENGARUH KUALITAS PELAYANAN, CUSTOMER RELATIONSHIP DAN HARGA TARIF LISTRIK TERHADAP KEPUASAN PELANGGAN PADA PT PLN (PERSERO) UP3 PEMATANG SIANTAR ULP KISARAN Gita Natama Hasibuan; Aris Siregar
JOURNAL OF SCIENCE AND SOCIAL RESEARCH Vol. 9 No. 2 (2026): April 2026
Publisher : Smart Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54314/jssr.v9i2.6337

Abstract

Abstract: This study aims to analyze the effect of Service Quality, Customer Relationship, and Electricity Tariff Prices on Customer Satisfaction at PT PLN (Persero) UP3 Pematang Siantar ULP Kisaran. The data used are primary data. This research employed a quantitative method with a descriptive approach. The population in this study consisted of all customers of PT PLN (Persero) ULP Kisaran, with the exact number unknown. The sample consisted of 96 respondents selected using purposive sampling technique. Data collection techniques were carried out through questionnaires, interviews, and documentation. The analysis technique used was multiple linear regression analysis with the assistance of SPSS version 26. The results showed that simultaneously, Service Quality, Customer Relationship, and Electricity Tariff Prices have a positive and significant effect on Customer Satisfaction with an Fcount value of 53.317 > Ftable 2.70 and a significance value of 0.000 < 0.05. Partially, Service Quality has a positive and significant effect on Customer Satisfaction with a tcount value of 2.207 > ttable 1.98580 and a significance value of 0.030 < 0.05. Customer Relationship also has a positive and significant effect with a tcount value of 2.386 > ttable 1.98580 and a significance value of 0.019 < 0.05. Electricity Tariff Prices have a positive and significant effect on Customer Satisfaction with a tcount value of 2.197 > ttable 1.98580 and a significance value of 0.031 < 0.05. The coefficient of determination (R²) value is 0.623, which means that Service Quality, Customer Relationship, and Electricity Tariff Prices can explain 62.3% of the variation in Customer Satisfaction, while the remaining 37.7% is influenced by other variables outside the research model. Keywords: Service Quality, Customer Relationship, Electricity Tariff Prices, Customer Satisfaction   Abstrak: Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas pelayanan, customer relationship, dan harga tarif listrik terhadap kepuasan pelanggan pada PT PLN (Persero) UP3 Pematang Siantar ULP Kisaran. Metode penelitian yang digunakan adalah metode kuantitatif dengan pendekatan deskriptif. Populasi dalam penelitian ini adalah seluruh pelanggan PT PLN (Persero) ULP Kisaran yang jumlahnya tidak diketahui secara pasti. Teknik pengambilan sampel menggunakan purposive sampling dengan jumlah sampel sebanyak 96 responden. Teknik pengumpulan data dilakukan melalui kuesioner, wawancara, dan dokumentasi. Metode analisis data yang digunakan adalah analisis regresi linear berganda dengan bantuan program SPSS versi 26. Hasil penelitian menunjukkan bahwa secara simultan kualitas pelayanan, customer relationship, dan harga tarif listrik berpengaruh positif dan signifikan terhadap kepuasan pelanggan dengan nilai Fhitung sebesar 53,317 > Ftabel 2,70 dan nilai signifikansi 0,000 < 0,05. Secara parsial kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan dengan nilai thitung sebesar 2,207 > ttabel 1,98580 dan nilai signifikansi 0,030 < 0,05. Customer relationship berpengaruh positif dan signifikan terhadap kepuasan pelanggan dengan nilai thitung sebesar 2,386 > ttabel 1,98580 dan nilai signifikansi 0,019 < 0,05. Harga tarif listrik berpengaruh positif dan signifikan terhadap kepuasan pelanggan dengan nilai thitung sebesar 2,197 > ttabel 1,98580 dan nilai signifikansi 0,031 < 0,05. Hasil koefisien determinasi (R²) diperoleh sebesar 0,623 yang berarti bahwa kualitas pelayanan, customer relationship, dan harga tarif listrik mampu menjelaskan kepuasan pelanggan sebesar 62,3%, sedangkan sisanya sebesar 37,7% dipengaruhi oleh variabel lain yang tidak diteliti dalam penelitian ini. Kata Kunci: Kualitas Pelayanan, Customer Relationship, Harga Tarif Listrik, Kepuasan Pelanggan
Work–Life balance, motivation, and environment as determinants of civil servant performance in North Sumatra Indonesia Aris Siregar; Seroja Adinda Ayu
Priviet Social Sciences Journal Vol. 6 No. 9 (2026): September, 2026
Publisher : Privietlab

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55942/pssj.v6i9.2232

Abstract

Indonesian bureaucratic reform has made the individual performance of civil servants a central policy concern, yet empirical evidence on which work-related resources actually move performance in small district-level agencies remains thin. This study examines the partial and simultaneous effects of work–life balance, work motivation, and the work environment on employee performance at the Fisheries Agency of Asahan Regency, North Sumatra. A quantitative, cross-sectional survey was administered to the entire population of 32 civil servants using saturated sampling, and the data were analysed with multiple linear regression in SPSS 24 after establishing instrument validity, internal consistency, and compliance with the classical linear model assumptions. The estimated model was statistically significant, F(3, 28) = 6.02, p = .003, and explained 39.2% of the variance in performance (adjusted R² = .327). Work–life balance was the only significant unique predictor, B = 0.378, SE = 0.123, β = .507, t(28) = 3.07, p = .005, uniquely accounting for approximately 20.5% of performance variance. Neither work motivation, p = .534, nor the work environment, p = .318, contributed significantly once work–life balance was controlled. The findings position work–life balance as a personal resource that survives statistical competition with two variables that dominate Indonesian human resource management research, and suggest that in a small, tenured, rule-governed public office, motivation and physical work conditions operate as hygiene conditions rather than as drivers that differentiate performance. Implications for flexible-work policy and workload design in local government are discussed.
PENGARUH SERVICE QUALITY, KUALITAS PRODUK DAN HARGA TERHADAP LOYALITAS  PELANGGAN PADA COFFEE SHOP MONDOKOPI KISARAN Adelia Putri Hasibuan; Aris Siregar
JOURNAL OF SCIENCE AND SOCIAL RESEARCH Vol. 9 No. 2 (2026): April 2026
Publisher : Smart Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54314/jssr.v9i2.7112

Abstract

Abstract: This study aims to determine the simultaneous and partial influence of service quality, kualitas produk, and price on customer loyalty. The sample size consisted of 96 respondents. The data analysis technique used was multiple linear regression. The regression results produced the equation Y = 4.601 + 0.324X1 + 0.459X2 + 0.210X3. The F-test resulted in an Fcount value of 71.158 > Ftable (2.70), meaning that service quality, kualitas produk, and price simultaneously influence customer loyalty. The results of the t-test show that, partially, service quality has a positive effect on customer loyalty because tcount (5.734) > ttable (1.98580); kualitas produk has a positive effect on customer loyalty because tcount (5.592) > ttable (1.98580); and price has a positive effect on customer loyalty because tcount (4.211) > ttable (1.98580). The results of the R2 test show an Adjusted R Square value of 0.589, which means that the independent variables consisting of service quality, kualitas produk, and price are able to explain customer loyalty by 58.9%, while the remaining 41.1% is explained by other variables not included in this study. Keywords: service quality, kualitas produk, price, customer loyalty   Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh secara simultan dan parsial service quality, kualitas produk dan harga terhadap loyalitas pelanggan. Jumlah sampel sebanyak 96 responden. Teknik analisis data menggunakan regresi linier berganda. Hasil regresi menghasilkan persamaan Y = 4,601 + 0,324X1 + 0,459X2 + 0,210X3. Uji-F menghasilkan nilai Fhitung (71,158) > Ftabel (2,70), artinya service quality, kualitas produk dan harga berpengaruh secara simultan terhadap loyalitas pelanggan. Hasil uji-t, secara parsial service quality berpengaruh positif terhadap loyalitas pelanggan karena thitung (5,734) > ttabel (1,98580), kualitas produk berpengaruh positif terhadap loyalitas pelanggan karena thitung (5,592) > ttabel (1,98580), harga berpengaruh positif terhadap loyalitas pelanggan karena thitung (4,211) > ttabell (1,98580). Hasil uji-R2, nilai Adjusted R Square yaitu 0,589, artinya variabel bebas yang terdiri dari service quality, kualitas produk, dan harga mampu menjelaskan loyalitas pelanggan sebesar 58,9%, sedangkan sisanya 41,1% dijelaskan oleh variabel-variabel lain yang tidak termasuk dalam penelitian ini. Kata kunci: service quality, kualitas produk, harga, loyalitas pelanggan
Co-Authors Adelia Putri Hasibuan ANSHARI PUTRA Azizah Siregar Dailami Dian Ayu Andriani Dicky Apdilah Eddy Pangidoan Emiel Salim Siregar Gita Natama Hasibuan H Aly, Moustafa Hadi Suriono Harmayani HELMI NASUTION Herman Herman Hilmiatus Sahla Ikhwan, Ali Jihan Aprilia Muhammad Rinaldi Prawira Nanda Sri Wahyuni Normansyah Novita Sari Nurleli Juanda ROSNAIDA ROSNAIDA Rosnaida3 Rosnaida Seroja Adinda Ayu Sri Rahmayanti TARI INGGRI CHANIA ZULFA KHAIRINA BATUBARA