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All Journal Jurnal Ilmiah Edunomika (JIE) Jurnal Ilmu Sosial, Politik dan Pemerintahan Jurnal Media Informatika Jurnal Ilmiah MADIYA: Masyarakat Mandiri Berkarya Journal of Economic, Business and Engineering (JEBE) International Journal of Applied Sciences in Tourism and Events Abdimas Indonesian Journal Jurnal Manajemen dan Dinamika Bisnis Journal of Economics and Social Sciences Jurnal Riset Manajemen Jurnal Riset Manajemen dan Ekonomi Jurnal Administrasi Negara Solo International Collaboration and Publication of Social Sciences and Humanities International Journal of Economic, Technology and Social Sciences (Injects) Jurnal Ilmu Administrasi Negara Jurnal Bisnis dan Ekonomi INTERNATIONAL JOURNAL OF SOCIETY REVIEWS (INJOSER) Journal of Management Specialists El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam IJETH Journal of Ekonomics, Finance, and Management Studies Jurnal Manajemen, Bisnis dan Kewirausahaan
John Sihar Manurung -
Politeknik Negeri Medan
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mechanical Engineering Public Health Social Sciences Other

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PENGARUH DIGITAL COMPLAINT HANDLING TERHADAP KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN: STUDI PADA PT PLN (PERSERO) ULP HELVETIA Siagian, Desmon Gunadi; Sirait, Katrin Jenny; Haro, Jamardua; Tarigan, Jenny Sari; Manurung, John Sihar
JURNAL ILMIAH EDUNOMIKA Vol. 10 No. 1 (2026): EDUNOMIKA
Publisher : ITB AAS Indonesia Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jie.v10i1.18613

Abstract

Digital transformation in customer complaint handling has become a strategic necessity for public service providers, including PT PLN (Persero). This study aims to examine the effect of Digital Complaint Handling on Service Quality and Customer Satisfaction, as well as to analyze the mediating role of Service Quality among customers of PLN ULP Helvetia. A quantitative approach was employed using PLS-SEM analysis on 150 respondents who had utilized the Chempion Mobile application. The results indicate that Digital Complaint Handling significantly influences Service Quality (β = 0.78) and Customer Satisfaction (β = 0.31). Furthermore, Service Quality significantly affects Customer Satisfaction (β = 0.62). The mediation analysis reveals that Service Quality partially mediates the relationship between Digital Complaint Handling and Customer Satisfaction, with an indirect effect of 0.484 and a VAF value of 61%. These findings confirm that the success of digital service initiatives is determined not only by technological implementation but also by the extent to which they improve overall service quality. The study suggests that optimizing digital service features and strengthening service quality dimensions are crucial strategies for enhancing customer satisfaction.
Pengaruh Lingkungan Kerja dan Motivasi Kerja terhadap Kinerja Karyawan di PT Pelindo Multi Terminal Belawan Regina Felisita Goretta Napitu; John Sihar Manurung; Anggiat Parlindungan; Dewi Comala Sari
Jurnal Manajemen, Bisnis dan Kewirausahaan Vol. 5 No. 2 (2025): Agustus : Jurnal Manajemen, Bisnis dan Kewirausahaan (JUMBIKU)
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jumbiku.v5i2.5870

Abstract

This study aims to analyze the influence of work environment and work motivation on employee performance at PT Pelindo Multi Terminal Belawan. The research employed a descriptive quantitative method with a survey approach. The sampling technique used was stratified probability sampling, involving 67 permanent employees of PT Pelindo Multi Terminal Belawan as respondents. Data were collected through field observations and structured questionnaires, then analyzed using multiple linear regression with the assistance of SPSS version 15 software. The classical assumption tests indicated that the data met the required conditions for further analysis. The results of the study showed that the work environment has a positive and significant effect on employee performance (Sig. 0.000 < 0.05). Meanwhile, work motivation has a positive but not significant effect on performance (Sig. 0.072 > 0.05). Simultaneously, the F-test results proved that the work environment and work motivation together have a significant effect on employee performance (Sig. 0.000 < 0.05). The contribution of these two variables to employee performance was 46.8% (Adjusted R Square), while the remaining 53.2% was explained by other factors not included in this study. The conclusion of this research is that the work environment is a vital factor that must be maintained and improved by the company to ensure optimal employee performance. Although work motivation did not show a significant influence, it still requires improvement, particularly in aspects such as career development, recognition, and a fair reward–punishment system. These findings are expected to provide valuable input for the management of PT Pelindo Multi Terminal Belawan in formulating strategic policies to enhance sustainable employee performance.
Co-Authors Adler Haymans Manurung Agus, Rizal Ahmad Kholil Ahmad Salabi Aisyah Hanah Azahra Amrin Aulia Akbar Hokia Azzahra, Ramadhana Binur Panjaitan Budi Indra Syahdewa Carlos, Gerry Juan Darmawati Simanjuntak - Desmon Gunadi Siagian Desty Hapsari Kirana Dewi Comala Sari Edy Sahputra Sitepu Evelyn Br Hutagalung FAIZAL FAIZAL FAIZAL Fauzia Afriyani Gilang Perkasa, Christianto Brian Ginting, Jasa Harris Pinagaran Nst Hartono Ginting Hasibuan, Annalisa Sonaria Hastami, Cut Ella Fadilla Ikram Yakin Indra Siregar Ishma Amelia Jamardua Haro - Jenny Sari Tarigan Joel Sitanggang Josua May Rio Putra Pakpahan Karo Karo, Sastra Katrin Jenny Sirait Kevin Felix Harianja LATIFAH Lily Maryam Nasution Lumbantobing, Roida M. Isa Anshori Mardhiatul Husna Marlina Merry Fithriani Muhamad Ilham Faozi Muhammad Fatkhurohman Albashori Nursiah Fitri - Nurwijayanti Pakpahan, Betty A. S. Putri Hartati Rahayu, Yunita Rangkuti, Agus Edy Ratna Ratna Regina Felisita Goretta Napitu Rena Augia Putrie Renata lnggrit Judit Situmorang Rismawati Rismawati Rismawati Safaruddin Sangapan, Lukman Sarah Rouli Tambunan, Sarah Rouli Septa Intiar Simbolon, Anggiat Parlindungan Singgih Abdul Pazri Situmorang, Chelsea Greeny F. Suri Purnami - Suriyadi Suriyadi Tosanov T.P. Napitupulu Yessi Kurnia Arjani Manik