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All Journal Jurnal Manajemen Pemasaran dan Perilaku Konsumen
Tripitakananda, Dhevia
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Decision Sciences, Operations Research & Management

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The Effects of Service Quality, Service Innovation, and Price Perception Toward Household Customer Satisfaction: An Empirical Study Tripitakananda, Dhevia; Parwati, Kardina Yudha
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 4 No. 4 (2025)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2025.04.4.09

Abstract

Purpose – This study aims to examine the effects of service quality, service innovation, and price perception on household customer satisfaction at PT PLN (Persero) UP3 Malang.    Design/methodology/approach – This research uses a quantitative approach. Data were collected through questionnaires distributed to 100 residential customers who met the research criteria. The data were analyzed using IBM SPSS Statistics 30.0   Findings – The results indicate that service quality, service innovation, and price perception have a positive and significant effect on household customer satisfaction at PT PLN (Persero) UP3 Malang.   Originality/value – This study contributes to the service marketing literature by highlighting the role of innovation alongside traditional service quality and price perception in shaping customer satisfaction in the electricity service sector.
Co-Authors Kardina Yudha Parwati