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)

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.