Pengaruh Kompetensi Teknis dan Responsivitas Petugas Terhadap Kepuasan Pelanggan di PT. PLN (Persero) ULP Sidikalang

Abstract

This study highlights the importance of public service quality in the electricity sector provided by PT. PLN (Persero) ULP Sidikalang in meeting the needs of the Dairi Regency community. The main focus is on the technical competence and responsiveness of field staff in handling electrical disturbances and administrative services, as well as their influence on customer satisfaction. The research employs a quantitative approach with a causal associative design. The population consists of all PLN ULP Sidikalang customers, categorized as an unknown population. The sample size was determined using Cochran’s formula, resulting in 100 respondents selected through purposive sampling. Data were collected using Likert-scale questionnaires and official company documentation. Analytical techniques included validity and reliability tests, classical assumption tests, multiple linear regression, t-test (partial), F-test (simultaneous), and coefficient of determination. Findings indicate that all research instruments are valid and reliable. Descriptive results show that technical competence, staff responsiveness, and customer satisfaction variables are predominantly in the “very good” category. Regression analysis reveals that technical competence and responsiveness have a positive and significant effect on customer satisfaction, both partially and simultaneously. Recommendations emphasize the need for regular technical training programs for field staff, optimization of response time through the PLN Mobile application, and strengthening communication ethics and empathy in customer service.