Customer Satisfaction Model Based on Customer Experience and Complaint Handling for PLN Mobile Application Users in PT. PLN (Persero) Work Area with Trust as an Intervening Variable
Abstract
This study aims to analyze the influence of customer experience and complaint handling on customer satisfaction, with trust as a intervening variable, focusing on PLN Mobile respondense at PT. PLN (Persero) UP3 Salatiga. This research uses a quantitative approach with data obtained through questionnaires from 100 respondents. Data analysis was conducted using the Structural Equation Modeling (SEM) method with SmartPLS software. The results of the research show that (1) customer experience does not have a significant effect on customer satisfaction; (2) complaint handling does not have a significant effect on customer satisfaction; (3) customer experience has a positive and significant effect on trust, where the higher the customer experience, the higher the customer trust; (4) complaint handling does not have a significant effect on trust; (5) trust has a positive and significant effect on customer satisfaction, where the higher the customer trust, the higher the customer satisfaction ; (6) customer experience has a positive and significant effect on customer satisfaction with trust as an intervening variable; (7) complaint handling does not have a significant effect on customer satisfaction with trust as an intervening variable.
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