The Influence of E-Service Quality and Service Quality on Customer Satisfaction Mediated by Customer Trust in the PLN Mobile Application

Abstract

Digital service quality, often known as e-service quality, is one aspect that influences customer satisfaction. A more modern term for service quality is e-service quality, sometimes shortened to e-servqual. E-service quality is a measure of how well a service performs in the online marketplace. Explanatory research is the main focus of this work. The purpose of explanatory research is to explain the nature and role of the variables studied (Sugiyono, 2019). The purpose of this study is to test the hypothesis by examining the relationship and influence of the independent and dependent variables. Based on the conclusions from the research results described, the author can explain the limitations of the study, including: The sample size used was only conducted in one division of PT PLN, namely the Customer Service Unit in Samboja District, Kutai Kartanegara Regency. There are still many other factors that influence customer satisfaction with the PLN Mobile application.