Pengaruh E-Service Quality, Kepercayaan Pelanggan Dan Kemudahan Aplikasi PLN Mobile Terhadap Kepuasan Pelanggan PT. PLN (Persero) Singaraja

The purpose of this study was to determine the effect of E-Service Quality, Customer Trust and Ease of the PLN Mobile Application on Customer Satisfaction at PT. PLN (Persero) Singaraja. The population is 1,596 users of the PLN Mobile application and a sample based on the slovin formula obtained 94 customers. The analysis technique used in this research is SPSS Version 21.0 for windows. The results of the study show that the first hypothesis of e-service quality has a significant positive effect, where the significance value is smaller than the level value. The second hypothesis shows that customer trust has a significant positive effect, where the significance value is smaller than the level value. The third hypothesis shows that the mobile application has a significant positive effect, where the significance value is smaller than the level value. Based on the results of the f test calculation, it is known that the value of F-count > F-table, (74.510 > 3.09), this indicates that the variable e-service quality, customer trust and the ease of the mobile PLN application have a joint effect on customer satisfaction with a significant level of 0.000 < 0.050.