Pengaruh Kompetensi,Motivasi dan Kinerja Pegawai Terhadap Kepuasan Pelanggan PT PLN (Persero) UP3 Palembang
Abstract
This study aims to analyze the effect of employee competence, work motivation, and employee performance on customer satisfaction at PT PLN (Persero) UP3 Palembang. A descriptive quantitative method was used, with data collected through questionnaires distributed to 120 customers. Multiple linear regression analysis was conducted using SPSS version 22. The results indicate that competence, work motivation, and employee performance have a positive and significant effect on customer satisfaction, both partially and simultaneously. The coefficient of determination of 39.7% shows that customer satisfaction is influenced by these three variables. The findings emphasize the importance of human resource management in improving the quality of public services.
Fields of Study & Subjects
Employee Performance and Management
Employee Performance and Motivation
Customer Service Quality and Loyalty
Publication details
- Journal / source
- Al-Kharaj Jurnal Ekonomi Keuangan & Bisnis Syariah
- Volume
- 8
- Issue
- 3
- Pages
- 995–1012
- Publication date
- 27 February 2026
- Language
- EN