The Impact of Service Quality on Customer Satisfaction of the Provincial Electricity Authority Area 2 Region 2 Northeastern Region

Abstract

This research consists purposes were 1. to study the service quality of the Provincial Electricity Authority Area 2 Region 2 Northeastern 2. to study the satisfaction of the service users of the Provincial Electricity Authority Area 2 Region 2 Northeastern 3. to examine the relationship between service quality and user satisfaction of the Provincial Electricity Authority Area 2 Region 2 Northeastern and 4. to study the impact of service quality on user satisfaction of the Provincial Electricity Authority Area 2 Region 2 Northeastern. This is a quantitative research study The research instrument used is a questionnaire, with a sample group consisting of 400 service users, determined using Taro Yamane's formula (1973). The data collected from the questionnaires were analyzed using descriptive statistics, including percentage, mean and standard deviation, as well as multiple linear regression analysis and content analysis. The research results found that 1) the service quality level of the Provincial Electricity Authority Area 2 Region 2 Northeastern was at a high level overall (x̅ = 3.83, S.D. = 0.56) 2) the satisfaction level of the users of the Provincial Electricity Authority Area 2 Region 2 Northeastern was at a high level overall (x̅ = 3.90, S.D. = 0.32) 3) the relationship of service quality had a positive effect on the satisfaction of the users of the Provincial Electricity Authority Area 2 Region 2 Northeastern with a correlation coefficient between .133-.653 and 4) the service quality that affected the satisfaction of the users of the Provincial Electricity Authority Area 2 Region 2 Northeastern, including customer responsiveness RES (β = .330), service tangibility TAN (β = .239) and reliability REL (β = .166) could significantly predict the satisfaction of the users of the services by 38.50 percent Statistically at .05 level