Pengaruh Survei Data Meter Pelanggan terhadap Kepuasan Pelanggan Pada PLN (Persero) ULP Paniki

Marieyel Thalita Inem Pongoh; Meiske Wisye Manopo; Irfiani Bakari

doi:10.61132/lokawati.v4i6.2865

Authors

Marieyel Thalita Inem Pongoh Politeknik Negeri Manado
Meiske Wisye Manopo Politeknik Negeri Manado
Irfiani Bakari Politeknik Negeri Manado

DOI:

https://doi.org/10.61132/lokawati.v4i6.2865

Keywords:

Customer Data Updating, Customer Meter Data Survey, Customer Satisfaction, Customer Service, Data Quality

Abstract

This study aims to determine the implementation of the customer meter data survey, the level of customer satisfaction, and the effect of the customer meter data survey on customer satisfaction at PLN (Persero) ULP Paniki. This research was motivated by data discrepancies found in the field, which led PLN (Persero) ULP Paniki to carry out a door-to-door meter data survey program during the August–December 2025 period. This study used a quantitative method with a survey approach through questionnaires distributed to 72 respondents determined using simple random sampling and the Slovin formula. Data were analyzed using simple linear regression with the assistance of SPSS software. The results show that the implementation of the customer meter data survey and the level of customer satisfaction fall into the “Agree” category, with scores of 76.02% and 76.35%, respectively. The hypothesis test results show a calculated t-value of 11.405, greater than the t-table value of 1.667, with a significance value of 0.000, indicating that the customer meter data survey has a positive and significant effect on customer satisfaction, with a coefficient of determination (R²) of 0.650 or 65%. Thus, the better the implementation of the customer meter data survey, the higher the level of customer satisfaction.

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