The Influence of Customer Value and E-service Quality on the Purchase Decision of Service Products Through PLN Mobile in Medan Baru Customer Service Unit

Muhammad Yusuf Nasution, Onan Marakali Siregar, Muhammad Ardian

2022

Abstract

Technological developments in the internet sector make companies have to create online-based services in order to improve service quality and consumer interest in making purchasing decisions. In the decision to purchase electrical service products in the PLN Mobile application at the Medan Baru Customer Service Unit, the realization which is less than optimal is also evidenced by the low desire of the public to use mobile PLN as a medium for purchasing PLN services. This research is intended to analyze the influence of customer value and e-service quality on purchasing decisions of service products through PLN Mobile on electricity customers of Medan Baru rayon. The form of research used in this research is quantitative research with an associative approach. Sampling was done through probability sampling technique and used 78 respondents as samples. The primary data used in this study was obtained by distributing questionnaires directly to customers and through google forms, while the secondary data was obtained through library research. The data analysis method used is validity test, reliability test, classical assumption test, multiple linear regression analysis, and hypothesis testing. The results of the research conducted indicate that the customer value variable (X1) has a significant effect on purchasing decisions. The variable e-service quality (X2) also affects consumer purchasing decisions. The variable customer value and e-service quality on purchasing decisions have a simultaneous effect on the dependent variable, namely purchase decision (Y).

Paper Citation

in Harvard Style

Yusuf Nasution M., Marakali Siregar O. and Ardian M. (2022). The Influence of Customer Value and E-service Quality on the Purchase Decision of Service Products Through PLN Mobile in Medan Baru Customer Service Unit. In Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP, ISBN 978-989-758-618-7, SciTePress, pages 463-470. DOI: 10.5220/0011928200003460

in Bibtex Style

@conference{icosop22,
author={Muhammad Yusuf Nasution and Onan Marakali Siregar and Muhammad Ardian},
title={The Influence of Customer Value and E-service Quality on the Purchase Decision of Service Products Through PLN Mobile in Medan Baru Customer Service Unit},
booktitle={Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP,},
year={2022},
pages={463-470},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011928200003460},
isbn={978-989-758-618-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP,
TI - The Influence of Customer Value and E-service Quality on the Purchase Decision of Service Products Through PLN Mobile in Medan Baru Customer Service Unit
SN - 978-989-758-618-7
AU - Yusuf Nasution M.
AU - Marakali Siregar O.
AU - Ardian M.
PY - 2022
SP - 463
EP - 470
DO - 10.5220/0011928200003460
PB - SciTePress