The Influence of Service Quality, Corporate Social Responsibility and Corporate Reputation on Customer Satisfaction With the Government’s Role as Moderator (Study on the company PT PLN Indonesia)

This study aims to analyze how the influence of Service Quality, Corporate Social Responsibility and Corporate Reputation on Customer Satisfaction with the Government’s Role as moderating. The object of research used is the BlueChip Company Customer PT PLN Persero Indonesia. The sampling technique used was the Saturated Sampling technique. The data analysis used is the Structural Equation Model (SEM) method or Structural Equation Modeling with the WarpPLS approach. The results showed that: CSR (X1) has a significant positive effect on Customer Satisfaction (Y1). Company Reputation (X2) has no significant effect on Customer Satisfaction (Y1). Service Quality (X3) has a significant positive effect on Customer Satisfaction (Y1). The moderating effect of the government’s role on the relationship between CSR and customer satisfaction is not significant. The moderating effect of the Government’s role on the relationship between Company Reputation and Customer Satisfaction is not significant. The moderating effect of the Government’s role on the relationship between Service Quality and Customer Satisfaction is significant. The originality of this research is the modeling of the customer satisfaction variable by involving CSR, Company Reputation, and Service Quality as independent variables and the Government Role variable as a moderating variable in monopolistic companies in Indonesia.