Abstract: This study investigates the factors that influence the relative attitude of household group customers in State Electricity Company of Indonesia that have long been regulated by the government. In recent years, the growth of electricity customers from household groups was followed by an increase in the number of customer complaints from this group. A total of 415 respondents representing their household group participated in this survey. This study used Partial Least Square-Structural Equation Modelling (PLS-SEM) to test the model. The results show that, customer satisfaction partially mediated the effect of corporate image on customer relative attitude. Then, customer satisfaction was found fully mediated the effect of perceived service quality on customer relative attitude and the effect of perceived value on customer relative attitude. Additionally, the corporate image had the most effect on customer relative attitude and was found to have indirect rather than direct effects on customer relative attitude as mediated by customer satisfaction. The results can provide valuable insights into the management of services in the public sector.
Bambang , Surachman , Fatchur and Kusuma , 2018. The Relative Attitude of the Household Customers in State-Owned Electricity Company: The Indonesian Context. International Business Management, 12: 82-89.