TY  - JOUR
T1  - The Relative Attitude of the Household Customers in State-Owned
Electricity Company: The Indonesian Context
AU - , Bambang AU - , Surachman AU - , Fatchur AU - , Kusuma 
JO  - International Business Management
VL  - 12
IS  - 1
SP  - 82
EP  - 89
PY  - 2018
DA  - 2001/08/19
SN  - 1993-5250
DO  - ibm.2018.82.89
UR  - https://makhillpublications.co/view-article.php?doi=ibm.2018.82.89
KW  - Corporate image
KW  -perceived service quality
KW  -perceived value
KW  -customer relative attitude
KW  -state electricity company
KW  -customer
AB  - 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.
ER  -