Linking Power Quality to User Satisfaction: The Mediating Role of Service Quality

Abstract

This confirmatory research aims to analyze the influence of electrical system performance, both technical and non-technical dimensions, on user satisfaction perceptions at the University of Papua (UNIPA), Manokwari, West Papua. As a major higher education institution in Eastern Indonesia, the reliability of electrical power infrastructure is a key driver in supporting academic and operational activities. This study uses a Partial Least Squares Structural Equation Modeling (PLS-SEM) approach with a purposive sampling technique on 100 respondents consisting of lecturers, educational staff, and students based on the intensity of use of campus facilities. The results of the structural model evaluation indicate that electrical power quality has a direct and significant effect on service quality and user satisfaction. The main findings reveal substantial R-Square values, namely 0.639 for the Service Quality variable and 0.939 for User Satisfaction. The findings revealed that electrical quality significantly influenced both service quality and user satisfaction. However, service quality did not have a significant direct effect on user satisfaction and did not significantly moderate the relationship between electrical quality and user satisfaction. These results suggest that, in the context of campus utility services, users prioritize the technical performance of electricity over complementary service attributes when forming satisfaction judgments.