Abstract
The purpose of this study was to analyze the Effect of Supply Chain Management and Service Quality on Customer Satisfaction related to the new electric power supply of 900 VA-2200 VA at PT. PLN West Surabaya, East Java. Samples were taken randomly as many as 130 people from 240 customers. Data were collected by survey technique using a questionnaire instrument, daya were analyzed using Multiple Regression Analysis through the SPSS program. The analysis shows that Supply Chain Management and Service Quality has a significant positive effect on Customer Satisfaction of PT. PLN West Surabaya, East Java to the new electric power supply of 900 VA-2200 VA. Of these two variables, Supply Chain Management has the strongest influence on Customer Satisfaction compared to Service Quality. The result of this study have pratical implications that in increasing Customer Satisfaction, PT. PLN West Surabaya, East Java should focus more on considering the costs set to increase the value of the product as well as the company for customers, while maintaining Service Quality.
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