The influence of service quality and innovation on customer satisfaction in Electricidade de Timor-Leste (EDTL)

Electricidade de Timor-Leste (EDTL) is a state-owned enterprise which is located in Timor-Leste and engaged in the supply and distribution of electricity for the industrial and household sectors. EDTL was established in 2003 under the Decree-Law No. 13/2003 – Bases of the National Electricity. EDTL ensures the satisfaction of the basic electricity supply needs for the whole populations, but also for the public and private entities in various sectors of activity through the creation of conditions conducive to the development of each services. Throughout 2019, there were many complains about the supply instability that was supplied by EDTL. which is usually caused by the weather. So that, during the rainy season complain always increases compared to the dry season. The EDTL continues to improve and innovate its services in order to satisfy their customers. From that, this study has “The influence of service quality and innovation on customer satisfaction in Electricidade de Timor-Leste (EDTL)” as a title. Hence, this study is done in order to analyze the customer assessments regarding the quality of service and innovation of Electricidade de Timor-Leste on customer satisfaction; analyze the simultaneous influence of service quality and innovation on customer satisfaction; analyze the partial influence of service quality on customer satisfaction; and as well analyze the partial influence of innovation on customer satisfaction. This study uses 100 respondents who are all EDTL customers with household customer criteria. Some analysis was also done such as descriptive analysis method; validity and reliability test; classical assumption test, F test, and T test. The result showed that the descriptive analysis test of service quality, innovation and customer satisfaction are good; all items are valid and reliable; the classical assumption test are good; from the F test, we can conclude that service quality and innovation influence simultaneously the customer satisfaction; and from the T test, we can conclude that service quality influences partially the customer satisfaction, and innovation influences partially the customer satisfaction.