Nizar Rachman, Umar Nimran, Edy Yulianto, Edriana Pangestuti
This study aims to determine the Effect of Social Responsibility and Service Quality 4.0 on Customer Satisfaction Mediated by Company Reputation at PT. PLN (Persero). This study uses a survey method with a quantitative approach. The analysis used in this study is Structural Equation Modeling (SEM). This research was conducted at PT. PLN (Persero) Indonesia which operates in DKI Jakarta. PT. PLN (Persero) was chosen as the research location. The population of this research is all customer companies of PT PLN which are registered and have been updated by the Indonesia Stock Exchange as a blue chip in 2022 (B2B) as many as 45 companies. The results showed that Social Responsibility and Service Quality 4.0. significant effect on the company's reputation. In addition, social responsibility, Service Quality 4.0., and Company Reputation have a significant effect on customer satisfaction. Knowing the influence of social responsibility relationships, Service Quality 4.0. on customer satisfaction at the monopoly company PT. PLN (Persero).