https://dinastirev.org/JIMT, Vol. 8, No. 1, September -Oktober2026547| P a g e DOI:https://doi.org/10.38035/jimt.v8i1https://creativecommons.org/licenses/by/4.0/Received:Tanggal Bulan Tahun |Revised:Tanggal Bulan Tahun |Accepted:Tanggal Bulan TahunPengaruh Literasi Keuangan dan Kepuasan Pelanggan terhadap Keterlambatan Pembayaran Tagihan Listrik dengan Niat Membayar sebagai Variabel Intervening dan Pendapatan sebagai Variabel Moderator

Landini, Bayu and Rekarti, Endi and Christya Rahayu, Heffi https://dinastirev.org/JIMT, Vol. 8, No. 1, September -Oktober2026547| P a g e DOI:https://doi.org/10.38035/jimt.v8i1https://creativecommons.org/licenses/by/4.0/Received:Tanggal Bulan Tahun |Revised:Tanggal Bulan Tahun |Accepted:Tanggal Bulan TahunPengaruh Literasi Keuangan dan Kepuasan Pelanggan terhadap Keterlambatan Pembayaran Tagihan Listrik dengan Niat Membayar sebagai Variabel Intervening dan Pendapatan sebagai Variabel Moderator. JIMT: Jurnal Ilmu Manajemen Terapan, 8 (1). pp. 547-555. ISSN 2686-5246

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Abstract

Delayed electricity-bill payment can affect utility cash flow and service continuity. This study examines the effects of financial literacy and customer satisfaction on delayed electricity-bill payment, with payment intention as a mediating variable and income as a moderator, among household customers of PLN ULP Lubuk Linggau. A quantitative causal-associative design was used. Survey data were collected through a five-point Likert questionnaire from 428 household customers selected purposively from customers who had experienced late payment. Data were analyzed using Structural Equation Modeling–Partial Least Squares with SmartPLS 4.0. Financial literacy did not have a significant direct effect on delayed payment (β = 0.123; p = 0.131), while customer satisfaction had a negative and significant effect (β = −0.207; p = 0.024). Financial literacy (β = 0.469; p < 0.001) and customer satisfaction (β = 0.370; p < 0.001) positively affected payment intention. Payment intention negatively affected delayed payment (β = −0.222; p = 0.007) and mediated the effects of financial literacy (β = −0.104; p = 0.025) and customer satisfaction (β = −0.082; p = 0.006). Income did not significantly moderate the relationship between payment intention and delayed payment (β = −0.072;p = 0.213). The findings suggest that service quality and the strengthening of payment intention are important levers for managing late payment in this setting.

Item Type:	Article
Uncontrolled Keywords:	financial literacy, customer satisfaction, payment intention, delayed payment, electricity customers
Subjects:	Dewey decimal Classification Subject Areas > 300 Ilmu Sosial > 330 - 339 Ilmu Ekonomi
Divisions:	Fakultas Ekonomi > Program Studi Manajemen
Depositing User:	Dr. Heffi Christya Rahayu, SE., M.Si.
Date Deposited:	26 Oct 2026 04:44
Last Modified:	26 Oct 2026 04:44
URI:	http://repository.upp.ac.id/id/eprint/5169

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