* Corresponding author. E-mail address: astadipangarso@telkomuniversity.ac.id (A. Pangarso) © 2021 by the authors; licensee Growing Science, Canada doi: 10.5267/j.msl.2021.2.002 Management Science Letters 11 (2021) 1797–1806 Contents lists available at GrowingScience Management Science Letters homepage: www.GrowingScience.com/msl The effect of service quality on job satisfaction: Evidence from Indonesian electrical owned state firm Astadi Pangarso a* , Alini Gilang a and Nurul Fatihah a a Jl. Telekomunikasi, Terusan Buah Batu, Bandung 40257, West Java, Indonesia C H R O N I C L E A B S T R A C T Article history: Received: December 14, 2020 Received in revised format: December 29 2020 Accepted: February 2, 2021 Available online: February 2, 2021 The aim of this research paper is to test the effect of service quality on employee satisfaction at Indonesian electrical owned state company context. The data collection was carried out through questionnaire dissemination to 70 respondents. The respondents are employees in education and training at PT. PLN (Persero) Udiklat Jakarta. This type of research is quantitative, and sampling is done by non-probability sampling. The data analysis used was simple linear regression analysis. The research results showed that service quality still had a significant effect on participant's satis- faction in education and training, both simultaneously and partially at PT. PLN (Persero) Udiklat Jakarta. Employee satisfaction affected by 48.16% of service quality and the rest is 51.84% influ- enced by other factors that are not examined. © 2021 by the authors; licensee Growing Science, Canada Keywords: Service quality Satisfaction Education Training 1. Introduction The first problem underlying this research is the theoretical problem of the research gap. Previous research on the effect of service quality on satisfaction is a research that has been done quite a lot in various context settings (e.g. Kuo & Ye, 2009; Huang et al., 2011; Dolors Seto-Pamies, 2012; David, 2013; Chavan & Ahmad, 2013; Bharwana et al., 2013; Aggrianto, 2014; Saglik & Gulluce, 2014; Khoirista, 2015; Sugiharto, 2015; Murad, 2015; Panjaitan & Yulianti, 2016; Santi & Huda, 2016; Ratanavaraha et al., 2016; Olatokun & Ojo, 2016; Mugambwa, 2016; Aliman & Mohamad, 2016; Sudrajat, 2017; Apriyani & Sunarti, 2017; Noerchoidah, 2017; Nasbir, 2017; Ubaedillah, 2017; Sohail & Jang, 2017; Rajeswari, 2017; Pri- poras et al., 2017; Farah, 2018; Mohamad, 2018; Maghera, 2018; Pasha, 2018; Adepoju et al., 2018; Oppong et al., 2018). Generally, from some of the previous studies, it was found that the research gap is that service quality has no significant effect on satisfaction and the need for future studies to repeat the testing of the effect of service quality on satisfaction for different countries/contexts. Huang et al. (2011) stated that there was still a part of service quality which could not significantly influ- ence satisfaction with hospitals in Taiwan. Olatokun and Ojo (2016) stated that there was still a part of service quality (i.e., tangibles and reliability) which did not significantly influence the satisfaction of telecommunications service users in Nigeria. Sohail and Jang (2017) stated that future research needs to be carried out on the impact of Servqual on satisfaction in devel- oping countries (Indonesia includes it). Adepoju et al. (2018) stated that the nature of administration Servqual has a positive and noteworthy impact on the fulfillment of hospital patients in Africa, and responsiveness did not have any positive and significant effect. Oppong et al. (2018) stated that there was still a non-positive and significant influence of the element of service quality on the satisfaction of users of health applications in Ghana, Africa. The research gap derived from some previous research is the background of this research, which is to simultaneously and partially reexamine the effect of service quality on satisfaction in different contexts, namely for training employees in the Indonesian electrical owned state company.