ABSTRACT: This study aims to determine the effect of service social skills, customer orientation and PLN
service expertise on service friendships, trust and their impact on customer compliance at PLN Main Units in
South and Central Kalimantan.The research population is 18,915, PLN customers. Using the Slovin formula
with a tolerance of 5%, the number of samples was 392 respondents.Test the model with Generalized Least
Square Estimation (GLS) SEM. The test results show that the model (fit) can be seen from the values of GFI,
AGFI, TLI, CFI, RMSEA and CMIN/DF, which are 0.912, 0.934, 0.952, 0.963, 0.067 and 0.906, all of which
are in the range of expected values so that the model can be used. accepted. The results showed that: 1). Service
social skills affect service friendships and customer compliance. Meanwhile, Service social skills have no effect
on the trust of PLN customers. 2). Customer orientation has an effect on service friendships. Meanwhile,
customer orientation has no effect on trust and service friendships for PLN customers. 3). PLN service expertise
affects the service friendships, trust and customer compliance of PLN customers. 4). Service friendships affect
trust, and customer compliance of PLN customers. 5). Trust has an effect on customer compliance of PLN Main
Unit customers in South and Central Kalimantan.Given the large role of service friendships on customer
compliance of PLN customers, it is recommended that the management always improves service friendships by
conducting dyadic relationships. Thus, it is expected that customers will be happy to pay the electricity bill in
accordance with the specified time..

KEYWORDS: -Sevice social skills, Customer orientation, PLNService expertise, Service friendships, Trust,
VCustomer compliance