Arfan, Hanif (2025) Analisis Pengaruh Kualitas Layanan Melalui Aplikasi Pln Mobile (E-Service Quality) Terhadap Kepuasan Pelanggan: Studi Kasus Pada PT PLN (Persero) Unit Pelayanan Pelanggan Pinrang. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Dalam upaya transformasi Digital yang dilakukan oleh PT PLN (Persero), PLN meluncurkan Aplikasi PLN Mobile sebagai aplikasi berbasis Android dan IOS yang dapat digunakan pelanggan untuk mengakses segala pelayanan dari PLN. Namun penerapan dilapangan pelanggan masih sering mengalami permasalahan baik dari aplikasi itu sendiri atau dari pelayanan oleh petugas PLN. Salah satu Key Performance Indicator (KPI) yang diberikan oleh perusahaan kepada PLN UP3 Pinrang pada tahun 2024 adalah “Peningkatan Layanan PLN Mobile”. Berdasarkan data bulan Januari sampai dengan bulan Oktober tahun 2024 kinerja peningkatan layanan PLN Mobile di PLN UP3 Pinrang cenderung tidak stabil dan mengalami naik turun. Penelitian ini bertujuan untuk menguji pengaruh Kualitas Layanan Melalui Aplikasi PLN Mobile Terhadap Kepuasan Pelanggan Pada PT PLN (persero) UP3 Pinrang. Penelitian ini bertujuan untuk menentukan variabel E service Quality yaitu dengan menggunakan tujuh indikator yaitu efficiency, fulfillment, system availability, privacy, responsiveness, compensation dan contact ditambah variabel tambahan dari peneliti trust dan experience apakah berpengaruh terhadap kepuasan pelanggan. Pengujian model penelitian . . ini akan menggunakan metode Structural Equation Model Partial Least Square (SEM-PLS). Peneliti menggunakan instrumen penelitian berupa kuesioner untuk mengumpulkan data dan didapatkan jumlah responden sebanyak 100 pelanggan yang memenuhi kriteria sampel. Hasil dari penelitian ini menunjukkan bahwa variabel efficiency, fulfillment, system availability, responsiveness, dan trust berpengaruh positif dan signifikan terhadap kepuasan pelanggan. pada penggunaan aplikasi PLN Mobile. Variabel privacy, compensation, contact, dan experience tidak berpengaruh secara positif dan tidak signifikan.
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In the Digital transformation effort carried out by PT PLN (Persero), PLN launched the PLN Mobile Application as an Android and IOS-based application that customers can use to access all services from PLN. However, the application in the field customers still often experience problems either from the application itself or from the service by PLN officers. One of the Key Performance Indicator (KPI) given by the company to PLN UP3 Pinrang in 2024 is "Improving PLN Mobile Services". Based on data from January to October 2024, the performance of improving PLN Mobile services at PLN UP3 Pinrang tends to be unstable and experiences ups and downs.This research to examine the influence of Service Quality Through the PLN Mobile Application on Customer Satisfaction at PT PLN (persero) UP3 Pinrang. This study aims to determine the E service Quality variable, namely by using seven indicators, namely efficiency, fulfillment, system availability, privacy, responsiveness, compensation and contact plus additional variables from researchers Ease of use, trust and experience whether it affects customer satisfaction. Testing of research models. . This will use the Structural Equation Model Partial Least Square (SEM-PLS) method. The researcher used a research instrument in the form of a questionnaire to collect data and obtained the number of respondents as many as 100 customers who met the sample criteria. The results of this study are expected to provide suggestions to PLN Mobile application service managers. The results of this research show that the variables efficiency, fulfillment, system availability, responsiveness, and trust have a positive and significant effect on customer satisfaction. on using the PLN Mobile application. The variables privacy, compensation, contact and experience do not have a positive and insignificant effect.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | efficiency, fulfillment, responsiveness, system availability, trust efficiency, fulfillment, responsiveness, system availability, trust |
| Subjects: | H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | HANIF ARFAN |
| Date Deposited: | 31 Jan 2025 03:35 |
| Last Modified: | 31 Jan 2025 03:35 |
| URI: | http://repository.its.ac.id/id/eprint/117058 |
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