Setiawan, Aditya (2025) Strategi Adopsi Teknologi Baca Meter Mandiri Melalui Pendekatan Technology Acceptance Model Dalam Upaya Peningkatan Kualitas Layanan Pelanggan: Studi Kasus PT PLN (Persero) UP3 Meulaboh. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Transformasi layanan digital PT PLN (Persero) berfokus pada implementasi aplikasi PLN Mobile yang didalamnya terdapat fitur SwaCAM/Catat Meter Mandiri yang merupakan alternatif dalam meningkatkan kualitas pelayanan terhadap pelanggan. Namun, diwilayah kerja PLN UP3 Meulaboh tingkat penggunaan layanan digital tersebut masih rendah. Dengan begitu, penelitian ini bertujuan untuk memberikan panduan strategis bagi PT PLN UP3 Meulaboh dalam meningkatkan adopsi teknologi baca meter mandiri untuk meningkatkan kualitas pelayanan pelanggan. Penelitian ini menggunakan metode Technology Acceptance Model (TAM) yang mencakup beberapa aspek, yakni Perceived of Usefulness (PU), Perceived Ease of Use (PEU), Perceived of Trust (PT), Attitude Toward Using (ATU), Behavioural Intention to Use (BIU), dan Customer Satisfaction (CS) dan analisa penelitian ini menggunakan SEM-PLS dengan data primer yang peroleh secara langsung melalui penyebaran kuisioner kepada 223 responden yang merupakan pelanggan UP3 Meulaboh yang telah menggunakan fitur SwaCAM. Hasil penelitian yang diperoleh dari 11 hipotesis adalah terdapat 4 hipotesis yang hubungan nya tidak berpengaruh signifikan yaitu PEU terhadap ATU, PT terhadap BIU, PU terhadap CS, dan PEU terhadap CS serta 7 hipotesis lainnya memiliki hubungan yang berpengaruh secara signifikan yaitu PU terhadap ATU, PT terhadap ATU, PU terhadap BIU, PEU terhadap BIU, PT terhadap CS, ATU terhadap BIU, dan BIU terhadap CS. Saran untuk PT PLN (Persero) adalah meningkatkan kembali sosialisasi tata cara penggunaan fitur SwaCAM, sehingga maksud dan tujuan yang disampaikan perusahaan melalui penyediaan fitur tersebut dapat lebih mudah diterima oleh pelanggan dengan baik.
Kata kunci : Technology Acceptance Model, PLN, Baca Meter Mandiri, pelanggan
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The digital service transformation at PT PLN (Persero) focuses on the implementation of the PLN Mobile application which contains the SwaCAM/Independent Meter Reading feature which is an alternative to improve the quality of service of customers. However, in the PLN UP3 Meulaboh work area, the level of use of these digital service is still low. Thus, this study aims to provide strategic guidance for PT PLN UP3 Meulaboh in increasing the adoption of independent meter reading technology to improve the quality of customer service. This study uses the Technology Acceptance Model (TAM) method which includes several aspects, namely Perceived of Usefulness (PU), Perceived Ease of Use (PEU), Perceived of Trust (PT), Attitude Toward Using (ATU), Behavioral Intention to Use (BIU) and Customer Satisfaction (CS) and the analysis of this study uses SEM-PLS with primary data obtained directly through the distribution of questionnaires to 223 respondents who are UP3 Meulaboh customers who have used the SwaCAM feature. The result of the study obtained from 11 hypotheses are that there are 4 hypotheses whose relationships do not have a significant effect, namely PEU to ATU, PT to BIU, PU to CS, and PEU to CS. And 7 other hypotheses have a significant relationship, namely PU to ATU, PT to ATU, PU to BIU, PEU to BIU, PT to CS, ATU to BIU, and BIU to CS. The suggestion for PT PLN (Persero) is to re-increase the socialization of the procedures for using the SwaCAM feature, so that the intent and purpose conveyed by the company through the provision of this feature can be more easily accepted by customers.
Keywords: Technology Acceptance Model, PLN, Independent Meter Reading,
Customer
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Technology Acceptance Model, PLN, Baca Meter Mandiri, pelanggan Technology Acceptance Model, PLN, Independent Meter Reading, Customer |
| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T58.6 Management information systems |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Aditya Setiawan |
| Date Deposited: | 02 Feb 2025 03:30 |
| Last Modified: | 02 Feb 2025 03:30 |
| URI: | http://repository.its.ac.id/id/eprint/117779 |
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