Kusriansyah, Randhy (2026) Pengukuran Kesiapan Implementasi Artificial Intelligence Dalam Meningkatkan Layanan Pelanggan Perusahaan Listrik Dengan Metode Unified Theory Of Acceptance And Use Of Technology 2 dan Technology Readiness Index. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Artificial Intelligence (AI) merupakan teknologi yang memiliki kemampuan pemecahan masalah seperti layaknya manusia, Transformasi digital di sektor ketenagalistrikan ini dapat meningkatkan kualitas layanan kepada pelanggan. PT Haleyora Power, sebagai anak perusahaan PT PLN (Persero) yang sudah berdiri sejak Oktober Tahun 2011, akan mengimplementasikan teknologi Artificial Intelligence (AI) dalam mendukung proses bisnis pelayanan kepada pelanggan. Keberhasilan dalam mengimplementasikan Artificial Intelligence (AI) tidak hanya bergantung pada teknologi itu sendiri, melainkan juga kesiapan pengguna (Pelanggan). Penelitian ini bertujuan untuk mengukur kesiapan implementasi Artificial Intelligence (AI) dalam melayani pelanggan pada perusahaan PT Haleyora Power dengan menggunakan metode Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) dan Technology Readiness Index (TRI). Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) mengevaluasi persepsi pengguna terhadap kinerja, kemudahan, pengaruh sosial, dan dukungan fasilitas, sementara Technology Readiness Index (TRI) menilai kesiapan psikologis individu berdasarkan optimisme, inovasi, ketidaknyamanan, dan ketidakamanan. Pendekatan kuantitatif digunakan melalui penyebaran kuesioner kepada 115 pelanggan PT Haleyora Power. Dari Analisa menggunakan SEM PLS didapatkan hasil hubungan antara Behavioral Intention (BI) dan Readiness to Implement AI (RI) sangat kuat (β = 0,62; p < 0,001), yang menegaskan bahwa niat perilaku merupakan faktor utama yang menentukan kesiapan implementasi AI. Secara keseluruhan, tingkat kesiapan pelanggan mencapai skor rata-rata 3,72, yang termasuk dalam kategori “Siap”, menunjukkan bahwa pelanggan memiliki tingkat kesiapan yang tinggi untuk mengadopsi chatbot berbasis AI dalam layanan kelistrikan perusahaan. Hasil penelitian ini diharapkan dapat memberikan gambaran komprehensif mengenai kesiapan adopsi Artificial Intelligence (AI) dan rekomendasi strategi implementasi teknologi yang tepat bagi perusahaan.
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Artificial Intelligence (AI) is a technology possessing human-like problem-solving capabilities. Digital transformation in the electricity sector, in particular, can significantly enhance the quality of customer service. PT Haleyora Power, a subsidiary of PT PLN (Persero) established in October 2011, plans to implement Artificial Intelligence (AI) technology to support its customer service business processes. The successful implementation of AI, however, does not solely depend on the technology itself, but also on the readiness of its users (customers). This research aims to measure the readiness for Artificial Intelligence (AI) implementation in enhancing customer service at PT Haleyora Power using the Unified Theory of Acceptance and Use of Technology (UTAUT) and the Technology Readiness Index (TRI) methods. The Unified Theory of Acceptance and Use of Technology (UTAUT) evaluates users' perceptions regarding performance expectancy, effort expectancy, social influence, and facilitating conditions. In contrast, the Technology Readiness Index (TRI) assesses individuals' psychological readiness based on optimism, innovativeness, discomfort, and insecurity. A quantitative approach will be employed, involving the distribution of questionnaires to 115 customers of PT Haleyora Power. From the analysis using SEM-PLS, the results show that the relationship between Behavioral Intention (BI) and Readiness to Implement AI (RI) is very strong (β = 0.62; p < 0.001), confirming that behavioral intention is the main factor determining AI implementation readiness. Overall, the customer readiness level reached an average score of 3.72, which falls into the “Ready” category, indicating that customers have a high level of readiness to adopt AI-based chatbots in the company’s electricity services. The findings of this study are expected to provide a comprehensive overview of AI adoption readiness and offer appropriate technology implementation strategies for the company.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Artificial Intelligence, pelayanan pelanggan, UTAUT, TRI, Perusahaan Listrik Negara, customer service, State-Owned Electricity Company |
| Subjects: | Q Science > QA Mathematics > QA336 Artificial Intelligence |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 78201-System And Technology Innovation |
| Depositing User: | Randhy Kusriansyah |
| Date Deposited: | 29 Jan 2026 02:28 |
| Last Modified: | 29 Jan 2026 02:28 |
| URI: | http://repository.its.ac.id/id/eprint/131146 |
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