Pengaruh Implementasi Internet of Things (IoT) terhadap Kepuasan Pelanggan pada Aplikasi PLN Mobile

Rachman, Afif Syaiful (2025) Pengaruh Implementasi Internet of Things (IoT) terhadap Kepuasan Pelanggan pada Aplikasi PLN Mobile. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh implementasi Internet of Things (IoT) terhadap kepuasan pelanggan pada aplikasi PLN Mobile. IoT telah merevolusi sektor energi melalui teknologi seperti smart meter dan pemantauan konsumsi listrik secara real-time. Fitur ini memungkinkan pelanggan mengelola tagihan, menerima notifikasi energi, dan melaporkan gangguan dengan lebih mudah. Penelitian menggunakan pendekatan kuantitatif melalui survei daring terhadap pengguna PLN Mobile. Data dianalisis dengan metode Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil menunjukkan bahwa implementasi IoT berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Nilai path coefficient sebesar 0,809, t-statistic 17,001, dan p-value 0,000. Artinya, semakin optimal fitur IoT dalam aplikasi, semakin tinggi kepuasan pelanggan. Penelitian ini memberikan dasar bagi PLN untuk terus mengembangkan teknologi IoT dalam meningkatkan layanan.

Kata Kunci: Internet of Things, Kepuasan Pelanggan, PLN Mobile.
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This study aims to analyze the impact of Internet of Things (IoT) implementation on customer satisfaction within the PLN Mobile application. IoT has transformed the energy sector through technologies such as smart meters and real-time electricity monitoring. These features enable customers to manage their billing, receive energy usage notifications, and report outages more efficiently. A quantitative approach was employed using an online survey targeting PLN Mobile users. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate a positive and significant influence of IoT implementation on customer satisfaction. The path coefficient was 0.809, with a t-statistic of 17.001 and a p-value of 0.000. This suggests that the more effectively IoT-based features are utilized such as real-time monitoring and energy control the higher the level of customer satisfaction. The findings offer valuable insights for PLN to enhance its IoT capabilities as a strategy to improve service quality and foster long-term customer loyalty.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Internet of Things, Kepuasan Pelanggan, PLN Mobile. Internet of Things, Customer Satisfaction, PLN Mobile.
Subjects:	H Social Sciences > HB Economic Theory > HB801 Consumer behavior. H Social Sciences > HD Industries. Land use. Labor > HD45 Technological innovations T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26101-(S2) Master Thesis
Depositing User:	Afif Syaiful Rachman
Date Deposited:	05 Aug 2025 10:08
Last Modified:	05 Aug 2025 10:08
URI:	http://repository.its.ac.id/id/eprint/125628

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