Pemodelan Perilaku Pengguna Aplikasi PLN Mobile Dengan Technology Acceptance Model 3 (Studi Kasus PLN ULP Sutojayan Blitar)

Vandendungan, Juan Josua (2023) Pemodelan Perilaku Pengguna Aplikasi PLN Mobile Dengan Technology Acceptance Model 3 (Studi Kasus PLN ULP Sutojayan Blitar). Masters thesis, Institut Teknologi Sepuluh November.

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Abstract

Di era digital saat ini, proses pelayanan dan perbaikan yang lebih cepat dan instan semakin diperlukan oleh perusahaan dan dituntut oleh pelanggan. PLN membuat sebuah inovasi untuk meningkatkan kualitas pelayanan kepada pelanggan berupa aplikasi PLN Mobile yang menyediakan pelayanan inti PLN secara real-time dan bisa diakses dimana saja. Untuk meningkatkan kualitas pelayanan melalui aplikasi PLN Mobile diperlukan pengetahuan tentang variabel yang mempengaruhi perilaku penggunaan dan penerimaan konsumen terhadap PLN Mobile. Terdapat beberapa model penerimaan teknologi baru untuk menganalisis variabel yang mempengaruhi pengguna sebuah teknologi. Penelitian ini bertujuan untuk mengetahui perilaku pengguna terhadap aplikasi PLN Mobile menggunakan metode Technology Acceptance Model 3 (TAM 3). Pengumpulan data dilakukan dengan metode survey secara offline maupun offline terhadap pengguna yang sudah pernah memakai fitur aplikasi PLN Mobile. Survey berisi 46 pertanyaan berasal dari 17 variabel menggunakan skala likert (1-5). Proses pengolahan data menggunakan metode analisis SEM – PLS (Structural Equation Model - Partial Least Square ). Hasil penelitian menunjukkan bahwa variabel Output Quality (OUT) dan Result Demonstrability (RES) berpengaruh positif dan signikan terhadap Perceived Usefulness (PU). Computer Self Efficacy (CSE) dan Computer Anxiety (CANX) berpengaruh positif dan signifikan terhadap Perceived Ease of Use (PEOU). Perceived Usefulness (PU) dan Perceived Ease of Use (PEOU) berpengaruh secara positif dan signifikan terhadap Behavioural Intention (B). Behavioural Intention (B) berpengaruh positif dan signifikan terhadap Use Behaviour (USE) pada penggunaan aplikasi PLN Mobile. Hasil uji R2 pada variabel Perceived Usefulness (PU) adalah 0.919 (kuat), Perceived Ease of Use (PEOU) adalah 0.624 (sedang), Behavioural Intention (B) adalah 0.870 (kuat), Use Behaviour (USE) adalah 0.533 (sedang).
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In today's digital era, faster and faster service and repair processes are increasingly needed by companies and are in demand by customers. PLN makes innovations to improve the quality of service to customers in the form of the PLN Mobile application which provides PLN core services in real time and can be accessed anywhere. In order to improve the quality of service through the PLN Mobile application, knowledge is needed about the variabels that influence consumer behavior and Acceptance of PLN Mobile. There are several new Technology Acceptance Models to analyze the variabels that affect the Users of a Technology. This research aims to determine user behavior towards the PLN Mobile application using the Technology Acceptance Model 3 (TAM 3) method.. Data collection is done by offline and offline survey method of Users who have Used PLN Mobile application features. The survey contains 46 question items from 17 variabels using a likert scale (1-5). The data processing process Uses the SEM - PLS (Structural Equation Model - Partial Least Square) analysis method. The results showed that the variabels Output Quality (OUT) and Result Demonstration (RES) have a positive and significant effect on Perceived Usefulness (PU). Computer Self Efficacy (CSE) and Computer Anxiety (CANX) have a positive and significant effect on Perceived Ease of Use (PEOU). Perceived Usefulness (PU) and Perceived Ease of Use (PEOU) have a positive and significant effect on Behavioral Intention (B). Behavioral Intention (B) has a positive and significant effect on Use Behavior (USE) on the Use of the PLN Mobile application. The results of the R2 test on the variable Perceived Usefulness (PU) are 0.919 (strong), Perceived Ease of Use (PEOU) is 0.624 (moderate), Behavioral Intention (B) is 0.870 (strong), Use Behavior (USE) is 0.533 (moderate).

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	PLN Mobile, TAM 3 , Structural Equation Modelling (SEM) , Use Behaviour (USE)
Subjects:	T Technology > T Technology (General) T Technology > T Technology (General) > T56.8 Project Management T Technology > T Technology (General) > T58.62 Decision support systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Juan Josua Vandendungan
Date Deposited:	14 Feb 2023 13:28
Last Modified:	14 Feb 2023 13:55
URI:	http://repository.its.ac.id/id/eprint/97359

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