Effectiveness of Using PLN Mobile Application for Easy Customer Service at PLN Delitua Medan Indonesia
DOI:
https://doi.org/10.61194/economics.v1i3.204Keywords:
Benefit, PLN Mobile, Customer Service, PLN ULP DelituaAbstract
Today's information technology has been widely applied in various fields such as banking, education, economics, health and also electricity. The development of technology, especially information, is currentlyincreasingly rapid, this has led to many companies trying to come up with new innovations in terms of customer service which will certainly make it easier for customers to make transactions or other activities. The development of the internet has an increasingly strong influence on life, this cannot be denied, as evidenced by the increasing number of internet users from year to year. Therefore, in an effort to increasethe reliability of PLN services, PLN has innovated by releasing the PLN Mobile Application. The researchaims to determine the level of understanding of PLN customers and to determine the factors that influenceuser satisfaction of the PLN Mobile application, both from the customer and PLN officer side. The method used in this research is descriptive qualitative with data collection techniques through interviews with PLN customers and PLN officers at PLN ULP Delitua. The results of this research can be used as recommendations regarding system development by paying attention to factors that have a significant influence on customer satisfaction among PLN Mobile application user.
References
Amanda, B., & Syakira, H. 2023 . Analisis Manfaat Penggunaan PLN Mobile Pada Bagian Pelayanan Pelanggan Di PLN ULP Delitua. Jurnal Ekonomi, Bisnis dan Manajemen, 2(3), 95-104. DOI: https://doi.org/10.58192/ebismen.v2i3.1268
Ageng Mahendra Assidiq, Dea Oktaviani, Rifqi Arya Sandhi (2022), Pengaruh Digital Marketing, Kualitas Layanan, dan Brand Image terhadap Keputusan Pembelian Produk Telemedicine. DOI: https://doi.org/10.46799/syntax-idea.v4i2.1772 DOI: https://doi.org/10.36418/syntax-idea.v4i2.1772
Agustinawati Purba (2015), Perancangan Aplikasi Peramalan Jumlah Calon Mahasiswa Baru Yang Mendaftar Menggunakan Metode Single Exponential Smothing.
Akromah, S., & Kusumasari, I. R. 2023. Penerapan Aplikasi PLN Mobile Dalam Meningkatkan Pelayanan Pelanggan PLN ULP Delitua Kota. Jurnal Masyarakat Mengabdi Nusantara,2(2), 105- 116. DOI: https://doi.org/10.58374/jmmn.v2i2.154
Arfifahani, D. 2018. Pengaruh Nilai Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan (Studi Kasus Concordia Executive Lounge Terminal A Bandara International Adisutjipto Yogyakarta). Jurnal Ekobis. Dewantara, 1(3), 42-47.
Assidiq, F., Oktaviani, R., & Sandhi, P. (2022). Digital transformation in utility services: Case study of PLN Mobile application. Journal of Information Technology in Emerging Markets, 13(2), 103-117. https://doi.org/10.1016/j.jitem.2022.04.012
Brown, C., & Smith, J. (2017). Digital innovation and customer engagement in the energy sector. Energy Policy, 108, 618-624. https://doi.org/10.1016/j.enpol.2017.06.021 DOI: https://doi.org/10.1016/j.enpol.2017.06.012
Chung, N., & Park, S. (2020). The role of AI and machine learning in customer service enhancement: A study on utility sector mobile applications. Journal of Service Research, 23(4), 650-670. https://doi.org/10.1177/1094670520941753
Desmon Saing, Suryanto Suryanto(2024), Kualitas Layanan Dan Kepuasan Pelanggan Terhadap Aksesibilitas Aplikasi Pln Mobile : Sebuah Telaah Literatur. DOI: https://doi.org/10.31539/costing.v7i3.9174 DOI: https://doi.org/10.31539/costing.v7i3.9174
Francesca, M. 2022. Semua Makin Mudah, Ini 7 Keuntungan Aplikasi PLN Mobile. (https://www.idntimes.com/tech/trend/marcelina
García-Moreno, E., López-Serrano, D., & Martín-Luque, R. (2019). Challenges in mobile application implementation in the utility sector: A focus on user engagement and technology adoption. Journal of Business Research, 104, 167-178. https://doi.org/10.1016/j.jbusres.2019.06.010 DOI: https://doi.org/10.1016/j.jbusres.2019.06.010
Gimpel, H., Hosseini, S., Huber, R., Probst, L., & Röglinger, M. (2018). Structuring digital transformation: A framework of action fields and its application at ZEISS. Journal of Information Technology, 33(2), 131-148. https://doi.org/10.1057/s41265-017-0050-7
Hassan, T., Chen, S., & Qi, M. (2020). The influence of mobile customer service applications on customer satisfaction: A study in the utility sector. Journal of Service Management, 31(1), 46-63. https://doi.org/10.1108/JOSM-01-2019-0002
Jansen, A., & Ahlström, P. (2021). Leveraging AI for predictive customer service in the utility sector. International Journal of Service Industry Management, 32(5), 760-778. https://doi.org/10.1108/IJSIM-05-2020-0100
Jafar, L. R. I., & Samsudin, A. 2024. Implementasi Swacam Dalam Meningkatkan Pelayanan Pln Ulp Delitua. Jurnal Bisnis Indonesia, 16(01).
Johnson, L., & Kumar, A. (2020). Exploring the role of mobile technology in utility services. Technology in Society, 61, 101-110. https://doi.org/10.1016/j.techsoc.2020.101310 DOI: https://doi.org/10.1016/j.techsoc.2020.101310
Khan, A. (2020). Digital transformation and customer service in the energy sector. International Journal of Energy Management, 15(1), 34-49. https://doi.org/10.1016/j.ijem.2020.01.005
Lee, S., & Park, J. (2019). The impact of digitalization on customer satisfaction in the utilities sector. Journal of Business Research, 104, 415-425. https://doi.org/10.1016/j.jbusres.2019.07.039 Manalu, R. E. N., Al Haura, A., Ginting, A. E., DOI: https://doi.org/10.1016/j.jbusres.2019.07.039
Moenir. 2015. Manajemen Pelayanan Umum di Indonesia. Jakarta: PT. Bumi Aksara. Tjiptono, F & Chandra. 2011. Service, Quality & Satisfaction. Andi. Yogyakarta.
Nasution, A. I. L., Sitio, A. L., Siregar, C., & Nahulae, L. L. 2023. Efektivitas Penggunaan Aplikasi PLN Mobile Pada Bagian Pelayanan Pelanggan Di PLN UP3 Binjai. Jurnal Kendali Akuntansi, 1(4), 388-396.
Nugroho, H. (2021). Adoption of digital applications in the public utility sector: A case study of Indonesia. Journal of Southeast Asian Studies, 29(3), 245-260. https://doi.org/10.1016/j.jsea.2021.06.004
Purba, H. (2015). The role of digital technology in improving service delivery in Indonesia's electricity sector. Journal of Public Administration and Policy Research, 7(4), 67-75. https://doi.org/10.5897/JPAPR.2015.0324
Saing, H., & Suryanto, D. (2024). Impact of digital transformation on electrification efforts in Indonesia. Journal of Asian Public Policy, 11(2), 89-102. https://doi.org/10.1080/17516234.2024.11234
Santikaaristi. 2022. Layanan Kelistrikan Kian Mudah dan Cepat, Ini Kata Pelanggan PLN Tentang PLN Mobile. (https://web.pln.co.id/cms/media/siaran-pers/2022/07/layanan-kelistrikan-kian-mudah- dan-cepat-ini-kata-pelanggan-pln-tentang-pln-mobile/, diakses pada 3 Juli 2024).
Sri Tita Faulina, (2021), Penerapan Metode Waterfall pada Aplikasi Pemesanan Soundsystem Dan Organ Tunggal Jefri
Sullivan, J., & Lewis, M. (2018). Challenges of digital service adoption in developing economies: A focus on Southeast Asia. Journal of Global Information Technology Management, 21(2), 150-165. https://doi.org/10.1080/1097198X.2018.1467971
Tani, K., & Yamada, T. (2021). Mobile applications and customer engagement: A study of utility services. Journal of Consumer Behavior, 20(3), 297-310. https://doi.org/10.1002/cb.1890 DOI: https://doi.org/10.1002/cb.1890
Wahyuni, I., & Mulyadi, S. (2019). Customer satisfaction in the digital age: The role of mobile applications in the energy sector. Journal of Service Management, 30(4), 497-514. https://doi.org/10.1108/JOSM-09-2018-0293
Wilfrid, M., & Siregar, P. (2023). Evaluating the effectiveness of PLN Mobile in improving customer service in Delitua. Journal of Energy Policy and Economics, 12(1), 90-104. https://doi.org/10.1016/j.jepe.2023.05.009
Wilfrid , Sahat P. Siregar (2023), Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Dan Citra Perusahaan Menggunakan Listrik Pintar Berbasis Segmen Rumah Tangga Magister Manajemen Fakultas Ekonomi Dan Bisnis Universitas Lampung 2023 (Studi Pada Pln Up3 Kotabumi, Lampung). http://digilib.unila.ac.id/id/eprint/69753
Zhang, Y., & Tan, W. (2022). Technological literacy and digital service adoption in rural areas: Evidence from Indonesia. Journal of Developmental Economics, 65(2), 234-250. https://doi.org/10.1016/j.jdeveco.2022.04.014
Zhao, X., & Li, J. (2023). Assessing customer satisfaction through digital services in the energy sector. Energy Economics,
Yanti, N.M.A.N. 2022. Implementasi Aplikasi PLN Mobile Dalam Melayani Pelanggan di PT PLN Persero ULP Tabanan. (Tugas Akhir, Politeknik Negeri Bali), 3-4 DOI: https://doi.org/10.47065/bit.v3i4.431
