INOVASI PELAYANAN PEMBAYARAN TAGIHAN LISTRIK MELALUI APLIKASI PLN MOBILE DI PT. PLN (PERSERO) UNIT INDUK DISTRIBUSI SUMATERA SELATAN, JAMBI, BENGKULU (UID S2JB)

PUTRI, NANDA AFRIA and Putri, Aulia Utami (2025) INOVASI PELAYANAN PEMBAYARAN TAGIHAN LISTRIK MELALUI APLIKASI PLN MOBILE DI PT. PLN (PERSERO) UNIT INDUK DISTRIBUSI SUMATERA SELATAN, JAMBI, BENGKULU (UID S2JB). Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to analyze the innovation of electricity bill payment services through the PLN Mobile application at PT PLN Main Distribution Unit for South Sumatra, Jambi, Bengkulu Region (UID S2JB). Using a qualitative approach, this study explores user experience. The theory of service innovation according to Rogers (2003) is used as an analytical framework to understand the process of innovation adoption and the factors that influence the acceptance of new technology by customers. Data collected through observation, interviews, and documentation to seven informants. The results of the study indicate that the Chairman of the Public Administration Department PLN Mobile application provides easy access and time efficiency in the electricity bill payment process. Although there are challenges related to digital literacy among customers, this innovation is recognized as being able to increase interaction between customers and the company. Factors such as relative advantage, complexity, and adaptability are the keys to the successful implementation of this innovation. The conclusion of this study emphasizes the importance of improving digital education for customers and developing more user-friendly application features to expand the reach of the use of the PLN Mobile application. Keywords: Digital Transformation , Innovation, Public Service

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Inovasi, Pelayanan Publik, Transformasi Digital
Subjects:	J Political Science > JF Political institutions (General) > JF1338-2112 Public administration J Political Science > JF Political institutions (General) > JF20-2112 Political institutions and public administration
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Nanda Afria Putri
Date Deposited:	21 Jan 2025 03:25
Last Modified:	21 Jan 2025 03:25
URI:	http://repository.unsri.ac.id/id/eprint/166088

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