ADYANI, ADE MAYDHA DESLIANA PUTRI and Fitrianto, Mohammad Eko and Wahab, Zakaria (2025) PENGARUH TRANSFORMASI LAYANAN DIGITAL, KUALITAS PELAYANAN TEKNIK DAN PENGALAMAN PELANGGAN PENGGUNA APLIKASI PLN MOBILE TERHADAP KEPUASAN PELANGGAN PADA PT PLN (PERSERO) ULP SEBERANG KOTA UP3 JAMBI. Masters thesis, Sriwijaya University.
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Abstract
This research was conducted with the aim of determining the influence of digital service transformation, technical service quality, and customer experience on customer satisfaction among users of the PLN Mobile application at PT PLN (Persero) ULP Seberang Kota UP3 Jambi. The population in this study is all customer complaints of PT PLN (Persero) ULP Seberang Kota UP3 Jambi who use the PLN Mobile application in 2024 as many as 19,653. The sample used in this study was 100 respondents using the slovin formula. The results of the analysis indicate that digital service transformation, the quality of technical services, and customer experience have a positive and significant effect on customer satisfaction. In terms of digital service transformation, it is recommended to improve the quality and speed of application usage by developing and updating the system based on customer needs. Regarding service quality, it is important to evaluate the factors that hinder timely repairs according to the estimated schedule. To enhance customer experience, it is necessary to improve the user experience of the PLN Mobile application through better navigation, interface design, and user education so that the service flow is easier to understand and more comfortable to use.
Item Type: | Thesis (Masters) |
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Uncontrolled Keywords: | Digital Service Transformation, Service Quality, Customer Experience, Customer Satisfaction |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD45-45.2 Technological innovations. Automation |
Divisions: | 01-Faculty of Economics > 61101-Management Business and Administration (S2) |
Depositing User: | ADE MAYDHA DESLIANA PUTRI ADYANI |
Date Deposited: | 25 Jul 2025 02:16 |
Last Modified: | 25 Jul 2025 02:16 |
URI: | http://repository.unsri.ac.id/id/eprint/180512 |
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