The effectiveness of the new PLN mobile application in improving service quality, customer satisfaction, and electrifying lifestyle during the new normal period in Tanjung pandan city

Abstract

PT. PLN (Persero) as one of the State-Owned Enterprises (BUMN) received a mandate from the Indonesian government to provide electricity services. PLN ensures that the availability of electricity supply throughout Indonesia is currently sufficient through a power plant development program of 35 Gigawatt. On the other hand, the condition of the Covid-19 Pandemic during the New Normal period in Indonesia significantly impacted people's behavior in Indonesia in all respects, especially in accessing public services. To provide solutions related to the high community needs in obtaining services in the electricity sector in the current new normal period, PT. PLN (Persero) has made innovations by providing alternative online service media such as the mobile-based PLN New Mobile Application and has been integrated with other PLN applications such as the Centralized Customer Service Application and the Integrated Complaints and Complaints Application as well as digital payment services. This study measures the effectiveness of the New PLN Mobile Application in improving service and satisfaction for customers in the New Normal era in Tanjung pandan City. Thus, we use four variables often used in electronically assessing service quality, namely Efficiency, Fulfilment, Service Availability, and Privacy. The method used in this study is a quantitative method with a questionnaire approach. The sampling method used is purposive sampling with the criteria of respondents who have used the New PLN Mobile application. The number of samples used was 396 respondents. Based on the analysis of the results of the questionnaire test, observation, and other supporting data, it can conclude that New PLN Mobile Application has been significantly effective because it has fulfilled all the variables mentioned above.