The Impact of Digital Service Transformation and Quality of Engineering Services Through Application PLN Mobile on Customer Satisfaction at PT PLN (PERSERO) ULP Seberang UP3 Jambi City

Abstract

In Indonesia’s rapidly digitizing economy, PT PLN (Persero), as the national electricity provider, faces escalating demands for efficient service delivery. The PLN Mobile application represents a critical tool for customer engagement, yet its impact on satisfaction amid frequent outages (19,653 cases in 2024) remains underexplored. This study investigates how digital service transformation and engineering service quality via PLN Mobile influence customer satisfaction at PT PLN’s Jambi branch. A quantitative analysis of 100 sampled respondents (Slovin formula) from 19,653 complaint reports assessed two variables: digital transformation (X1) and service quality (X2), using regression analysis. Both variables significantly boost satisfaction (X1: β=0.471, p=0.000; X2: β=0.514, p=0.000). However, app crashes and inaccurate repair-time estimates emerged as critical pain points. The study underscores the need for AI-driven optimization (e.g., real-time outage tracking) and UX improvements to align with global utility standards. It also highlights the role of localized digital solutions in SOEs, contributing to literature on emerging markets.