Quality of Public Services at PT. PLN (Persero) ULP Marisa

Abstract

Purpose of this study is to explore aspects of the quality of electricity services through the PLN Mobile application at PT. PLN (Persero) ULP Marisa, which includes the process, SERVQUAL dimensions (Tangibles, Reliability, Responsiveness, Assurance, and Empathy), as well as determinant factors such as personal aspects, leadership, team, system, and situational context. The argument of this study is that the process of improving service quality through the use of the PLN Mobile application can increase customer satisfaction and overall service effectiveness in the ULP Marisa area, Pohuwato Regency. This study uses a descriptive qualitative method through the stages of observation, interviews, documentation, and data analysis. The results of the study indicate that the process aspect in the use of the PLN Mobile application has been attempted, but there are still obstacles in the form of low levels of customer understanding and limited digital literacy. The SERVQUAL dimension shows that tangibles, reliability, responsiveness, assurance, and empathy still need improvement in order to provide services that meet customer expectations. The personal, leadership, and team aspects reveal that collaboration between stakeholders and training to improve personnel competence are essential. The digital-based service system through PLN Mobile shows good potential but requires more intensive socialization to increase user adoption. Customer satisfaction can be increased by strengthening communication strategies and public education regarding the use of the PLN Mobile application. This study concludes that digital transformation through the PLN Mobile application requires strengthening in various aspects to achieve the goals of effective and efficient public services.