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
Keywords:
Digital Service Transformation, Service Quality, Customer SatisfactionAbstract
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.
Published
Issue
Section
Copyright (c) 2025 Ade Maydha Desliana Putri Adyani, Marlina Widiyanti, Zakaria Wahab, Ahmad Maulana
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International. that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
