Mawardhani, Fitriah (2024) Kualitas Pelayanan Aplikasi PLN Mobile (Studi di PT. PLN (Pesero) ULP Malang Kota). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang.

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Abstract

In an information age that demands more and more of the absolute need for information, it demands the Badan Usaha Milik Negara (BUMN) to improve services professionally according to their respective fields, technological changes and the very rapid flow of information have prompted companies to produce service products that can meet the needs and desires of consumers. In order to ensure the convenience of its services, PLN (Persero) has launched an application called PLN Mobile, this mobile application shows a significant difference from the services previously available in PLN. Previously some services had to be done physically and directly in the office, but with the presence of the PLN mobile application now you can access various types of services through a single platform with the features provided. Although the PLN Mobile App provides easier access to the service, it turns out that there are still a lot of civilians who do not fully understand its use. Some of them feel more effective by going directly to PLN's office for direct service and clearer information.
This research is aimed at analyzing and describing the quality of service of PLN Mobile applications in PLN (Persero) ULP Malang Kota as well as to analyze and describe the supporting and inhibiting factors of service quality of the PLN mobile applications at PLN ULP Malang Kota.
This research is qualitative in nature using a descriptive approach. In this research has the technique of data collection through three stages namely, observations, interviews and documentation at the research site PT. PLN (Persero) ULP Malang Kota which is used as the Informer in the research that is officers in particular the field of administration and customer service as well as the community as customers PLN Mobile.
In this study, service quality dimensions such as physical assets, reliability, responsiveness, security, and empathy were successfully applied to PLN mobile applications. However, there were problems in dealing with customer complaints that needed repair. The problem that arises at ULP Malang Kota’s office is the handling of customer complaints that exceed the specified time limit.

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