Skripsi

PENGARUH TRANSFORMASI LAYANAN DIGITAL, KUALITAS PELAYANAN TEKNIK DAN PENGALAMAN PELANGGAN PENGGUNA APLIKASI PLN MOBILE TERHADAP KEPUASAN PELANGGAN PADA PT PLN (PERSERO) ULP SEBERANG KOTA UP3 JAMBI

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Penilaian

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This research was conducted with the aim of determining the influence of digital service transformation, technical service quality, and customer experience on customer satisfaction among users of the PLN Mobile application at PT PLN (Persero) ULP Seberang Kota UP3 Jambi. The population in this study is all customer complaints of PT PLN (Persero) ULP Seberang Kota UP3 Jambi who use the PLN Mobile application in 2024 as many as 19,653. The sample used in this study was 100 respondents using the slovin formula. The results of the analysis indicate that digital service transformation, the quality of technical services, and customer experience have a positive and significant effect on customer satisfaction. In terms of digital service transformation, it is recommended to improve the quality and speed of application usage by developing and updating the system based on customer needs. Regarding service quality, it is important to evaluate the factors that hinder timely repairs according to the estimated schedule. To enhance customer experience, it is necessary to improve the user experience of the PLN Mobile application through better navigation, interface design, and user education so that the service flow is easier to understand and more comfortable to use.

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2507004577	T180512	T1805122025	Central Library (REFERENCE)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T1805122025

Publisher

Indralaya : Prodi Manajemen, Fakultas Ekonomi Universitas Sriwijaya., 2025

Collation

xiv, 61 hlm.; ilus.; tab.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

658.07

Content Type

Text

Media Type

unmediated

Carrier Type

-

Edition

-

Subject(s)

Transformasi
Prodi Manajemen

Specific Detail Info

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Statement of Responsibility

TUTI

Other version/related

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