Case Study
Year: 2022 | Month: February | Volume: 9 | Issue: 2 | Pages: 281-287
DOI: https://doi.org/10.52403/ijrr.20220238
E-Satisfaction Analysis of PLN Mobile Application Users Using E-Servqual Dimensions as a Service during the COVID-19 Pandemic
Amarista Coirolla1, Tri Lestira Putri Warganegara2
1,2Faculty of Economics and Business, University of Bandar Lampung, Jl. Zainal Abidin Pagar Alam No. 26, Labuhan Ratu, Kedaton, 35142, Bandar Lampung, Indonesia
Corresponding Author: Amarista Coirolla
ABSTRACT
Advances in technology have made companies innovate to support their activities, including PT. PLN (Persero). In 2016 PT. PLN (Persero) has succeeded in releasing a digital-based customer service application to facilitate customers named PLN Mobile. PT. PLN (Persero) ULP Karang is one of the customer service units under the Tanjung Karang Network Service Area which has started to carry out service activities through the PLN Mobile. The goal of the authors of this observe was to analyze the level of user satisfaction of PLN Mobile application using the e-servqual dimensions. This research is based on a quantitative descriptive approach which distributes a list of questions to 96 coral customers who use the PLN Mobile. From the respondents' answers, the gap value will be calculated using GAP reviews and Importance Performance Analysis (IPA) techniques. Based on the outcomes of the GAP reviews between expectations and performance, the highest level of GAP is obtained at attribute number 20 and attribute number 21 with a value of -1.40 which is included in the fulfillment. The result from the calculated using Importance Performance Analysis (IPA) is that 3 out of 25 attributes are convered in quadrant A, specifically attribute number 14 with 70% conformity level entered into dimension fulfillment, attribute number 20 and attribute number 21 which are included in the responsiveness with the same level of conformity that is 96%.
Keywords: PLN Mobile, E-servqual, Importance Performance Analysis (IPA), Expectations, Performance.
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