The Effectiveness of PLN Mobile Application in Improving Customer Service at PT. PLN (Persero) UP3 Bengkulu

Abstract

PLN Mobile Application is a mobile-based customer self-service that integrates directly with the Unified Complaint and Complaint Application (APKT) and the Centralized Customer Service Application (AP2T). Previously, PLN services were conducted through Call Center 123, Facebook, Twitter, Email, and PLN's website. This study aims to determine the Effectiveness of the PLN Mobile Application in Improving Customer Service at PT. PLN (Persero) UP3 Bengkulu. The research method used is qualitative research. Data collection techniques include interviews and documentation. This study uses Purposive Sampling technique to identify research informants. There are 4 research informants consisting of individuals who understand and are knowledgeable about the PLN Mobile application and its users. The data analysis techniques used include data reduction, data presentation, and drawing conclusions. The data sources used are primary and secondary data. Based on the research results and discussions using the effectiveness theory according to Budiani in Purnamawati, et al. (2022:14), which include program target accuracy, program socialization, program objectives, and program monitoring, it can be concluded that the effectiveness of the PLN Mobile application in improving customer service at PT. PLN (Persero) UP3 Bengkulu, in general, has been running well and effectively. However, out of the four effectiveness program indicators used, it turns out that one is not fully effective, namely the program target accuracy. Looking at the number of PLN (Persero) UP3 Bengkulu customers, there are still 5% of customers who do not know and understand how to use the PLN Mobile application, because elderly customers do not have supporting smartphones, face signal difficulties, and customers who are not skilled in using digital technology. For customers without supporting smartphones, facing signal difficulties, customers not skilled in using digital technology, and the elderly, they can seek assistance from close family members who understand technology and have supporting smartphones to utilize the PLN services through the PLN Mobile application.