Yadnya, Sang Ayu Made Cintika (2025) Optimalisasi Penggunaan Aplikasi PLN Mobile untuk Meningkatkan Kepuasan Pelanggan terhadap Pelayanan Kelistrikan pada PT. PLN Unit Induk Distribusi Bali. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

Nowadays, techological advancements are familiar to many people. This advanced technology has launched innovations that make things easier for people, such as their electricity needs. For this reason, PT. PLN (Persero) created an application, namely PLN Mobile, which aims to increase customer satisfaction, one of which is at PT. PLN Unit Induk Distribusi Bali. The purpose of this study is to determine the factors that hinder PLN Mobile performance, the influence of PLN Mobile use on efforts to increase customer satisfaction and efforts to optimize PLN Mobile services. This research was conducted over a 6 month period in the commercial sub-section. The data analysid methods used were descriptive statistics and qualitative descriptive analysis, utilizing data collection techniques such as observation, interviews, documentation, and questionnaire distribution. This study assesses 4 indicators on the use of PLN Mobile and 4 indicators on customer satisfaction with the assessment that has been running well but there are still indicators that are not optimal because of many obstacles and complaints originating from internal and external factors that occur repeatedly and over a long period of time. Therefore, efforts can be made to obtain feedback from the public who use the service and improve PLN Mobile's performance, which is lacking. Therefore, optimization is carried out by considering user needs, desires, expectations, and perceptions to achieve the agreed-upon goals, vision, and mission

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Innovation, Optimization, PLN Mobile, Customer Satisfaction
Subjects: Ilmu Sosial Humaniora > Ilmu Sosial
Divisions: Jurusan Administrasi Bisnis > Prodi D4 Manajemen Bisnis Internasional > Skripsi
Depositing User: Sang Ayu Made Cintika Yadnya
Date Deposited: 01 Sep 2025 10:04
Last Modified: 01 Sep 2025 10:04
URI: https://repository.pnb.ac.id/id/eprint/18607

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