CUSTOMERS SATISFACTION LEVEL OF ELECTRICITY ONLINE SERVICES THROUGH PLN MOBILE APPLICATION

Tuwisna, and Gadeng, Tarmizi and Ayuningtyas, Desi (2017) CUSTOMERS SATISFACTION LEVEL OF ELECTRICITY ONLINE SERVICES THROUGH PLN MOBILE APPLICATION. In: The 1st Unimed International Conference On Economics And Business 2017 (UNICEB), 12 Dec 2017, Medan.

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Abstract

In recent years, People harness internet and technology for information, communication, and entertainment. Information technology is increasingly require a willingness and tenacity, PT PLN (Persero) as one of the leading state-owned electricity company in Indonesia must be able to balance those two things with breakthrough innovation. The current era of information is very important and we must also recognize that the employees and customers of PT PLN (Persero) is spread all around Indonesia where not all information can be easily get. This study aims to determine the level of customer satisfaction of online electricity service through the application of PLN Mobile at PT PLN (Persero) Subulussalam Area. This research uses descriptive research method with quantitative approach which is data retrieval through spreading of questionnaire. The subject of this research is all customers of PLN Subulussalam Area using PLN Mobile application. Samples taken as many as 91 respondents with sampling using probability sampling method, especially cluster sampling. The findings of the research show that the customer expectation level (86.55%) is greater than the level of customer performance (75.98%) with the difference of 10.57%. Satisfaction level is also proved by T test result of two paired samples, t arithmetic (0,424) <t table (1,66) with Ho decision criteria accepted where Ho is the service of electricity online through PLN Mobile application equal to or higher than customer expectation so making customers satisfied.

Item Type: Conference or Workshop Item (Paper)
Keywords: level of expectation; level of performance acceptance; level of satisfaction
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory. Demography > HB71 Economics as a science
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Mrs Gusti Lisa Utami
Date Deposited: 19 Jan 2018 07:57
URI: http://digilib.unimed.ac.id/id/eprint/28281

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