INFLUENCE OF SERVICE QUALITY AND USER EXPERIENCE ON CUSTOMER SATISFACTION OF PLN MOBILE APPLICATION

Abstract

In today’s digital era, mobile applications have become an essential platform for delivering public services, including electricity services provided through the PLN Mobile application. With increasing expectations from users, service quality and user experience play a crucial role in determining customer satisfaction. This research aims to analyze the influence of Service Quality and User Experience on Customer Satisfaction of PLN Mobile Application. The study employs a quantitative method with a sample of 100 respondents who are active users of PLN Mobile in Manado, selected through simple random sampling. Data were collected using questionnaires and analyzed using multiple linear regression, including validity, reliability, classical assumption, F-test, and t-test. The findings show that both Service Quality and User Experience significantly influence Customer Satisfaction, both partially and simultaneously. The results highlight that improvements in reliability, responsiveness, and ease of use of the application contribute to higher customer satisfaction. The implications of this study suggest that PLN should continuously enhance the quality of its mobile services and user interface design to ensure better user experience and greater satisfaction. Furthermore, this research contributes academically as a reference for future studies on digital service quality and user experience in public sector mobile applications.

Keywords: Service Quality, User Experience, Customer Satisfaction, PLN Mobile Application