PENGARUH KUALITAS LAYANAN DIGITAL DAN KEMUDAHAN PENGGUNAAN TERHADAP KEPUASAN PELANGGAN MELALUI KEPERCAYAAN PELANGGAN APLIKASI PLN MOBILE PADA PT PLN (PERSERO) UNIT LAYANAN PELANGGAN KAWANGKOAN
DOI:
https://doi.org/10.35794/jmbi.v13i2.68729Abstract
The State Electricity Company (Persero) plays a strategic role as the main provider of national electricity through digital transformation and operational efficiency, which supports increased state revenue and energy sustainability in Indonesia. This study aims to analyze the effect of digital service quality and ease of use on customer satisfaction through customer trust in the PLN Mobile Application at PT PLN (Persero) Kawangkoan Customer Service Unit. The study population consisted of 52,443 customers, and the sample was determined using a purposive sampling technique with the calculation of the number of samples using the Slovin formula to obtain 100 respondents. Data analysis was carried out using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The results of the study indicate that digital service quality, ease of use, and customer trust have a positive and significant effect on customer satisfaction. In addition, digital service quality and ease of use also have a positive and significant effect on customer trust.
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