Yulistiar, Fadhil Wahyu (2024) EVALUASI PELAYANAN PELANGGAN MELALUI APLIKASI PLN MOBILE DI UNIT PELAKSANA PELAYANAN PELANGGAN SIDOARJO. Undergraduate thesis, Universitas Pembangunan Nasional "Veteran" Jawa Timur.
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Abstract
PT PLN (Persero) created the PLN Mobile application to improve the quality of service to customers with aspects of uniqueness, convenience, speed, accuracy and transparency. However, at the Sidoarjo Customer Service Implementation Unit (UP3), there are still many customers who experience problems and submit complaints regarding the application's performance. This research aims to activate PLN Mobile in UP3 Sidoarjo using the Electronic Government Maturity Model framework, namely five pillars, namely Information Dissemination, Communication, Transactions, Interoperability and Participation. This research method uses a qualitative case study to provide an in-depth description of the evaluation of customer service through the PLN Mobile application within the framework of the e-Government maturity model in UP3 Sidoarjo. The research results show that several pillars, especially Transactions and Interoperability, have not been fulfilled properly by PLN Mobile in UP3 Sidoarjo. Lack of integration with other services means some services cannot be accessed via the application, forcing customers to come to the office. However, other pillars such as Information Dissemination, Communication and Participation have been carried out well, showing that there are significant efforts by PLN to improve these aspects. Therefore, although some of PLN Mobile's goals in improving service quality have not yet been fully achieved, there have been positive developments in other aspects.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JF Political institutions (General) > JF1338-2112 Public administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Fadhil Wahyu Yulistiar | ||||||||
| Date Deposited: | 22 May 2024 08:34 | ||||||||
| Last Modified: | 22 May 2024 08:34 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/22882 |
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