Putri, Nindya Angelina (2026) Pengaruh E-Service Quality dan Kemudahan Penggunaan Aplikasi PLN Mobile Terhadap Kepuasan Pelanggan Ulp rungkut. Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.
![[img]](https://repository.upnjatim.ac.id/style/images/fileicons/text.png) |
Text
COVER.pdf Download (1MB) |
|
Text (BAB I)
22042010245-bab 1.pdf Download (174kB) |
|
Text (BAB II)
22042010245-bab 2.pdf Restricted to Repository staff only until 31 August 2029. Download (270kB) |
|
Text (BAB III)
22042010245-bab 3.pdf Restricted to Repository staff only until 31 August 2029. Download (459kB) |
|
Text (BAB IV)
22042010245-bab 4.pdf Restricted to Repository staff only until 31 August 2029. Download (644kB) |
|
Text (BAB V)
22042010245-bab 5.pdf Download (15kB) |
|
Text
22042010245-daftarpustaka.pdf Download (137kB) |
|
Text (LAMPIRAN)
22042010245-lampiran.pdf Restricted to Repository staff only until 2029. Download (466kB) |
Abstract
Digital transformation in public services has encouraged PT PLN (Persero) to develop the PLN Mobile application as an integrated customer service platform. The success of This application is strongly influenced by electronic service quality and Perceived Ease of Use, which contribute to customer satisfaction. This study aims to analyze the effect of e- service quality and ease of use on customer satisfaction among PLN Mobile users at PT PLN (Persero) ULP Rungkut. A quantitative approach was employed by distributing questionnaires to customers who met the research criteria. Data were analyzed using multiple linear regression with IBM SPSS 26. The findings indicate that e-service quality has a positive and significant effect on customer satisfaction. Ease of use also has a positive and significant effect on customersatisfaction. Simultaneously, both variables explain a substantial proportion of customer satisfaction, indicating that improving electronic service quality along with application usability enhances customer satisfaction toward PLN Mobile.
| Item Type: | Thesis (Undergraduate) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5415.5 Customer services |
||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | nindya angelina | ||||||||
| Date Deposited: | 31 Aug 2026 02:51 | ||||||||
| Last Modified: | 31 Aug 2026 02:51 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59399 |
Actions (login required)
 |
View Item |