Customer Satisfaction with PLN Mobile Application at PT PLN (Persero) ULP Samarinda Ilir: A Qualitative Study
DOI:
https://doi.org/10.65310/za2acq87Keywords:
Customer satisfaction, PLN Mobile, System quality, Service quality, Perceived usefulness, Digital serviceAbstract
PLN Mobile is a digital service platform developed by PT PLN (Persero) to facilitate customer access to electricity services, including bill payments, token purchases, service requests, and complaint handling. Despite supporting the company's digital transformation, users continue to experience system instability, slow response times, login failures, and limited responsiveness of complaint features. This study aims to analyze customer satisfaction with the PLN Mobile application among users of PT PLN (Persero) ULP Samarinda Ilir by examining perceived usefulness, ease of use, system quality, and service quality. A qualitative case study approach was employed. Data were collected through in-depth interviews, observations, and documentation involving 15 customers selected using purposive sampling. Data were analyzed using the Miles and Huberman interactive model and thematic coding. The findings indicate that users are generally satisfied with PLN Mobile, with perceived usefulness emerging as the strongest determinant of satisfaction due to its convenience, time efficiency, and accessibility. However, system quality remains the primary challenge because of application errors, slow performance, and login disruptions. The study concludes that while PLN Mobile provides substantial functional benefits, improvements in system reliability, complaint responsiveness, and feature optimization are essential to enhance customer satisfaction and encourage sustained application use.
Downloads
References
Beanning, L., & Zulkarnain. (2024). The effect of e-service quality on customer satisfaction and customer loyalty: A study on mobile banking application in Indonesia. Communications in Humanities and Social Sciences, 4(1), 51–58. https://doi.org/10.21924/chss.4.1.2024.73
Braun, V., & Clarke, V. (2021). Thematic analysis: A practical guide. Sage Publications.
Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). Sage Publications.
Dewi, M. S., & Sari, K. P. (2024). Pengaruh E-Service Quality, Kepercayaan Pelanggan Dan Kemudahan Aplikasi PLN Mobile Terhadap Kepuasan Pelanggan PT. PLN (Persero) Singaraja. Jnana Satya Dharma, 12(1). https://doi.org/10.55822/jnana.v17i1.367
Fathya, V. N., Viverita, V., Hati, S. R. H., & Astuti, R. D. (2023). Customer satisfaction with electronic public services: An 18 years of systematic literature review. International Review on Public and Nonprofit Marketing, 20(4), 759-812. https://doi.org/10.1007/s12208-022-00350-6
Febrianti, F., Ahsyar, T. K., Saputra, E., Rahmawita, M., Munzir, M. R., & Zarnelly. (2023). Analisa kepuasan pengguna Sistem Informasi Manajemen Rumah Sakit menggunakan metode EUCS. Jurnal Teknik Informatika dan Sistem Informasi, 10(1), 656–669. http://repository.uin-suska.ac.id/64836/
Handayani, N., & Prahartiwi, L. I. (2024). Analisis penerimaan teknologi e-wallet Gopay dengan Technology Acceptance Model (TAM). Indonesian Journal on Information System, 9(1), 47–59. https://doi.org/10.36549/ijis.v9i1.303
Haq, A. A. (2022). Penggunaan Aplikasi Pln Mobile Sebagai Sarana Komunikasi Digital dalam Upaya Meningkatkan Kualitas Pelayanan Pelanggan. COMSERVA: Jurnal Penelitian Dan Pengabdian Masyarakat, 2(7), 1192-1200. https://doi.org/10.59141/comserva.v2i7.447
Hassan, H. E. (2024). The role of mobile shopping service quality in enhancing customers’ m-satisfaction, m-loyalty, and e-word of mouth. Future Business Journal, 10, Article 109. https://doi.org/10.1186/s43093-024-00396-4
Hijazi, R., Abu Daabes, A., & Al-Ajlouni, M. I. (2023). Mobile payment service quality: a new approach for continuance intention. International Journal of Quality & Reliability Management, 40(8), 2019-2038. https://doi.org/10.1108/IJQRM-05-2022-0151
Ingaldi, M. (2022). E-service quality assessment according to hierarchical service quality models. Management Systems in Production Engineering, 30(4), 311-318. https://doi.org/10.2478/mspe-2022-0040
Magfirah, N. I., Tawe, A., Haeruddin, M. I. W., Ruma, Z., & Musa, M. I. (2023). The Effect of Electronic Service Quality and Promotion on the PLN Mobile Application on PLN ULP Sungguminasa Customer Satisfaction in Gowa Regency in the Era of the Covid-19 Pandemic. Jurnal Manajemen dan Akuntansi, 1(2), 95-104. https://doi.org/10.59971/ijhabs.v1i2.89
Makasiahe, A., Hatu, R. A., Aneta, Y., & Tohopi, R. (2024). Quality of Public Services at PT. PLN (Persero) ULP Marisa. Journal Dimensie Management and Public Sector, 5(4), 22-29. https://doi.org/10.48173/jdmps.v5i4.288
Miles, M. B., Huberman, A. M., & Saldaña, J. (2020). Qualitative data analysis: A methods sourcebook (4th ed.). Sage Publications.
Muliati & Sukmiah. (2025). Enhancing Customer Satisfaction through the Implementation of E-Service Quality: A Case Study at PT PLN ULP, Barru District, Indonesia. Meraja Journal, 8(2), 150-165. https://doi.org/10.33080/mrj.v8i2.431
Novianti, R., & Bharata, W. (2022). Elaborasi model Technology Acceptance Model (TAM) dan DeLone & McLean untuk mengukur faktor penggunaan ShopeePay. Ekonomi, Keuangan, Investasi dan Syariah, 4(2), 382–389. https://doi.org/10.47065/ekuitas.v4i2.2446
PT PLN (Persero). (2026). PLN Mobile (Version 5.x) [Mobile application]. Google Play. Diakses dari https://play.google.com/store/apps/details?id=com.icon.pln123
Putra, K. P., & Barusman, T. M. (2024). The Effect of Using the PLN Mobile Application on PLN Customer Satisfaction (Case Study at PT PLN ULP Teluk Betung). Formosa Journal of Multidisciplinary Research, 3(3), 643-652. https://doi.org/10.55927/fjmr.v3i3.8557
Rahayu, S., Mahrom, Y., & Helmi, S. (2024). Customer satisfaction optimization: Impact of PLN mobile application and price in the context of PT. PLN Palembang services. Edelweiss Applied Science and Technology, 8(5), 1311-1321. https://doi.org/10.55214/25768484.v8i5.1834
Salsabila, A., Munzir, M. R., Ahsyar, T. K., & Megawati. (2022). Analisa kepuasan mahasiswa AMIK Mahaputra Riau terhadap SISFO dengan metode End User Computing Satisfaction. JURIKOM (Jurnal Riset Komputer), 9(6), 1910–1919. https://doi.org/10.30865/jurikom.v9i6.5083
Sari, G. P., Salisah, F. N., Rozanda, N. E., Afdal, M., Jazman, M., & Marsal, A. (2024). Analisis penerimaan pengguna e-wallet DANA menggunakan metode TAM dan DeLone McLean. Journal of Information System Research (JOSH), 5(4), 891–900. https://doi.org/10.47065/josh.v5i4.5334
Yin, R. K. (2018). Case study research and applications: Design and methods (6th ed.). Sage Publications.
Yum, K., & Yoo, B. (2023). The impact of service quality on customer loyalty through customer satisfaction in mobile social media. Sustainability, 15(14), Article 11214. https://doi.org/10.3390/su151411214
Yusuf, B., Arif, M. R., & Rukaiyah, S. (2025). Pengaruh Kualitas Pelayanan Dan Inovasi Layanan Digital PLN Mobile Terhadap Kepuasan Pelanggan PT PLN (Persero) Unit Pelaksana Pelayanan Pelanggan (UP3) Mamuju. Jurnal Online Manajemen ELPEI, 5(2), 1680-1689. https://doi.org/10.58191/jomel.v5i2.455
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Darmawan Aprianto, Martin Pongsonggo, I Made Suparta, Endah Budiarti (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
