Peran Penerapan Aplikasi PLN Mobile Terhadap Kepuasan Pelanggan Pada PT PLN (Persero) UP3 Medan Utara

Abstract

The advancement of digital technology has encouraged public service sectors, including PT PLN (Persero), to transform their services through mobile-based applications. One such innovation is the PLN Mobile application, designed to enhance service efficiency, accessibility, and customer satisfaction. This study aims to examine the role of the PLN Mobile application in improving customer satisfaction at PT PLN (Persero) UP3 Medan Utara. The research method employed is descriptive qualitative, with data collected through observation and interviews with five respondents who are active PLN customers.The results indicate that most customers find the PLN Mobile application helpful, particularly in features such as bill payment, complaints, and access to electricity information. The application is considered to simplify services without the need to visit the PLN office, saving time and providing transparent information. However, some technical issues such as system errors or unstable internet connections were reported, which can affect user experience. Overall, the implementation of the PLN Mobile application has positively contributed to improving customer satisfaction and serves as an essential part of digital transformation in the public electricity service sector.