Implementasi Aplikasi PLN Mobile dalam Meningkatkan Kualitas Pelayanan Publik pada PLN (Persero) Unit Layanan Pelanggan Medan Baru

Abstract

The Implementation of PLN Mobile application is one form of implementing information technology to improve the quality of public services in the PLN Unit of Medan Baru Customer Service. In its use, PLN Mobile plays an important role in facilitating customers in accessing services and information related to PLN. This study aims to examine the implementation of the PLN Mobile application on the quality of public services in the PLN Unit of Medan Baru Customer Service. This study uses a qualitative approach with interview methods conducted on 5 customers of the PLN Unit of Medan Baru Customer Service who use the PLN Mobile application to conduct transactions and obtain information related to PLN services. The results showed that the implementation of the PLN Mobile application in the PLN Unit of Medan Baru Customer Service has had a positive impact on public services. This is seen from the improvement in information and communication systems with customers, the increase in service efficiency and effectiveness, as well as the increase in customer satisfaction with PLN services. This study aims to analyze the implementation of the PLN Mobile application as an effort to improve the quality of public services in the PLN Unit of Medan Baru Customer Service. The Van Meter and Van Horn theory is used to understand the implementation of effective and efficient public service policies. This study uses a qualitative method with data collection techniques through in-depth interviews and observations. The results showed that the implementation of the PLN Mobile application provides a significant contribution to improving the quality of public services in the PLN Unit of Medan Baru Customer Service. This can be seen from the increase in the effectiveness and efficiency of public services, which is reflected in the increase in customer satisfaction and the improvement in PLN's performance. However, this study also found several obstacles in the implementation of the PLN Mobile application, such as technical limitations and organizational factors. Therefore, it is recommended that PLN continues to improve the use of information and communication technology in public services, while paying attention to organizational factors that affect policy implementation.