Proceedings of the 7th International Conference on Information Technology, Engineering, and Business Applications (ICIBA) and 3rd Social Science & Economic International Conference (SOSEIC 2024)

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The Role of PLN Mobile Application and Customer Satisfaction

Authors
Sulaiman Helmi1, *, Martin Rahmadi2, Gesty Ernestivita2
1Universitas Bina Darma, Palembang, Indonesia
2Universitas Janabadra, Yogyakarta, Indonesia
*Corresponding author. Email: sulaimanhelmi@binadarma.ac.id
Corresponding Author
Sulaiman Helmi
Available Online 15 September 2025.
DOI
10.2991/978-2-38476-466-2_16How to use a DOI?
Keywords
PLN Mobile application; customer satisfaction; PT PLN (Persero); service quality
Abstract

This study aims to evaluate the role of PLN Mobile application on customer satisfaction at PT PLN (Persero) UP3 Palembang ULP Rivai. In the context of increasingly fierce industry competition, mobile applications are becoming one of the important tools for companies to improve service quality and maintain customer satisfaction. This research uses a quantitative method with a survey approach, involving a number of respondents who are customers of PT PLN (Persero) UP3 Palembang ULP Rivai. Data was collected through a questionnaire designed to evaluate customers’ experience in using the PLN Mobile application as well as their level of satisfaction with the services provided. Data analysis was conducted using linear regression to measure the effect of the PLN Mobile application on customer satisfaction. The results showed that the PLN Mobile application has a significant role in increasing customer satisfaction. The features in the application that are easy to use, accurate information, and responsive services are the main factors that influence the level of customer satisfaction. These findings provide important implications for PT PLN (Persero) in an effort to improve customer service and satisfaction through the development and optimisation of mobile applications.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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<Previous Article In Volume
Volume Title
Proceedings of the 7th International Conference on Information Technology, Engineering, and Business Applications (ICIBA) and 3rd Social Science & Economic International Conference (SOSEIC 2024)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
15 September 2025
ISBN
978-2-38476-466-2
ISSN
2352-5398
DOI
10.2991/978-2-38476-466-2_16How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Sulaiman Helmi
AU  - Martin Rahmadi
AU  - Gesty Ernestivita
PY  - 2025
DA  - 2025/09/15
TI  - The Role of PLN Mobile Application and Customer Satisfaction
BT  - Proceedings of the 7th International Conference on Information Technology, Engineering, and Business Applications (ICIBA) and 3rd Social Science & Economic International Conference (SOSEIC 2024)
PB  - Atlantis Press
SP  - 168
EP  - 177
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-466-2_16
DO  - 10.2991/978-2-38476-466-2_16
ID  - Helmi2025
ER  -