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All Journal JOPPAS: Journal of Public Policy and Administration Silampari
Fitra Dwi Rayoni
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Humanities Social Sciences

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Analisis Penggunaan Aplikasi PLN Mobile dalam Mewujudkan Pelayanan Publik yang Efektif dan Transparan Abbas; Zaratussyifa Trinabila. ZR; Fitra Dwi Rayoni; Ulfah Dwi Umniyah; Sri Indarti
JOPPAS: Journal of Public Policy and Administration Silampari Vol. 8 No. 1 (2026): JOPPAS: Journal of Public Policy and Administration Silampari
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/w44s9a25

Abstract

The purpose of this study is to analyze the effectiveness of the PLN Mobile application in realizing effective and transparent public services in Bengkulu City.The research method used is a mixed methods approach with a descriptive-explanatory method; data were collected through observation, interviews, Likert-scale questionnaires, and documentation from application users and PT PLN (Persero) ULP Nusa Indah Bengkulu City. The results show an average effectiveness score of 3.85, a transparency score of 3.90, and a user satisfaction score of 3.78 (effective category). The PLN Mobile application has proven to improve time efficiency, ease of access, and transparency of service information, but is not yet optimal due to technical system constraints, limited response at certain times, and digital literacy gaps. These results are consistent with the TAM (Technology Acceptance Model) theory and e-government studies, which confirm that the success of public service digitalization is determined by technological readiness as well as user and institutional readiness. It can be concluded that the PLN Mobile application plays an effective role in supporting transparent and accountable public services, and therefore needs to be supported by improved system capacity and user digital literacy to optimize its benefits. Kata Kunci: e-Governance, Effectiveness, PLN Mobile, Public Service, Transparency.
Co-Authors Abbas Sri Indarti Ulfah Dwi Umniyah Zaratussyifa Trinabila. ZR