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All Journal Jurnal Teknologi Dan Sistem Informasi Bisnis
Harjunadi Wicaksono
Sistem Informasi, Fakultas Informatika dan Desain, Universitas Bina Insani

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Audit Sistem Monitoring Dan Kinerja Penanganan PengaduanPLN Mobile Menggunakan COBIT 5 Muhammad Rifki Faishal; Harjunadi Wicaksono
Jurnal Teknologi Dan Sistem Informasi Bisnis Vol. 8 No. 3 (2026): Juli 2026
Publisher :  Prodi Sistem Informasi Universitas Dharma Andalas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47233/jteksis.v8i3.143

Abstract

The PLN Mobile application currently faces operational problems, specifically ticket closure status desynchronization and high recurring complaints. This study aims to evaluate the capability level of the complaint monitoring system using the COBIT 5 framework, strictly focusing on the DSS02 domain. The research method involved observation, interviews, and direct-question formatted questionnaires distributed to 100 active customer respondents for the Q1 data period. The analytical techniques used included validity and reliability testing, Capability Level measurement, and Gap Analysis, wherein statistically invalid data were excluded to maintain measurement integrity. The research results indicate that the overall capability level reached Level 4 (Predictable Process) with a score of 3.58. However, there is a gap of 1.42 from the Level 5 target, with the most significant deficiency found in the ticket closure mechanism (DSS02.06, score 2.97). Integrating a two-way validation feature is highly recommended to resolve these recurring issues.
Co-Authors Muhammad Rifki Faishal