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Journal : JURNAL LENTERA BISNIS

PENGARUH KUALITAS PENGADUAN, KECEPATAN PENANGANAN DAN KEPUASAN PENGGUNA TERHADAP EFEKTIVITAS FITUR PENGADUAN PLN MOBILE UP3 CIKOKOL Christover, Jean; Djati, Sunding Pantja; Mariam, Siti; Mahadewi, Erlina Puspitaloka
JURNAL LENTERA BISNIS Vol. 15 No. 1 (2026): JURNAL LENTERA BISNIS, JANUARI 2026
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v15i1.2103

Abstract

In the digital era, public services have transformed through applications such as PLN Mobile. The effectiveness of its complaint feature is influenced by complaint quality, handling speed, and user satisfaction, with digital literacy serving as a moderator. This study aims to analyze the factors affecting the effectiveness of the complaint feature on the PLN Mobile application within the PLN UP3 Cikokol working area.Using purposive sampling, the study involved 120 respondents who are customers of PLN UP3 Cikokol. Data analysis was performed using PLS-SEM with smartpls 4 software. The results indicate that complaint quality, handling speed, and user satisfaction significantly influence complaint feature effectiveness. Notably, complaint quality has the strongest impact on user satisfaction compared to other relationships in the model. Furthermore, digital literacy does not significantly moderate the influence of complaint quality, handling speed, or user satisfaction on feature effectiveness. This suggests that the PLN Mobile complaint feature is sufficiently inclusive, ensuring its effectiveness is accessible to all users regardless of their digital proficiency levels.
Co-Authors - Khaeruman Abdul Haeba Ramli Aditya Halim Perdana Kusuma Putra Putra Adrifa, Zacky Putra Agung Aji Perdana Agung Edi Rustanto Ahdi Riyono Ahmad Suriansyah Ahmad Zainal Ajat Sudrajat Al Kausar, Al Kausar Almansuri, Anton Amalia Sapriati Amrullah Amrullah Ardhana, Nugroho Aji Arif, Zaenal Arifah, Muhammad Syahroni Arifin, Antoni Ludfi Arsyi Rizqia Amalia Aulia, Nur Nabila Azhar Nampira, Ardi Bagiastra, I Ketut bt Rushdi, Hashlina Budi, Erwanto Budi, Erwanto Catur Kepirianto Cholifihani, Muhamad Cholifihani, Muhammad Christover, Jean Damayanti, Si Luh Putu Dedi Junaedi, Dedi Defran, Hanif Muhammad Dewi Purnamasari Dewi, Maya Puspita Diatmika, Anak Agung Ketut Dihin Septyanto Din Azwar Uswatun Djati, Sunding Pantja Djoko Sutrisno Ekawati, Rosa Eni Rosnija Eric Hermawan Ernawati Ernawati Eros Rosmiati Evi Novita Fadillah, Nida Sri Nur Fahrosa, Salsa Meisita Fatiani, Kurunul Fika Aryani Hamidah, Asti Hendriadi, Hendriadi Herlina Herlina Hidayat, Yusup Rachmat I Ketut Suma I Wayan Suastra Ida Bagus Putu Arnyana Ida Nurhaida Imelda Fajriati Indrajaya, Titus Irsan Tricahyadinata IRWANSYAH Irwansyah Irwansyah Ismaya, Sakti Brata Judijanto, Loso Juliana Juliana Kadafi, M. Amin Kalim, Muchamad Nur Kanaya, Aida Suni Khaeruman Khoidar Amirus Khoirunisa, Nurul Kusnadi Laela Fitriani, Baiq Lutfiyah, Zalfa Waspa Ma'mun, Nadiah Macdhy, Reshanty Dea Nur Mahadewi, Erlina Puspitaloka Maharani, Alfiana Citra Majid Wajdi Maksum Radji Maratis, Jerry Megawaty Meidiyanty, Elvira Muhammad Nafi Annury, Muhammad Nafi Naldo, Jufri Naldo Nefianto, Tirton Nurishlah, Laesti Nurpadilah, Maila Oktavia, Kiki Nur Omar, Rina Haji Panji Kresna, Egi Petrus Jhon Alfred Depa Dede Pindiharti, Dewi Prakoso, Hauzan Afif Prasetyo, Wisnu Budi Pratama, Mario Putra Purbasari, U.K. Purnomo, Subekhi Hadi Purnomo, Suseno Hadi Rahayu Apriliaswati Rahayu, Astrid Ramdan Samadi, Mochammad Riyanti Riyanti Rohani, Laila Rois, Ajun Rojuaniah Rojuaniah Ropi Marlina Rozamuri, Arif Murti Saadillah, Ramdhani Saputra, Radiansyah Harry Sari, Fitri Eka Sari, Hani Mayang Sayyidatul Fadlilah Septiningrum, Kartika Ayu Setyaningrum, Angela Selvia Shunhaji, Akhmad Silvester Masias Siso Sina, Muhammad Ibnu Sinaga, Samuel J. Siti Nurhidayati Siti Tarwiyah Sujatmiko, Anang Suriyadi, Suriyadi Suroyo Suroyo Surryanto Djoko Waluyo Suryani, Devina Ratna Susanto Susanto Sutawidjaya, Ahmad Hidayat Sutawijaya, Ahmad Hidayat Syahla, Tamara Syech Idrus Tablante, Dennish Tablante, Dennish H. Thamanda, Dhea Rusli Toaha, Muhammad Vikaliana, Resista Wicaksana, Harits Hijrah Widiyanti, Indri Ayu WIJAYA WIJAYA, WIJAYA Yogi Prihandoko Yohana, Erni Yolanna, Yolla Yusuf, Marwah