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All Journal International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Sinergi International Journal of Economics
Iman Rohmatan
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Economics, Econometrics & Finance

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Application of Digital Marketing Implementation of Perusahaan Listrik Negara (PLN) Mobile to Improve Customer Service at the Bukittinggi Customer Service Unit Iman Rohmatan; Slamet Widodo
Sinergi International Journal of Economics Vol. 2 No. 4 (2024): November 2024
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/economics.v2i4.200

Abstract

Digital marketing has revolutionised customer service strategies in various industries including in Perusahaan Listrik Negara (PLN), currently PLN is facing a significant transformation towards the digital era, which affects various aspects of operations and services. These changes include the adoption of information and communication technology to improve efficiency in electricity distribution, customer data management, and service delivery. In this digital era, PLN strives to integrate technology solutions to improve the reliability of electricity supply, optimise network management, and provide more responsive services to customers. This can illustrate how PLN's efforts adjust to the challenges and opportunities that exist in the change towards the digital era, in this case PLN has presented a Mobile application in the form of PLN Mobile which aims to personalise interactions with customers, simplify service processes, and increase overall customer satisfaction. This abstract examines the extent to which digital marketing can optimise service and operational efficiency in the context of customer service improvement initiatives at ULP Bukittinggi.
THE EFFECT OF IMPLEMENTING TECHNOLOGY AND INNOVATION MANAGEMENT THROUGH ELECTRICITY LOSS APPLICATION INNOVATION ON CUSTOMER SERVICE AT PLN ULP BUKITTINGGI Iman Rohmatan; Erwansyah
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 5 No. 4 (2025): August
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v5i4.3920

Abstract

Digital transformation is a strategic key for companies in improving the quality of public services, including in the electricity sector. This study aims to analyze the effect of digital technology implementation and innovation management on customer service, with the innovation of the Electricity Loss Application as an intervening variable at PT PLN (Persero) ULP Bukittinggi. The research method used is a quantitative approach with an associative causal design, involving 100 respondents who are active customers of the Electricity Loss Application. Data analysis was conducted using Structural Equation Modeling (SEM) based on Partial Least Squares (SmartPLS 4.0). The results of the study indicate that the application of digital technology does not have a significant direct effect on customer service. However, digital technology has a positive and significant effect on application innovation. Innovation management is proven to have a direct and indirect effect on customer service, through the innovation of the Electricity Loss Application as a mediating variable. This application innovation is proven to significantly mediate the effect between technology implementation and innovation management on improving customer service. These findings confirm that the success of digital transformation in public services is highly dependent on the existence of digital innovation that meets user needs. Therefore, the Electricity Loss Application can be an effective digital technology-based service innovation model in improving the quality of service in the electricity sector.
Co-Authors Erwansyah Slamet Widodo