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All Journal International Journal of Management Science and Information Technology (IJMSIT) E-JRM
Nuriyanto, Agung Rachmad
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Analisis SWOT terhadap Strategi Transformasi Digital Aplikasi PLN Mobile dalam Meningkatkan Kualitas Pelayanan Pelanggan di PLN (Persero) Unit Pelaksana Pelayanan Pelanggan (UP3) Malang, Unit Layanan Pelanggan (ULP) Batu. Nuriyanto, Agung Rachmad; Basalamah, Muhammad Ridwan; Rahmawati, Rahmawati
E-JRM : Elektronik Jurnal Riset Manajemen E-JRM : Elektronik Jurnal Riset Manajemen Vol. 14 No. 01
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract

Abstract This research, titled "SWOT Analysis of Digital Transformation Strategy of PLN Mobile Application in Improving Customer Service Quality at PLN (Persero) UP3 Malang, ULP Batu," evaluates the digital transformation strategy through PLN Mobile in enhancing customer service. Using SWOT analysis, the study identifies the strengths, weaknesses, opportunities, and threats associated with the application’s implementation and its impact on service effectiveness. The findings indicate that PLN Mobile has significant potential to enhance service quality, leveraging internal strengths and opportunities while addressing weaknesses and threats. Recommended strategies include integrating financial services, enhancing data security, fostering innovation to counter competition, increasing user adoption through social campaigns and feedback, and improving digital literacy while diversifying services to mitigate external risks. This research highlights the critical role of digital transformation in PLN's customer service improvements, as PLN Mobile has received positive public feedback for its ease of use and quick response to complaints. The study’s insights serve as a valuable reference for PLN in further developing a more efficient and responsive customer service system to meet future demands. Keywords: SWOT Analysis, Digital Transformation Strategy, PLN Mobile Application, Improving Customer Service Quality
The Impact of Work-Life Balance and Hybrid Work on Job Satisfaction: The Mediating Role of Music in the Workplace Nuriyanto, Agung Rachmad; Mardani, Ronny Malavia; Nurhidayah, Nurhidayah
International Journal of Management Science and Information Technology Vol. 6 No. 1 (2026): January - June 2026
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET) - Lembaga KITA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/ijmsit.v6i1.6954

Abstract

The modern workplace is currently undergoing a significant transformation driven by digitalization, where work is no longer confined to a fixed location or rigid schedule. The emergence of hybrid work systems has become an adaptive response by organizations, providing employees with greater opportunities to balance professional responsibilities and personal life (work-life balance). However, this flexibility also presents challenges, as the boundaries between professional and personal roles often become blurred, which may ultimately affect job satisfaction. In this context, music in the workplace emerges as a relevant supporting element, not only as background sound but also as a means to create a comfortable work atmosphere, enhance concentration, and maintain a positive mood. This study aims to examine the impact of work-life balance and hybrid work on job satisfaction, with music in the workplace positioned as a mediating variable. A quantitative approach was employed using survey data collected from hybrid workers, which were then analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) to explore the relationships among variables. The findings indicate that well-maintained work-life balance and the effective implementation of hybrid work significantly improve job satisfaction. Furthermore, music in the workplace plays a mediating role that strengthens these relationships. Theoretically, this study contributes to the human resource management literature by highlighting the importance of psychological aspects in flexible work environments, while practically, it suggests that organizations should not only focus on flexibility but also consider employees’ emotional well-being to sustain job satisfaction.
Co-Authors Basalamah, Muhammad Ridwan Nurhidayah Nurhidayah Rahmawati, Rahmawati Ronny Malavia Mardani