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Ruslan, Muhlis
Universitas Bosowa
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ANALISIS PELAYANAN PRIMA DAN EFEKTIVITAS PLN MOBILE TERHADAP KINERJA PERUSAHAAN MELALUI TINGKAT KEPUASAN PELANGGAN PADA KANTOR PT PLN (PERSERO) UP3 PARE-PARE ULP TANRU TEDONG Ardiansyah Amin; Miah Said; Muhlis Ruslan
Indonesian Journal of Business and Management Vol. 8 No. 1 (2025): Indonesian Journal of Business and Management, Desember 2025
Publisher : Postgraduate Bosowa University Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35965/jbm.v8i1.5154

Abstract

Penelitian bertujuan untuk menganalisis pengaruh pelayanan prima, efektivitas penerapan PLN mobile, tingkat kepuasan pelanggan terhadap kinerja perusahaan dan menguji serta menganalisis pengaruh pelayayanan prima dan efektivitas penerapan PLN mobile terhadap kinerja perusahaan melalui tingkat kepuasan pelanggan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data diperoleh melalui observasi, dokumentasi dan kuesioner yang disebar kepada 85 responden. Hasil penelitian menunjukkan bahwa pelayanan prima memiliki pengaruh signifikan terhadap kepuasan pelanggan dengan nilai koefisien path sebesar 0.311, dan p-value sebesar 0.001. Sedangkan kepuasan pelanggan memiliki pengaruh signifikan terhadap kinerja perusahaan dengan nilai koefisien path sebesar 0.406, dan p-value sebesar 0.001.Adapun efektivitas aplikasi PLN mobile memiliki pengaruh langsung yang signifikan terhadap kepuasan pelanggan dengan nilai koefisien path sebesar 0.351, dan p-value sebesar 0.001. Adapun pelayanan prima juga terbukti memiliki pengaruh signifikan terhadap kinerja perusahaan dengan nilai koefisien path sebesar 0.384, dan p-value sebesar 0.050. Sedangkan efektivitas aplikasi PLN mobile memiliki pengaruh langsung yang signifikan terhadap kepuasan pelanggan dengan nilai koefisien path sebesar 0.505, dan p-value sebesar 0.001. Untuk pengaruh tidak langsung antara pelayanan prima terhadap kinerja perusahaan melalui kepuasan pelanggan memiliki pengaruh yang signifikan dengan nilai koefisien path sebesar 0.384, dan p-value sebesar 0.001. Sedangkan pengaruh tidak langsung antara efektivitas PLN mobile terhadap kinerja perusahaan melalui kepuasan pelanggan memiliki pengaruh yang signifikan dengan nilai koefisien path sebesar 0.513, dan p-value sebesar 0.001. Hal ini menunjukkan bahwa pelayanan prima dan efektivitas PLN mobile dapat meningkatkan kepuasan pelanggan dan juga meningkatkan kinerja perusahaan. The study aims to analyze the impact of excellent service, the effectiveness of PLN mobile implementation, and customer satisfaction levels on company performance, as well as to test and analyze the effect of excellent service and the effectiveness of PLN mobile implementation on company performance through customer satisfaction levels. This research uses a quantitative approach with a survey method. Data were obtained through observation, documentation, and questionnaires distributed to 85 respondents. The research results show that excellent service has a significant influence on customer satisfaction with a path coefficient value of 0.311 and a p-value of 0.001. Meanwhile, customer satisfaction has a significant impact on company performance with a path coefficient value of 0.406 and a p-value of 0.001. Furthermore, the effectiveness of the PLN mobile application has a significant direct effect on customer satisfaction with a path coefficient value of 0.351 and a p-value of 0.001. Excellent service is also proven to have a significant effect on company performance with a path coefficient value of 0.384 and a p-value of 0.050. Meanwhile, the effectiveness of the PLN mobile application has a significant direct effect on customer satisfaction with a path coefficient value of 0.505 and a p-value of 0.001. The indirect effect of excellent service on company performance through customer satisfaction is significant, with a path coefficient value of 0.384 and a p-value of 0.001. Similarly, the indirect effect of PLN mobile effectiveness on company performance through customer satisfaction is significant, with a path coefficient value of 0.513 and a p-value of 0.001. This indicates that excellent service and the effectiveness of PLN mobile can enhance customer satisfaction and also improve company performance.
FAKTOR-FAKTOR YANG MEMPENGARUHI MINAT JABATAN FUNGSIONAL PENGADAAN BARANG DAN JASA TERHADAP KEPUASAN KERJA APARATUR SIPIL NEGARA (ASN) DI KOTA BONTANG Asfiah Asfiah; Hasanuddin Remmang; Muhlis Ruslan
Indonesian Journal of Business and Management Vol. 8 No. 1 (2025): Indonesian Journal of Business and Management, Desember 2025
Publisher : Postgraduate Bosowa University Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35965/jbm.v8i1.7766

Abstract

Penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi minat terhadap Jabatan Fungsional Pengadaan Barang dan Jasa (JF PBJ) serta dampaknya terhadap kepuasan kerja Aparatur Sipil Negara (ASN) di Kota Bontang. Variabel independen dalam penelitian ini mencakup motivasi, kemampuan dan keterampilan, serta pengalaman kerja; dengan minat terhadap JF PBJ sebagai variabel mediasi, dan kepuasan kerja sebagai variabel dependen. Pendekatan yang digunakan adalah kuantitatif melalui metode survei, dengan teknik pengumpulan data berupa observasi, dokumentasi, dan kuesioner yang disebarkan kepada 102 responden ASN di lingkungan Pemerintah Kota Bontang. Hasil penelitian menunjukkan bahwa motivasi dan pengalaman kerja berpengaruh positif dan signifikan terhadap minat ASN untuk menempati JF PBJ, sedangkan kemampuan dan keterampilan tidak memberikan pengaruh langsung. Selain itu, motivasi juga memiliki pengaruh positif terhadap kepuasan kerja, sementara kemampuan dan keterampilan serta pengalaman kerja tidak menunjukkan pengaruh langsung. Minat terhadap JF PBJ terbukti memiliki pengaruh signifikan terhadap kepuasan kerja ASN dan berperan sebagai variabel mediasi yang kuat antara motivasi, kemampuan, serta pengalaman kerja terhadap kepuasan kerja. Berdasarkan nilai R-Square diketahui bahwa variabel minat terhadap JF PBJ memiliki nilai R-Square sebesar 0,748, yang berarti bahwa 74,8% perubahan minat ASN dapat dijelaskan oleh model penelitian ini,. Sementara itu, variabel kepuasan kerja memperoleh nilai R-Square sebesar 0,791, yang menunjukkan bahwa 79,1% variasi kepuasan kerja ASN dijelaskan oleh model. Temuan ini memberikan implikasi penting dalam pengembangan strategi manajemen sumber daya manusia di sektor pemerintahan, khususnya dalam upaya mendorong ASN untuk berkarier di jabatan fungsional pengadaan barang dan jasa. This study aims to analyze the factors influencing interest in the Functional Position of Procurement of Goods and Services (JF PBJ) and its impact on job satisfaction among State Civil Apparatus (ASN) in Bontang City. The independent variables examined include motivation, ability and skills, and work experience; with interest in JF PBJ as the mediating variable and job satisfaction as the dependent variable. A quantitative approach was employed using a survey method, with data collected through observation, documentation, and questionnaires distributed to 102 ASN respondents within the Bontang City Government. The results indicate that motivation and work experience have a positive and significant influence on interest in the JF PBJ, while ability and skills show no direct effect. Additionally, motivation has a positive effect on job satisfaction, whereas ability and skills, as well as work experience, do not have a direct influence. Interest in the JF PBJ significantly affects job satisfaction and serves as a strong mediating variable between motivation, ability, and work experience on job satisfaction. Based on the R-Square, the variable of interest in JF PBJ has an R-Square value of 0.748, indicating that 74.8% of the variance in interest can be explained by the model. Meanwhile, the job satisfaction variable has an R-Square value of 0.791, meaning that 79.1% of the variation in job satisfaction is explained by the model, with the by other external factors. These findings provide important implications for the development of human resource management strategies in the public sector, particularly in encouraging civil servants to pursue careers in the functional position of procurement of goods and services.
Co-Authors Abd. Haris Abduh, Thamrin Abdul Karim Abubakar, Herminawaty Adelia, Syarah Difa Ahmad, Amrullah Alfreth, Jerry F. Andriawan, Ahmad Rafli Anwar Sada Ardiansyah Amin Arfiani, Arfiani Asfiah Asfiah Asfiah, Fifi Asmal, Arwinda Andiani Asrianto, Asrianto Baharuddin Baharuddin Banneringgi, Darman Burhanuddin, Andi Cahyono Cahyono Chahyono, Chahyono Damayanty, Devy Firman Manne Firman Menne Fitri, Sunarya Hadi, Puguh Asmoro Haeruddin Haeruddin Haeruddin Hasanuddin Remmang, Hasanuddin Hasanuddin, Arnas Hasnawati Hasnawati Hema Herman Herminawati Abubakar, Herminawati Herminawati, Herminawati Himawan, Fabian Shafiq Hutubessy, Pretty Brenda I Made Bayu Dirgantara Ihsan, M. Ihsan FM Indrayani Nur Jaspin, Sri Wahyuni Jaya, Fahril Jumardin, Ahmad Jumarding, Ahmad Kafrawi Yunus Laming, Ripa Fajarina Lewangka, Usman Mane, Arifuddin Mane, Arifudin Manne, Firman Mariana, Putri Miah Said Miah Said Muflih Mubarak Musfirah, A. Nensi, Nensi Nur Fadhila Amri Nurfadilah Nurfadilah Nurhidayanti S. Palipada Palisuri, Palipada Patmawati Baso Patonangi, Arnas A.M Paulus Lebang Pauranan, Ennike Verawati Pitti, Serliana Prabowo, Guritno Adhi Putri, Aprila Saptaningrum Nurita Putri, Rezky Amalia Rafiuddin, Rafiuddin Ramli Ramli Ramli, Nurhikma Amalia Randa, Esra Rusman, Nurwahyudi Pratama Said, Miah Saleh, Muh. Yusuf Sapiri, Muchtar Sapiri, Muhtar Saputra, Resya Setiawan, Alfian Setiawan, Lukman Sobirin Sobirin Sri Mulyani Sukmawati Mardjuni Suriani, Seri Syamsuddin, Indah Tahir, Tahir Taibe, Patmawaty Thamrin Abduh Thanwain, Thanwain Uchi, Handayani Ulang, Tenri Wahyudi, Kemal Wally, Afyar Ady Wulandari Wulandari Yacob, Maya Indriani Yogi, Nurul Azizah A Yunus, Muh. Kafrawi Yustika, Ade Ira Zulfahmi Zulfahmi Zulkifli Makkawaru