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All Journal Journal Research of Social Science, Economics, and Management
Sutjipto , Mohammad Riza
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Environmental Science

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Analysis of Digital Service Business Development at Pln Using Swot Analysis and Business Model Canvas (BMC) (Case Study of PT PLN (Persero) UIW Nusa Tenggara Timur) Vitaloka, Ni Wayan Asri; Sutjipto , Mohammad Riza
Journal Research of Social Science, Economics, and Management Vol. 5 No. 4 (2025): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i4.1183

Abstract

PLN’s digital transformation has advanced significantly through the implementation of digital services as a one-stop platform aimed at improving customer satisfaction and increasing company revenue. These services offer various conveniences, including bill payments, electricity token purchases, product requests, and access to a marketplace. Understanding PLN’s digital service business model is essential to support business development and service enhancement. This study analyzes PLN Mobile’s business model across customer segments based on tariff classifications using SWOT analysis and the Business Model Canvas (BMC). Additionally, external business factors are examined through PESTEL and Porter’s Five Forces frameworks to identify opportunities and threats. The research adopts a qualitative and descriptive approach, utilizing both primary and secondary data. Primary data are collected through in-depth interviews with internal and external PLN sources, while secondary data include the number of users, token purchases, complaint transactions, and PLN product requests obtained from PLN UIW NTT’s internal reports. The findings reveal that PLN’s digital services strengthen customer engagement and operational efficiency but also face challenges from technological, regulatory, and competitive dynamics. The analysis identifies 18 new strategic recommendations within a revised BMC framework, focusing on expanding customer segments, diversifying revenue streams, supporting green energy initiatives, and optimizing digital infrastructure and resources. These strategies are expected to enhance PLN’s digital service performance, improve customer experience, and contribute to sustainable growth in the national electricity sector.
Development of Business Model Canvas Based on SWOT Analysis for the Family Segment to Increase Xl's Revenue Muhammad, Haaris Millah; Sutjipto , Mohammad Riza
Journal Research of Social Science, Economics, and Management Vol. 5 No. 5 (2025): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i5.1242

Abstract

The Indonesian telecommunications industry is experiencing rapid transformation, with growing demands for efficient digital connectivity—particularly in the family segment. myXL, a prepaid application by XLSMART, offers significant potential to enhance family digital engagement but faces challenges in customer retention and feature optimization. Specifically, family-oriented packages such as AKRAB and XL Circle have not performed optimally as primary revenue drivers. This study adopts a qualitative approach using in-depth interviews with six key informants and analysis of internal company documents. Its objective is to evaluate the myXL prepaid business model and formulate strategies to increase revenue and customer engagement in the family segment. The study employs Business Model Canvas (BMC) analysis to map the current business structure, SWOT analysis to identify internal and external factors, and the TOWS Matrix to design strategic improvement scenarios. Findings reveal that the myXL application has strengths in digital infrastructure and active user loyalty but exhibits weaknesses in the adoption and popularity of family-specific features. Significant opportunities arise from increasing demand for family connectivity and digital parenting awareness, while threats include intense competition and regulatory changes. The study provides practical contributions for XLSMART in designing data-driven policies and digital product strategies. This research is limited to prepaid users of the myXL application in Indonesia
Co-Authors Muhammad, Haaris Millah Vitaloka, Ni Wayan Asri