Pengaruh E-Service Quality Dan Kemudahan Aplikasi PLN Mobile Terhadap Kepuasan Pelanggan (Pada Unit Layanan Pelanggan PLN Metro)
NURDIN WAHID. A, 2021, "The Effect of E-Service and the Ease of the PLN Mobile
Application on Customer Satisfaction". Faculty of Economics and Business,
UniversitasMuhammadiyah Metro. Advisors: (1) Ratmono, S.E., M.M and Advisors: (2)
Nani Septiana, S.E., M.M.
This study aims to determine the effect of e-service quality and convenience as a
user of the PLN Mobile ULP Metro application. With the technique of data collecting
namely accidental sampling with a sampling time of 30 days obtained as many as 97
In this study, the method used is explanatory researchwith a quantitative
approach, namely interviews, correspondences, and questionnaires. In this study, the
analytical tool used is multiple linear regression analysis.The determination of the
dependent and independent variables were processed with the computer program SPSS
Version 16 For Windows.
The results of research that have been conducted by researchers show an
influence of E-Service Quality and the ease of the PLN Mobile application on customer
satisfaction of ULP Metro. Based on the results of the analysis, the data obtained is Fcount
46,857> 3.09, which is shown by linear regression with a coefficient of
determination (R2) 0.499. The effect of e-service quality and convenience is 49.9% can
be explained by customer satisfaction variables and the other 50.1% is influenced or
explained by other variables not discussed in this study.
Keywords: E-Service Quality, Ease, customer satisfaction, PLN MOBILE