The effect of service transformation on customer satisfaction at PT PLN (Persero) distribution master unit of South Sumatra, Jambi, and Bengkulu
Keywords:
Digital Service, Customer Satisfaction, TransformationAbstract
This study aims to analyse the effect of digital service transformation on customer satisfaction at PT PLN (Persero) South Sumatra, Jambi and Bengkulu Distribution Unit (UID S2JB). This transformation is realised through technology-based service innovations, such as the PLN Mobile application, which is designed to provide easy access, transparency, and responsiveness in services. This study uses a quantitative approach with a survey method through a questionnaire to 100 respondents who use the PLN Mobile application. The results of multiple linear regression analysis show that digital service transformation has a positive and significant effect on customer satisfaction. The coefficient of determination (R²) of 0.588 indicates that 58.8% of the variation in customer satisfaction can be explained by the digital service transformation variable. These findings reinforce the importance of digitalisation as a key strategy in improving service quality and customer satisfaction in the electricity sector.
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