Influence Perceived Usefulness, Perceived Ease of Use, Attitude dan Behavioral Intention Terhadap Customer Satisfaction: Study on Application Users PLN Mobile in PT PLN (Persero) UP3 Rantauprapat
DOI:
https://doi.org/10.51601/ijse.v6i2.624Abstract
This study aims to analyze the influenceperceived usefulness,perceived ease of use,attitude, Andbehavioral intentiontocustomer satisfactionon PLN Mobile application users at PT PLN (Persero) UP3 Rantauprapat. The study used a quantitative approach with a causal associative design. The research sample consisted of 390 respondents selected through a purposive sampling technique. Data collection was conducted using a questionnaire with a Likert scale, while data analysis used multiple linear regression with the help of SPSS version 24. The results showed that the four independent variables, namelyperceived usefulness,perceived ease of use,attitude, Andbehavioral intention, has a positive and significant effect oncustomer satisfaction, both partially and simultaneously. These findings indicate that perceived usefulness, ease of use, positive attitudes, and users' continued intention to utilize the PLN Mobile application can increase customer satisfaction levels. The implications of this study emphasize the importance of PT PLN (Persero) continuing to strengthen the application's quality by improving features, ease of navigation, and user experience to maintain customer satisfaction and loyalty in the era of digitalized public services.
Downloads
References
[1] S. Mitra and R. Sikdar, “A Fuzzy Based Analysis Of Consumer Satisfaction Among The Electricity Consumers For Improving Consumer Relationship,” no. October, 2021.
[2] IEA, “Electricity 2024,”International Energy Agency, 2024.
[3] “DJK. ESDM, 2025.”
[4] 2023 A Sapthu, “Electricity and Its Impact on Economic Growth in Maluku Province,”ojs3.unpatti.ac.idA SapthuJurnal Cita Ekon. 2023•ojs3.unpatti.ac.id, vol. 17, no. 2, pp. 199–207, Nov. 2023, doi: 10.51125/cita Ekonomika.v17i2.11315.
[5] J. Luusa, "Assessing the relationship between service quality and satisfaction of customers: a case study of Kenya Power Limited," 2020.
[6] Kotler & Keller, “A framework for marketing management,” 2016.
[7] F. Buttle, SM-S. a B.-H. Title, and undefined 2009, “Customer relationship management: Concepts and technology,”library.perbanas.ac.id.
[8] “web.pln.co.id, 2024.”
[9] D. Ratan, “Digital Customer Acquisition,” 2024.
[10] JD Smith, “The Impact of Technology on Sales Performance in B2B Companies,”J. Artif. Intel. Gen. Sci. ISSN3006-4023, vol. 3, no. 1, pp. 86–102, 2024, doi: 10.60087/jaigs.vol03.issue01.p102.
[11] S. Tirtayasa, J. Jufrizen, WS Pirari, and M. Sari, "E-Satisfaction And E-Loyalty: The Role Of Brand Image And E-Service Quality,"Equity (Journal of Economics and Finance), vol. 8, no. 1, pp. 1–26, Feb. 2024, doi: 10.24034/j25485024.y2024.v8.i1.5677.
[12] FD Davis, RP Bagozzi, and PR Warshaw, “User Acceptance of Computer Technology: A Comparison of Two Theoretical Models,”Management Science, vol. 35, no. 8, pp. 982–1003, 1989, doi: 10.1287/mnsc.35.8.982.
[13] V. Venkatesh, M. Morris, G. Davis, FD-M. quarterly, and undefined 2003, “User acceptance of information technology: Toward a unified view,”JSTORV Venkatesh, MG Morris, GB Davis, FD DavisMIS quarterly, 2003•JSTOR.
[14] H. Taherdoost, "A review of technology acceptance and adoption models and theories Hamed Taherdoost. A review of technology acceptance and adoption models and theories ScienceDirect Costing models for capacity optimization in Industry 4.0: Trade-off between used capacity,"11th Int. Conf. Interdiscip. Eng., vol. 22, pp. 960–967, 2018.
[15] H. Yoon, "User Acceptance of Mobile Library Applications in Academic Libraries : An Application of the Technology Acceptance Model," vol. 42, no. 6, pp. 687–693, 2016.
[16] WV Siregar and SM Putri, "Conceptual Study of the Influence of Service Quality on Customer Satisfaction at PT. PLN (Persero) as a Monopoly Electricity Supply Company,"RELE (Electrical and Energy Engineering) J. Tech. Electro, vol. 3, no. 1, pp. 33–36, 2020, doi: 10.30596/rele.v3i1.5235.
[17] S. Pokhrel, “No TitleΕΛΕΝΗ,”Aγαη, vol. 15, no. 1, pp. 37–48, 2024.
[18] D. Yunianto, “Analysis of population growth and density on economic growth,”Econ Forum., vol. 23, no. 4, pp. 688–699, 2021, doi: 10.30872/jfor.v23i4.10233.
[19] S. Minta, Suriani, and R. Meutia, “The Effect of Income and Population on Public Consumption in Aceh Province with Panel Data Regression,”J. Science. Basis of Econ. and Business, vol. 1, no. 1, pp. 1–17, 2022, doi: 10.22373/jibes.v1i1.1577.
[20] S. Tirtayasa, M. Yusri, and M. Rinaldi, “Business Strategies of MSMEs During COVID-19, Deli Serdang, Indonesia,”KnE Soc. Sci., vol. 2022, no. 2009, pp. 434–441, 2022, doi: 10.18502/kss.v7i10.11246.
[21] I. Ait Lhassan, O. Bedraoui, and O. Akhannich, “The Impact of Digital Transformation on the Satisfaction of Tax Administration Users in Morocco during the Covid-19 Pandemic: An Empirical Study,”Eur. J. Manag. Issues, vol. 30, no. 1, pp. 48–57, 2022, doi: 10.15421/192205.
[22] Santoso,Multivariate Statistics with SPSS. Jakarta: Elex Media Komputindo., 2017.
[23] I. Ajzen and M. Fishbein, “Attitudes and the Attitude-Behavior Relation : Reasoned and Automatic Processes,” vol. 1, pp. 1–33.
[24] Oliver, “Customer delight: Foundations, findings, and managerial insight,”J. Retail., vol. 73, no. 3, pp. 311–336, 1997, doi: doi.org/10.1016/S0022-4359(97)90021-X.
[25] Alalwan, "Mobile food ordering apps: An empirical study of the factors influencing customer e-satisfaction and continued intention to reuse,"Int. J. Inf. Manage., vol. 50, pp. 28–44., 2020.
[26] Verma, “Artificial intelligence in service delivery: The mediating role of customer experience and satisfaction,”J. Retail. Consum. Serv., vol. 64, 2022, doi: doi.org/10.1016/j.jretconser.2021.102745.
[27] S. Hair, JF, Hult, GTM, Ringle, CM, Sarstedt, M., Danks, NP, & Ray, “Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R: A Workbook,”Springer Nat. Switz., doi: https://doi.org/10.1007/978-3-030-80519-7.
[28] Seville,Research methods. Quezon City: Rex Printing Company, 2007.
[29] Sugiyono,Quantitative, Qualitative, and R&D Research Methods. Bandung: Alfabeta, 2020.
[30] A. Bhattacherjee, “Qarterjy Continuance:,”MIS Quarterly,vol. 25, no. 3, pp. 351–370, 2011.
[31] “Zeithaml, VA, Bitner, MJ, & Gremler, DD _2006_Service Marketing.pdf.”
[32] Ghozali,Multivariate analysis application with IBM SPSS 25 program, 9th ed. Multivariate analysis application with IBM SPSS 25 program: Diponegoro University Publishing Agency., 2018.
[33] B. & Prawoto,Regression analysis in economic and business research: Equipped with SPSS and Eviews applications. Jakarta: PT RajaGrafindo Persada, 2016.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Windy Novalina Marpaung
This work is licensed under a Creative Commons Attribution 4.0 International License.
