Analisis Penggunaan Aplikasi PLN Mobile dalam Mewujudkan Pelayanan Publik yang Efektif dan Transparan
DOI:
https://doi.org/10.31539/w44s9a25Keywords:
PLN Mobile, efektivitas, transparansi, pelayanan publik, good governance.Abstract
The purpose of this study is to analyze the effectiveness of the PLN Mobile application in realizing effective and transparent public services in Bengkulu City.The research method used is a mixed methods approach with a descriptive-explanatory method; data were collected through observation, interviews, Likert-scale questionnaires, and documentation from application users and PT PLN (Persero) ULP Nusa Indah Bengkulu City. The results show an average effectiveness score of 3.85, a transparency score of 3.90, and a user satisfaction score of 3.78 (effective category). The PLN Mobile application has proven to improve time efficiency, ease of access, and transparency of service information, but is not yet optimal due to technical system constraints, limited response at certain times, and digital literacy gaps. These results are consistent with the TAM (Technology Acceptance Model) theory and e-government studies, which confirm that the success of public service digitalization is determined by technological readiness as well as user and institutional readiness. It can be concluded that the PLN Mobile application plays an effective role in supporting transparent and accountable public services, and therefore needs to be supported by improved system capacity and user digital literacy to optimize its benefits.
Kata Kunci: e-Governance, Effectiveness, PLN Mobile, Public Service, Transparency.
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