Pengaruh Penggunaan Aplikasi PLN Mobile sebagai Implementasi E-Service Quality dalam Transformasi Digitalisasi Pelayanan PT. PLN (Persero) terhadap Kepuasan Pelanggan (Studi Kasus di PT.PLN (Persero) Unit Induk Wilayah Sulawesi Selatan Tenggara Barat

The purpose of this study was to determine the effect of service quality on the PLN Mobile application on PLN customer satisfaction in South Sulawesi province in terms of ease of use, application design, system availability, personal data security, responsiveness, customer trust and user experience.
The method used is multiple linear regression analysis to determine the effect of each service quality variable on the PLN Mobile application on customer satisfaction. This research was conducted on 400 PLN customers in South Sulawesi province and was carried out for 4 months from September 2021 to December 2021.
The results showed that the variables of use, personal data security, trust and experience using the PLN Mobile application partially affected PLN customer satisfaction. in the province of South Sulawesi. And the variables of application design, system availability, responsiveness and empathy partially have no effect on PLN customer satisfaction in South Sulawesi province.