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Journal of Social Knowledge Education (JSKE)

an Open Access Journal

The Influence of the Utilization of the PLN Mobile Application on Customer Satisfaction in Ambon City

Vivi Varisa Achmad
Pattimura University
Indonesia
varisaachmad@gmail.com
Pieter Sammy Soselisa
Pattimura University
Indonesia
Hengky Virgo Richardo Pattimukay
Pattimura University
Indonesia
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  • Purpose of the study: This study aims to examine the effect of PLN Mobile application utilization on customer satisfaction in Ambon City, with a specific focus on user experiences in Poka Village as part of evaluating local-level e-Government implementation.

    Methodology: This study employed a quantitative associative approach using a structured questionnaire with a five-point Likert scale. Data were collected from 96 PLN Mobile users through purposive sampling. Statistical analysis was conducted using SPSS, including descriptive statistics, classical assumption tests, simple linear regression, t-test, and coefficient of determination analysis.

    Main Findings: The results indicate that PLN Mobile utilization has a significant and positive effect on customer satisfaction. Regression analysis shows a strong positive relationship between variables, with PLN Mobile utilization explaining 52% of the variance in customer satisfaction, confirming the effectiveness of digital public services.

    Novelty/Originality of this study: This study provides localized empirical evidence from eastern Indonesia, a region underrepresented in prior research. By focusing on community-level experiences in Ambon City, it enriches e-Government literature and offers practical insights for improving digital public service delivery in regional and developing contexts.

  • How to cite

    [1]
    V. V. Achmad, P. S. Soselisa, and H. V. R. Pattimukay, “The Influence of the Utilization of the PLN Mobile Application on Customer Satisfaction in Ambon City”, Jo. Soc. Know. Ed, vol. 7, no. 2, pp. 150–158, Mar. 2026, doi: 10.37251/jske.v7i2.2717.

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