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

  • Vivi Varisa Achmad Department of Public Administration, Faculty of Social and Political Sciences, Pattimura University, Ambon, Indonesia
  • Pieter Sammy Soselisa Department of Public Administration, Faculty of Social and Political Sciences, Pattimura University, Ambon, Indonesia
  • Hengky Virgo Richardo Pattimukay Department of Public Administration, Faculty of Social and Political Sciences, Pattimura University, Ambon, Indonesia
DOI: https://doi.org/10.37251/jske.v7i2.2717
Keywords: Ambon City, Customer Satisfaction, Digital Public Services, E-Government, PLN Mobile

Abstract

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.

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Published
2026-03-17
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, Mar. 2026.
Issue
Vol. 7 No. 2 (2026): March
Section
Articles

Copyright (c) 2026 Vivi Varisa Achmad, Pieter Sammy Soselisa, Hengky Virgo Richardo Pattimukay

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