Skripsi

INOVASI PELAYANAN PUBLIK MELALUI APLIKASI PLN MOBILE DI PT PLN (PERSERO) UNIT PELAKSANA PELAYANAN PELANGGAN (UP3) PALEMBANG

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The development of digital-based public services has encouraged PT PLN (Persero) to present service innovations through the PLN Mobile application as a means of providing easier and more affordable electricity services for the public. This study aims to examine public service innovations through the PLN Mobile application at PT PLN (Persero) Palembang Customer Service Implementation Unit (UP3). The approach used is qualitative with data collection techniques through interviews, observations, and documentation of informants consisting of PT PLN (Persero) UP3 Palembang customer service employees, users, and non-users of the PLN Mobile application. The analysis is based on the five dimensions of the diffusion of innovation theory according to Rogers (2003) which include five dimensions: Relative advantage, Compatibility, Complexity, Trialability, and Observability. The results of the study indicate that the PLN Mobile innovation has provided convenience in electricity services because various services have been integrated in one digital platform. This application is able to provide real benefits in the form of time efficiency, ease of access, transparency of service processes, and the value of innovation that continues to develop according to community needs. Public service innovation through the PLN Mobile application at PT PLN (Persero) UP3 Palembang has been running well, but still requires improvements in a more targeted outreach strategy and system reliability to ensure more equitable and optimal application adoption. Keywords: Public Service Innovation, PLN Mobile, Innovation Diffusion, Digital Services

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Detail Information

Series Title

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Call Number

T2010412026

Publisher

Indralaya : Prodi Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Politik Universitas Sriwijaya., 2026

Collation

xiv, 140 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

352.307

Content Type

Text

Media Type

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Carrier Type

-

Edition

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Subject(s)

Pelayanan Publik
Prodi Ilmu Administrasi Publik

Specific Detail Info

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Statement of Responsibility

MI

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