Skripsi

PENANGANAN KELUHAN PELANGGAN (COMPLAINT MANAGEMENT) MELALUI APLIKASI PLN MOBILE DI PT PLN (PERSERO) UNIT PELAKSANA PELAYANAN PELANGGAN (UP3) PALEMBANG

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The transformation of digital-based public services has encouraged PT PLN (Persero) to improve service quality through the PLN Mobile application as a medium for online customer services and complaints. This application is expected to facilitate customers in submitting complaints and obtaining service information quickly and efficiently. This study aims to analyze customer complaint management through the PLN Mobile application at PT PLN (Persero) Unit Pelaksana Pelayanan Pelanggan (UP3) Palembang. This research employed a qualitative method with a descriptive approach. Data collection techniques were carried out through interviews, observations, and documentation involving customer service employees and customers using the PLN Mobile application. The analysis used the complaint management theory proposed by Davidow (2003), which includes the dimensions of timeliness, facilitation, redress, apology, credibility, and attentiveness. The results showed that customer complaint management through the PLN Mobile application at PT PLN (Persero) UP3 Palembang has generally been implemented quite well and has provided convenience for customers in accessing digital electricity services. However, the implementation of these services still requires improvement, particularly in terms of the speed of complaint handling, information transparency, effectiveness of complaint resolution, service consistency, and optimization of communication between officers and customers so that the services provided can operate more effectively and meet public expectations. Keywords : Customer Complaint Handling, Complaint Management, PLN Mobile, Digital Service, Public Service.

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Detail Information

Series Title

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Call Number

T2007962026

Publisher

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

Collation

xv, 240 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

658.812 07

Content Type

Text

Media Type

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Carrier Type

-

Edition

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Subject(s)

Prodi Ilmu Administrasi Publik
Manajemen Layanan Pelanggan

Specific Detail Info

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Statement of Responsibility

MI

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