The Role of Usefulness and Ease of Use in Increasing Customer Satisfaction Through User Attitudes towards the PLN Mobile Application at PT PLN (Persero) ULP North Balikpapan

Tri Sumardi Rantau, Asyhari Asyhari

Abstract


The results of this study indicate: (1) Perceived usefulness has been positive and significant effect on attitude toward use, where the more users feel the PLN Mobile application is useful, the more positive their attitude toward the application is; (2) Perceived ease of use has a positive and significant effect on attitude toward use, where the more users feel the PLN Mobile application is easy to use, the more positive their attitude toward the application is; (3) Perceived usefulness has a positive and significant effect on user satisfaction, where the more users feel the PLN Mobile application is useful, the higher their level of satisfaction with the application is; (4) Perceived ease of use has a positive and significant effect on user satisfaction, meaning the easier it is for users to use the PLN Mobile application, the greater their level of satisfaction with the application. (5) Attitude toward use has a positive and significant effect on user satisfaction. Then, Attitude toward use is able to mediate the influence of perceived usefulness on user satisfaction, and can also mediate the influence of perceived ease of use on user satisfaction.

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References


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