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
Abstrak
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.Referensi
Adams, DA, Nelson, RR and Todd, PA (1992), “Usability, ease of use, and usage of information technology: a replication”, MIS Adams, D.A., Nelson, R.R. and Todd, P.A. (1992), “Kebermanfaatan, ease of use, and usage of information technology: a replication”, MIS Quarterly, June, pp. 227-47.
Agustin, Aurawati. (2022). Inovasi PT. PLN (Persero) Dalam Meningkatkan Pelayanan Publik (Studi Terhadap Aplikasi PLN Mobile pada PT. PLN (Persero) Distribusi Lampung).
Aini, F., Muttakin, F., Ahsyar, T., & Saputra, E. (2023). Analisis Kepuasan Pengguna Aplikasi DANA Menggunakan Metode TAM dan EUCS. Jurnal Sistem Cerdas, 6(1), 65–76. https://doi.org/10,37396/jsc.v6i1.288
Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123–138. https://doi.org/10.1002/mar.10063
Annio Indah Lestari Nasution , Ayu Lestari Sitio , Cai Siregar , Leni Lastrian Nahulae Efektivitas Penggunaan Aplikasi PLN Mobile Pada Bagian Pelayanan Pelanggan Di PLN UP3 Binjai, Universitas Islam Negeri Sumatera Utara JKA : Jurnal Kendali Akuntansi Vol. 1, No. 4 Oktober 2023 e-ISSN: 2986-3244; p-ISSN: 2986-4399, Hal 388-396 DOI: https://doi.org/10.59581/jka-widyakarya.v1i4.1409
Arteaga, M., & Duarte Hueros, A. (2010). "A Model for the Acceptance of Web 2.0 in University Education." Computers in Human Behavior, 26(6), 1632-1640.
Bailey, J. E. (1983). "Management Information Systems: A Management Perspective." The Journal of Systems and Software, 3(4), 291-299.
Bashir, M., & Madhaviah, S. K. (2014). Measuring the Kebermanfaatan Based on Frequency of Use and Diversity of Application. International Journal of Business and Technology, 4(1), 55-64.
Bhattacherjee, A., & Sanford, C. (2006). Influence Processes for Information Technology Acceptance: An Elaboration Likelihood Model. MIS Quarterly, 30(4), 805–825. https://doi.org/10.2307/25148755
Chin, W. W. (2000). Frequently asked questions – Partial least squares & PLS- Graph. Home page [on-line]. Last update: 21 December 2004. Available at:http://disc-nt.cba.uh. edu/chin/plsfaq/plsfaq.htm.
Chen, L. D., Gillenson, M. L., & Sherrell, D. L. (2008). Enticing Online Consumers: An Extended Technology Acceptance Perspective. Information & Management, 45(8), 477–482. https://doi.org/10.1016/j.im.2008.06.004
Davis, F. D. (1986). A Technology Acceptance Model for Empirically Testing New End-User Information Systems: Theory and Results. Doctoral Dissertation, Sloan School of Management, Massachusetts Institute of Technology (MIT).
Davis, F. D. (1989). Kebermanfaatan, Kemudahan, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319-340. doi: 10.2307/249008.
Davis, F.D. 1993. Kebermanfaatan, kemudahan, and user acceptance of information technology. MIS Quarterly, Vol.13, No.3, pp. 319-340.
Doll, W. J., & Torkzadeh, G. (1988). The measurement of end-user computing satisfaction. MIS Quarterly, 259–274.
Febriansyah, N (2024). Pengaruh Persepsi Kemudahan, Persepsi Manfaat, dan Fitur Produk Terhadap Kepuasan Nasabah Dalam Penggunaan Aplikasi Livin By Mandiri Di Kota Semarang.STIE Bank BPD Jateng. http://jurnal.uinsu.ac.id/index.php/iqra/article/view/66.
Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in Online Shopping: An Integrated Model. MIS Quarterly, 27(1), 51–90. https://doi.org/10.2307/30036519
Gerson, R. F. (2010). Customer service: A practical approach (3rd ed.). Upper Saddle River, NJ: Prentice Hall.
Ghozali, I. (2014). Structural Equation Modeling, Metode Alternatif dengan Partial Least Square (PLS). Edisi 4. Semarang: Badan Penerbit Universitas Dipenegoro
Hardani, dkk. 2020. Metode Penelitian Kualitatif & Kuantitatif. Pustaka Ilmu. Yogyakarta
Handayani, Ririn.2020. Metodologi Penelitian Sosial. Yogyakarta: Trussmedia Grafika
Hidayat, A. & Junianto, E. (2017). Pengaruh Gadget Terhadap Prestasi Siswa SMK Yayasan Islam Tasikmalaya Dengan Metode TAM. JURNAL INFORMATIKA, 4(2), 163–173. https://doi.org/10.31294/ji.v4i2.2096
Unduhan
Diterbitkan
Terbitan
Bagian
Lisensi
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
