USER EXPERIENCE (UX) APLIKASI PLN MOBILE SEBAGAI LAYANAN PENGADUAN (Studi Kasus pada Pengguna Aplikasi PLN Mobile di PT. PLN (Persero) ULP Banjarbaru)

The advancement and sophistication of technology, particularly smartphones, have transformed the way people interact and manage their daily needs, including electricity services. PT. PLN has leveraged this opportunity by launching the PLN Mobile application as an integrated digital service that supports customer complaints and electricity management. This study aims to explore user experiences with the PLN Mobile application as a complaint reporting service at PT. PLN (Persero) ULP Banjarbaru.
This research is based on the theoretical framework proposed by Frank Guo, which includes four key aspects: Value, Adoptability, Desirability, and Usability. Using a qualitative descriptive method with a case study approach and purposive sampling technique, the findings indicate that users have a positive experience in utilizing the PLN Mobile application to meet their electricity service needs. The application offers comprehensive features that facilitate efficient complaint reporting and provide emotional convenience.
Although users find the application's interface and functionality satisfactory, there are some challenges, such as initial login difficulties and a lack of information dissemination regarding promo codes. Users frequently utilize the complaint reporting and power upgrade features, as these are considered relevant and contribute to service efficiency. The quick response to complaints enhances user satisfaction, although the waiting time for technicians remains an issue. This study suggests increasing public awareness and continuously educating customers about the PLN Mobile application to encourage habitual use for managing electricity-related matters.