PENGARUH KUALITAS PENGADUAN, KECEPATAN PENANGANAN DAN KEPUASAN PENGGUNA TERHADAP EFEKTIVITAS FITUR PENGADUAN PLN MOBILE UP3 CIKOKOL

Jean Christover; Sunding Pantja  Djati; Siti  Mariam; Erlina Puspitaloka  Mahadewi

doi:10.34127/jrlab.v15i1.2103

Authors

Jean Christover Universitas Esa Unggul
Sunding Pantja Djati Universitas Esa Unggul
Siti Mariam Universitas Esa Unggul
Erlina Puspitaloka Mahadewi Universitas Esa Unggul

DOI:

https://doi.org/10.34127/jrlab.v15i1.2103

Keywords:

Complaint Quality, Handling Speed, User Satisfaction, Feature Effectiveness, Digital Literacy, PLN Mobile

Abstract

In the digital era, public services have transformed through applications such as PLN Mobile. The effectiveness of its complaint feature is influenced by complaint quality, handling speed, and user satisfaction, with digital literacy serving as a moderator. This study aims to analyze the factors affecting the effectiveness of the complaint feature on the PLN Mobile application within the PLN UP3 Cikokol working area.Using purposive sampling, the study involved 120 respondents who are customers of PLN UP3 Cikokol. Data analysis was performed using PLS-SEM with smartpls 4 software. The results indicate that complaint quality, handling speed, and user satisfaction significantly influence complaint feature effectiveness. Notably, complaint quality has the strongest impact on user satisfaction compared to other relationships in the model. Furthermore, digital literacy does not significantly moderate the influence of complaint quality, handling speed, or user satisfaction on feature effectiveness. This suggests that the PLN Mobile complaint feature is sufficiently inclusive, ensuring its effectiveness is accessible to all users regardless of their digital proficiency levels.

References

Adzhigalieva, Z., Hurriyati, R., & Hendrayati, H. (2022). The Influence of Complaint Handling and Service Recovery on Customer Satisfaction, Customer Loyalty and Customer Retention.

Ang, L., & Buttle, F. (2012). Complaints-handling processes and organisational benefits: An ISO 10002-based investigation. Journal of Marketing Management, 28(9-10), 1021-1042. https://doi.org/10.1080/0267257X.2011.615335

Badawi, B., Hartati, W., & Muslichah, I. (2021). Service Recovery Process: The Effects of Distributive and Informational Justice on Satisfaction over Complaint Handling. Journal of Asian Finance, Economics and Business, 8(1), 375–383. https://doi.org/10.13106/jafeb.2021.vol8.no1.375

Basmalasari, R. M., & Nugroho, D. A. (2022). Pengaruh Reliability, Tangibility, Assurance, Empathy, Dan Responsiveness Terhadap Consumer Satisfaction Pada Jasa Per-bandaraan Selama Pandemi Covid-19. 01(1), 19–28. https://doi.org/10.21776/jmppk.2022.01.1.03

Bengül, S. S., & Yilmaz, C. (2018). Effects of customer complaint management quality on business performance in service businesses: An application in Turkish banking sector. Bogazici Journal, 32(2). https://doi.org/10.21773/boun.32.2.4

Cui, E., Weng, E., Yan, E., & Xia, J. (2020). Robust leaf trait relationships across species under global environmental changes. Nature Communications, 11(1). https://doi.org/10.1038/s41467-020-16839-9

Davis, F. D. (1989). Perceived Usefulness, Perceived Ease Of Use, And User Accep Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology IT Usefulness and Ease of Use IT Usefulness and Ease of Use IT Usefulness and Ease of Use IT Usefulness and Ease of Use IT Usefulness and Ease of Use IT Usefulness and Ease of Use IT Usefulness and Ease of Use IT Usefulness and Ease of Use. In Source: MIS Quarterly (Vol. 13, Number 3).

Delone, W. H., & Mclean, E. R. (2003). The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. In Information Systems Research, Journal of Management Information Systems (Vol. 19, Number 4).

DeLone, W. H., & McLean, E. R. (2016). Information Systems Success Measurement. Foundations and Trends® in Information Systems, 2(1), 1–116. https://doi.org/10.1561/2900000005

Einfeldt, L., & Degbelo, A. (2021). User Interface Factors of Mobile UX: A Study with an Incident Reporting Application. http://arxiv.org/abs/2102.02510

Eshet-Alkalai, Y. (2012). Thinking in the Digital Era: A Revised Model for Digital Literacy. Issues in Informing Science and Information Technology, 9, 267–276. https://doi.org/10.28945/1621

Fadel, M. (2024). Aplikasi Pengaduan Masyarakat Berbasis Android dengan Integrasi Chatbot AI untuk Kualitas Pelayanan Publik. Journal Homepage: Journal of Electrical Engineering and Computer (JEECOM), 6(2). https://doi.org/10.33650/jeecom.v4i2

Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model Trust And Tam In Online Shopping: An Integrated Model 1 Reproduced with permission of the copyright owner. Further reproduction prohibited without permission (Vol. 27, Number 1).

Goodhue, D. L., & Thompson, R. L. (1995). Task-Technology Fit and Individual Performance. In Source: MIS Quarterly (Vol. 19, Number 2).

Hair, J. F., Tomas, G., Hult, M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). https://www.researchgate.net/publication/354331182

Hakim, H., Kamil, D., & Alatas, B. (2025). Pendekatan Machine Learning untuk Estimasi Harga Rumah dengan Regresi Linier. ALPHA: Journal of Science and Technology, 1(1), 18–22. https://doi.org/10.70716/alpha.v1i1.99

Haloho, E., Syaf, H., Harefa, aini, Studi Manajemen, P., & Studi Perpustkaan dan Sains Informasi, P. (2021). Pengaruh Faktor Responsiveness Dan Tangibles Terhadap Kepuasan Pemustaka Pada Perpustakaan Universitas Sari Mutiara Indonesia (Vol. 3, Number 1).

Hidayat, Y., Nurhayati, I., Salamah, S., Rosmiati, M., Fatimah, A. S., & Lestari, L. (2023). Effect of the Educational Game Tools on Early Childhoods in the Kindergarten. Journal Corner of Education, Linguistics, and Literature, 3(2), 100–107. https://doi.org/10.54012/jcell.v3i2.200

Hsieh, A.-T., & Yen, C.-H. (2005). The effect of customer participation on service providers’ job stress. The Service Industries Journal, 25, 891–905. https://doi.org/10.1080/02642060500134162

Ibrahim, A. H. Hi., Sudin, I., Kemhay, H., Namsa, M. R., & Pora, L. (2025). Digital transformation in public services: Political challenges and global implications. International Journal of Social Sciences, 8(3), 72–78. https://doi.org/10.21744/ijss.v8n3.2409

Kotler, P., Keller, Manceau, & Hemonnet-Goujot, A. (2015). Marketing Management 15th. In Décisions Marketing (Vol. 83).

Lilis Nuroh, E., Dwi Putrianti, S., Nugroho, A. B., Susanti Tindaon D, S., Stia, P., & Bandung, L. (n.d.). Penanganan Keluhan Penyewaan Point Lab Coworking Space di Bandung Milik PT. POS Properti Indonesia Handling of Complaints Regarding the Rental of Point Lab Coworking Space in Bandung, Owned by PT. POS Properti Indonesia.

Mariam, S., Kepirianto, C., Fadlilah, S., & Izza, A. F. (2025). Enhancing Students’ Reading Comprehension Of Recount Text With Multimodal Digital Literacy. Indonesian EFL Journal, 11(1), 41–52. https://doi.org/10.25134/ieflj.v11i1.11337

Morgeson, F. V., Hult, G. T. M., Mithas, S., Keiningham, T., & Fornell, C. (2020). Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship. Journal of Marketing, 84(5), 79–99. https://doi.org/10.1177/0022242920929029

Ng, W. (2012). Can we teach digital natives digital literacy? Computers and Education, 59(3), 1065–1078. https://doi.org/10.1016/j.compedu.2012.04.016

Nilsson, P., & Blomqvist, K. (2017). Survey process quality: a question of healthcare manager approach. International Journal of Health Care Quality Assurance, 30(7), 591–602. https://doi.org/10.1108/IJHCQA-05-2016-0077

Nugroho, D. T., Indah, D. R., Novianti, H., Sanjaya, M. R., Syahbani, M. H., Studi, P., Informasi, S., Komputer, I., Sriwijaya, U., Raya, J., Km, P.-P., 32 Indralaya, O., Ilir, S., & Selatan, I. (2025). Sistemasi: Jurnal Sistem Informasi Pengaruh Penerapan Prinsip-Prinsip Usability dalam UI/UX terhadap Minat Beli Konsumen di Platform Shopee The Impact of Implementing Usability Principles in UI/UX on Consumer Purchase Intention on the Shopee Platform (Vol. 14, Number 2). http://sistemasi.ftik.unisi.ac.id

Oliver, R. L. (1980). A congitive model of the antecedents and consequences of satisfaction decisions. In Journal of Marketing Research (Vol. 17).

Parasuraman, A. ;, Zeithaml, V. A. ;, & Berry, L. L. (1988). Servqual: A Multiple-Item Scale For Measuring Consumer Perc. In Journal of Retailing; Spring (Vol. 64).

Rachbini, W., Anggraeni, D., & Febrina, D. (2020). Effect of Service Quality on Customer Loyalty through Satisfaction, Perceived Value, and Customer Engagements (Study on Indonesian Ride-Hailing Online). Advances in Social Sciences Research Journal, 7(10), 300–310. https://doi.org/10.14738/assrj.710.9204

Razali, R., & Jaafar, J. (2012). Complaint handling theoretical framework. 2012 International Conference on Computer and Information Science, ICCIS 2012 - A Conference of World Engineering, Science and Technology Congress, ESTCON 2012 - Conference Proceedings, 1, 382–385. https://doi.org/10.1109/ICCISci.2012.6297275

Seddon, P. B. (1997). A Respecification and Extension of the DeLone and McLean Model of IS Success. Information Systems Research, 8(3), 240–253. https://doi.org/10.1287/isre.8.3.240

Talwar, S., Talwar, M., Kaur, P., & Dhir, A. (2020). Consumers’ resistance to digital innovations: A systematic review and framework development. Australasian Marketing Journal, 28(4), 286–299. https://doi.org/10.1016/j.ausmj.2020.06.014

Tax, S. S., Brown, S. W., & Chandrashekaran, M. (n.d.). Customer Evaluations of Service Compiaint Experiences: Impiications for Reiationship Marketing.

Tjiptono, F. (2001). Strategi Pemasaran.

van Deursen, A. J. A. M., & van Dijk, J. A. G. M. (2014). The digital divide shifts to differences in usage. New Media and Society, 16(3), 507–526. https://doi.org/10.1177/1461444813487959

Wang, W., Hsieh, J. P. A., & Song, B. (2012). Understanding User Satisfaction With Instant Messaging: An Empirical Survey Study. International Journal of Human-Computer Interaction, 28(3), 153–162. https://doi.org/10.1080/10447318.2011.568893

Widowati, Y. R., & Nugroho, A. A. (n.d.). Analisis Pelayanan Pengaduan Melalui Sistem Cepat Respon Masyarakat (CRM) Di Provinsi DKI Jakarta.

Zahra, H., Santoso, S., Arif Kurniawan, I., & Ilmu Sosial Dan, F. (n.d.). Penerapan Sistem Informasi Pelayanan Publik Pada Aplikasi Simpel Tkr Pdam Tirta Kerta Raharja Kabupaten Tangerang.

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice.