CD Skripsi

Inovasi Pelayanan Aplikasi Pln Mobile Di Kota Pekanbaru

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The PLN Mobile application is an application-based service innovation launched by PLN to simplify service to electricity customers. However, this innovation still has obstacles in its implementation, such as many electricity customers who need help with the PLN Mobile application, customers having difficulty using it, and the application still often have errors. This research uses a qualitative research method with a descriptive phenomenological approach. This research refers to Gebauer et al.'s innovation theory, namely the process of customer involvement, self-service, customer experience, problem-solving, and co-designing. This research shows that the PLN Mobile application service innovation in Pekanbaru City has achieved these five processes. However, the customer engagement process and customer experience have yet to go as well as expected. Factors that support the implementation of innovation are socialization, the development of the latest version of the PLN Mobile application, attractive promos, and technological advances. Factors that hinder the implementation of innovation are the SOP (Standard Operating Procedures) related to PLN Mobile that still needs to be made available, literacy problems, technological failures, and electricity customers still need an android. In this way, PLN is expected to increase direct outreach to the public, immediately provide SOP (Standard Operating Procedures) related to PLN Mobile and collaborate with provider companies so that services run smoothly.
Keywords: Innovation, Service, PLN Mobile Application.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2001112200

Penerbit

Pekanbaru : Universitas Riau – FISIPOL – Administrasi Publik., 2023

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2001112200

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

ILMU ADMINISTRASI PUBILK

Info Detail Spesifik

Penulis Tidak melampirkan FILE LAMPIRAN

Pernyataan Tanggungjawab

Mutia

Versi lain/terkait

Lampiran Berkas

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