Analisis Usability Aplikasi PLN Mobile Menggunakan Metode End User Computing Satisfaction (EUCS) (Studi Kasus: PLN ULP Purbalingga)

Alfian, Listiyo Wibowo (2023) Analisis Usability Aplikasi PLN Mobile Menggunakan Metode End User Computing Satisfaction (EUCS) (Studi Kasus: PLN ULP Purbalingga). Undergraduate Thesis thesis, Institut Teknologi Telkom Purwokerto.

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Abstract

PLN Mobile is a mobile-based application developed by PT. PLN to provide electricity related services through mobile applications. PLN Mobile allows people to get PLN services without having to come directly to the nearest PLN office. Based on the results of an interview with Ibu Diah Handayani as the Supervisor of Customer Service and administration at PLN ULP Purbalingga and review data in 2023, the PLN Mobile application on the Google Play Store and App Store, many users complained about the performance of the application. These complaints are, reporting data that is not updated in a timely manner, slow application performance, the complaint feature does not work, and the accuracy of information that is not accurate. This study was conducted to measure the usability of PLN Mobile application using End User Computing Satisfaction (EUCS) method with five variables, namely content, cccuracy, format, timeliness, and ease of use. The results of the study are variables that affect user satisfaction on the PLN Mobile application in Purbalingga with the highest index is Ease of Use variable (79,91%), Format variable (72,13%) and Content variable (66,99%%) in the category 'Agree'. While the variables with the lowest index are the Accuracy variable (48,24%) and Timeliness variable (53.06%) which are in the category of 'Neutral'. Recommendations for improvements to the PLN Mobile application that can be done is to improve the accuracy of the data, as well as improve the speed of application response to users so that users do not need a long time to get the information needed. Keywords: End User Computing Satisfaction, PLN Mobile, Usability.

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