Navigating Customer Satisfaction: Unveiling The Factors Shaping Reuse Intentions For Pln's New Mobile App In Aceh

Abstract

This study seeks to assess the impact of Performance Expectations, Business Expectations, Facility Conditions, and Social Influences on Customer Satisfaction, influencing the intention to reuse the new PLN Mobile Application. The investigation centers on PT. PLN (Persero) Aceh Distribution Main Unit, a segment of the Indonesia National Electricity Company, and targets all PLN customers utilizing the new mobile application at the Aceh Main Distribution Unit. Sample size determination employs the Raosoft method, resulting in a total of 196 participants. The data analysis employs Structural Equation Modeling (SEM) techniques, facilitated by SPSS and Amos software. Among the nine direct influence hypotheses tested, three—namely, social influence on Intention to Reuse, the influence of Performance Expectations on Intention to Reuse, and the influence of Business Expectations on Intention to Reuse—were found to be nonsignificant. In contrast, of the four indirect hypotheses tested, two demonstrated a significant impact.