The effectiveness of the PLN website application as a communication media and services for customers during the pandemic period in Pangkalpinang city

Abstract

PT. PLN (Persero) as one of the state-owned enterprises (BUMN) received a mandate from the Indonesian government to provide electricity services and COVID-19 stimulus assistance to people affected by the COVID-19 pandemic. Due to social distancing policy during current pandemic, PT. PLN (Persero) should provide alternative online media services, such as the PT PLN (Persero) website application to meet all the electricity needs of customers and distribute electricity payment stimulus assistance. Therefore, it was interesting to study the effectiveness of the PT. PLN (Persero) website application as a communication media and services during the pandemic period in Pangkalpinang city. This study used four established variables to assessthe quality of e-service, namely efficiency, fulfillment, service availability, and privacy. The method used in this research was a quantitative method with a questionnaire approach. The number of samples was 399 respondents. The sampling method was purposive sampling with the criteria of respondents was the user of the PT PLN (Persero) website application. Based on the analysis of survey questionnaire results, observation, and other supporting data, it was concluded that PT. PLN (Persero) website application for customers during the pandemic in Pangkalpinang city is significantly effective as it had fulfilled all the variables mentioned above.