<mets:mets OBJID="eprint_10830" LABEL="Eprints Item" xsi:schemaLocation="http://www.loc.gov/METS/ http://www.loc.gov/standards/mets/mets.xsd http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-3.xsd" xmlns:mets="http://www.loc.gov/METS/" xmlns:mods="http://www.loc.gov/mods/v3" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"><mets:metsHdr CREATEDATE="2026-07-10T17:10:35Z"><mets:agent ROLE="CUSTODIAN" TYPE="ORGANIZATION"><mets:name>Repository Universitas Pakuan</mets:name></mets:agent></mets:metsHdr><mets:dmdSec ID="DMD_eprint_10830_mods"><mets:mdWrap MDTYPE="MODS"><mets:xmlData><mods:titleInfo><mods:title>Hubungan Kualitas Pelayanan Elektronik &#13;
Terhadap Kepuasan Pelanggan Pada Pengguna Aplikasi PLN Mobile UP3 Bogor.</mods:title></mods:titleInfo><mods:name type="personal"><mods:namePart type="given">Maulidia</mods:namePart><mods:namePart type="family">Zahra</mods:namePart><mods:role><mods:roleTerm type="text">author</mods:roleTerm></mods:role></mods:name><mods:name type="personal"><mods:namePart type="given">Yetty Husnul</mods:namePart><mods:namePart type="family">Hayati</mods:namePart><mods:role><mods:roleTerm type="text">author</mods:roleTerm></mods:role></mods:name><mods:name type="personal"><mods:namePart type="given">Abel</mods:namePart><mods:namePart type="family">Gandhy</mods:namePart><mods:role><mods:roleTerm type="text">author</mods:roleTerm></mods:role></mods:name><mods:abstract>MAULIDIA ZAHRA. 021121278. Hubungan Kualitas Pelayanan Elektronik &#13;
Terhadap Kepuasan Pelanggan Pada Pengguna Aplikasi PLN Mobile UP3 Bogor. &#13;
Dibawah Bimbingan: YETTY HUSNUL HAYATI dan ABEL GANDHY. 2025.&#13;
Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas pelayanan &#13;
elektronik terhadap kepuasan pelanggan pada pengguna aplikasi PLN Mobile UP3 &#13;
Bogor. Kualitas pelayanan elektronik terdiri dari dimensi efisiensi, pemenuhan, &#13;
ketersediaan sistem, dan privasi. Sedangkan kepuasan pelanggan mencakup &#13;
kesesuaian harapan, minat menggunakan kembali, dan kesediaan merekomendasikan.&#13;
Metode yang digunakan adalah kuantitatif deskriptif dengan teknik &#13;
pengumpulan data melalui kuesioner terhadap 100 responden. Analisis dilakukan &#13;
menggunakan metode Customer Satisfaction Index (CSI) dan Importance &#13;
Performance Analysis (IPA).&#13;
Hasil penelitian menunjukkan bahwa kualitas pelayanan elektronik berada &#13;
dalam kategori baik (76,90%), dan kepuasan pelanggan berada dalam kategori puas &#13;
(CSI 77,95%). Dimensi efisiensi memiliki nilai tertinggi pada variabel X, sedangkan &#13;
kesesuaian harapan tertinggi pada variabel Y. Beberapa indikator berada pada &#13;
Kuadran I IPA, artinya penting namun masih perlu ditingkatkan.&#13;
Kesimpulannya, terdapat hubungan positif antara kualitas pelayanan &#13;
elektronik dan kepuasan pelanggan. Peningkatan layanan pada aspek prioritas dapat &#13;
mendorong kepuasan dan loyalitas pelanggan.&#13;
Kata Kunci: Kualitas Pelayanan Elektronik, Kepuasan Pelanggan, PLN Mobile, &#13;
Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA)</mods:abstract><mods:classification authority="lcc">Manajemen pemasaran</mods:classification><mods:classification authority="lcc">Manajemen</mods:classification><mods:originInfo><mods:dateIssued encoding="iso8061">2025-07-25</mods:dateIssued></mods:originInfo><mods:originInfo><mods:publisher>Universitas Pakuan;Program Studi Manajemen</mods:publisher></mods:originInfo><mods:genre>Thesis</mods:genre></mets:xmlData></mets:mdWrap></mets:dmdSec><mets:amdSec ID="TMD_eprint_10830"><mets:rightsMD ID="rights_eprint_10830_mods"><mets:mdWrap MDTYPE="MODS"><mets:xmlData><mods:useAndReproduction>
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