The Effect of Perceived Ease of Use and Perceived Usefulness on Customer Satisfaction and Behavioral Intention toward the PLN Mobile Application at PT PLN (Persero), Bali Distribution Main Unit

Authors

  • Ni Made Eny Kasumari Universitas Mahasaraswati Denpasar Bali
  • I Gusti Agung Eka Teja Kusuma Universitas Mahasaraswati Denpasar Bali
  • Made Ika Prasetyadewi Universitas Mahasaraswati Denpasar Bali

DOI:

https://doi.org/10.61132/ijems.v3i4.1319

Keywords:

Behavioral Intention, Customer Satisfaction, Perceived Ease of Use, Perceived Usefulness, PLN Mobile Application

Abstract

Analyzing the influence of perceived ease of use and perceived usefulness on customer satisfaction and behavior intention of the PLN Mobile application  at the Office of PT. PLN (persero) Bali Distribution Main Unit. Design/methodology/approach: A type of quantitative research, using a pre-existing measurement scale related to PLN Mobile, perceived ease of use, perceived usefulness, behavior intention and customer satisfaction. Involving a sample of 160 consumers of PT. PLN (persero) Bali Distribution Main Unit, with an analysis tool for the use of the PLS SEM model. Findings: The results of the analysis showed that perceived usefulness and customer satisfaction had a positive and significant effect on behavior intention at the PT. PLN (Persero) Bali Distribution Main Unit, perceived ease of use had no effect on behavior intention at the PT. PLN (Persero) Bali Distribution Main Unit while perceived usefulness has a positive and significant effect on behavior intention at the PT. PLN (Persero) Bali Distribution Main Unit. Perceived ease of use has no effect on behavior intention at PT. PLN (Persero) Bali Distribution Main Unit through customer satisfaction and perceived usefulness affects the behavior intention at the PT. PLN (Persero) Bali Distribution Main Unit through customer satisfaction. Practical/implications: perceived usefulness and customer satisfaction should remain the concern of the PT. PLN (Persero) Bali Distribution Main Unit because with a commitment to organization, perceived usefulness and  good customer satisfaction, it is hoped that behavior intention will also increase.  Originality/value: This study used customer satisfaction  variables as a mediating variable on the influence of perceived ease of use and perceived usefulness on behavior intention using path analysis.

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Published

2026-11-01

How to Cite

Ni Made Eny Kasumari, I Gusti Agung Eka Teja Kusuma, & Made Ika Prasetyadewi. (2026). The Effect of Perceived Ease of Use and Perceived Usefulness on Customer Satisfaction and Behavioral Intention toward the PLN Mobile Application at PT PLN (Persero), Bali Distribution Main Unit. International Journal of Economics and Management Sciences, 3(4), 14–25. https://doi.org/10.61132/ijems.v3i4.1319

Issue

Vol. 3 No. 4 (2026): November: International Journal of Economics and Management Sciences

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