Pengaruh Implementasi Teknologi Informasi dan Business Management terhadap Kinerja SDM Vendor dalam Pelayanan Pelanggan di PT PLN (Persero) UP3 Lubuklinggau
DOI:
https://doi.org/10.32493/drb.v9i1.56224Keywords:
Teknologi Informasi; Business Management; Kinerja SDM; Vendor; Pelayanan PelangganAbstract
Penelitian ini menganalisis pengaruh implementasi teknologi informasi dan business management terhadap kinerja SDM vendor dalam pelayanan pelanggan di PT PLN (Persero) UP3 Lubuklinggau. Transformasi digital di sektor kelistrikan menuntut pemanfaatan teknologi dan pengelolaan manajemen bisnis yang efektif untuk meningkatkan efisiensi, kualitas layanan, dan kepuasan pelanggan. SDM vendor sebagai ujung tombak pelayanan memiliki peran penting dalam keberhasilan kedua faktor tersebut. Penelitian menggunakan metode kuantitatif dengan survei terhadap 120 responden (pegawai dan vendor PLN) di wilayah kerja UP3 Lubuklinggau. Sampel diambil secara purposive, dengan kriteria responden terlibat langsung dalam pelayanan pelanggan. Analisis data dilakukan melalui regresi linier berganda menggunakan SPSS. Hasil penelitian menunjukkan bahwa implementasi teknologi informasi dan business management berpengaruh positif signifikan, baik secara parsial maupun simultan, terhadap kinerja SDM vendor. Pemanfaatan sistem informasi, aplikasi digital, dan manajemen yang terstruktur meningkatkan produktivitas, ketepatan layanan, dan motivasi kerja. Penelitian merekomendasikan penguatan infrastruktur TI, peningkatan kapasitas SDM vendor melalui pelatihan, dan pengelolaan bisnis yang terintegrasi untuk mendukung pelayanan pelanggan yang unggul. Secara teoretis, temuan ini memperkuat kajian Resource-Based View (RBV) dalam konteks transformasi digital sektor publik.
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