The Impact of Yantek Mobile on Technical Service Performance at PLN UP3 Makassar Selatan

This research investigates the influence of Yantek Mobile on the performance of technical service officers at the State Electricity Company (PLN) UP3 Makassar Selatan, with particular attention to the mediating role of Perceived Usefulness (PU). As a core element of PLN’s digital transformation program, Yantek Mobile is intended to optimize efficiency, improve response time, and enhance the reliability of field operations. Grounded in the Technology Acceptance Model (TAM) and the Information Systems Success Model (ISSM), this study assesses how dimensions of system quality and information quality shape officers’ perceptions of usefulness, which subsequently affect their job performance. A quantitative methodology was applied, collecting data from service officers through surveys and analyzing it with Partial Least Squares Structural Equation Modeling (PLS-SEM). The empirical results demonstrate that Yantek Mobile significantly strengthens officers’ perceptions of its usefulness, which, in turn, contributes to improvements in service quality, timeliness, accountability, and productivity. Furthermore, the findings underscore the pivotal mediating role of PU, suggesting that the effectiveness of digital solutions in the utility sector is determined not only by technical features but also by user perceptions of their value. The study offers theoretical contributions by combining TAM and ISSM within the public utility context and provides practical insights for PLN in enhancing its digital strategies to achieve better organizational performance.