Study of Costumer Satisfaction of MySPIL Application to Enhance Overall Satisfaction of Application User through E-SERVQUAL Model

Baskara, Rayhan Adhimas (2024) Study of Costumer Satisfaction of MySPIL Application to Enhance Overall Satisfaction of Application User through E-SERVQUAL Model. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

In the current world of Digitalization, it is essential for corporation to adapted with the current trends, in the 20th decade application is the essential hotspots for a firm to adapt, in this Phenomenon, Through the use of the E-SERVQUAL model, this study examines how does E-SERVQUAL Model Dimensions helps to improve customer satisfaction for the MySPIL application as the key points of this research . It focuses on five key dimensions; efficiency, system availability, fulfilment, privacy and responsibility. Finding out how well these dimensions contribute to higher user satisfaction and better service delivery is the goal, through the use of a convenience sampling questionnaire. With a small number of respondents, this approach guarantees a thorough grasp of user expectations and perceptions. Linear regression, which evaluates the effect of each E-SERVQUAL dimension on customer satisfaction, forms the basis of the analysis, The outcomes of this research demonstrate how each component of service quality affects customer satisfaction. It show that the most significant variables influencing customer satisfaction are System Availability and Responsibility. The research found out that most of the MySPIL users are satisfied with Efficiency, Fulfilment and Privacy of the MySPIL application, this emphasizes how crucial it is for having a highly dependable system that is constantly available all the time and a responsive development department that efficiently resolves problems. These results imply that application users highly value a system in which available whenever they need it and the developers' ability to promptly and expertly address any issues. This research concluded with the recommendation to PT. Salam Pacific Indonesia Lines to improve the System Availability and Responsibility to improve the overall satisfaction with the MySPIL application.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	E-SERVQUAL Model, Costumer Satisfactions, Linear Regression Analysis, System Availability, Responsibility
Subjects:	H Social Sciences > HB Economic Theory > HB801 Consumer behavior. H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning. H Social Sciences > HD Industries. Land use. Labor > HD38.5 Business logistics--Cost effectiveness. Supply chain management. ERP H Social Sciences > HD Industries. Land use. Labor > HD58.87 Reengineering (Management) Business process H Social Sciences > HE Transportation and Communications > HE564.A1 Shipping
Divisions:	Faculty of Business and Management Technology > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Rayhan Adhimas Baskara
Date Deposited:	01 Aug 2024 15:20
Last Modified:	01 Aug 2024 15:21
URI:	http://repository.its.ac.id/id/eprint/109195

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