Analisis Hubungan User Experience dan Kualitas Layanan pada Aplikasi Online (Studi Kasus: Aplikasi Kedai Kopi)

Santoso, Debora Christiani (2021) Analisis Hubungan User Experience dan Kualitas Layanan pada Aplikasi Online (Studi Kasus: Aplikasi Kedai Kopi). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Jumlah kedai kopi lokal mengalami peningkatan yang sangat pesat di Indonesia. Akan tetapi, kondisi perekonomian Indonesia mengalami penurunan sejak adanya pandemi COVID-19. Pandemi ini juga menimbulkan berbagai macam kebijakan, salah satunya penerapan protokol kesehatan. Berhubungan dengan protokol kesehatan yang mejauhi kerumunan dan membatasi mobilitas, para pemilik kedai kopi harus memikirkan solusi agar tetap dapat menjalankan usahanya. Salah satu solusinya adalah dengan menerapkan teknologi, yaitu dengan membuat aplikasi online khusus untuk usaha mereka. Penelitian ini membahas mengenai hubungan antara UX dan kualitas layanan dari aplikasi kedai kopi dengan objek amatan aplikasi JIWA+ dengan jumlah responden sebanyak 63 responden. Metode yang digunakan pada penelitian ini adalah UEQ, E-Servqual, IPA, Multiple Regression, dan wawancara singkat. Dari pengolahan data kuisioner UEQ, didapati bahwa tingkat UX aplikasi JIWA+ pada skala attractive, perspicuity, efficiency, stimulation, dan novelty berada di kategori above average. Sedangkan skala dependability di kategori below average. Berdasarkan pengolahan data kuisioner E-Servqual, didapati rata-rata nilai kualitas layanan aplikasi JIWA+ sebesar 0,855 dan tidak ada item yang bernilai ≥ 1 yang berarti tingkat kualitas layanan aplikasi JIWA+ belum bisa mencapai kualitas layanan yang diharapkan pelanggan. Data E-Servqual yang dimasukkan ke dalam diagram IPA menghasilkan item E6 dan F4 berada pada kuadran I yang berarti kedua item tersebut adalah prioritas untuk dievaluasi. Multiple regression dilakukan untuk menunjukkan hubungan skala UEQ terhadap skor E-Servqual. Pada output SPSS, didapati seluruh skala UEQ secara bersamaan berpengaruh signifikan terhadap E-Servqual sebesar 30% dan hanya skala attractive yang secara parsial berpengaruh signifikan terhadap skor E-Servqual. Dari seluruh metode tersebut, terdapat beberapa rekomendasi perbaikan yang diberikan untuk aplikasi JIWA+, yaitu memberi games kecil, meringankan aplikasi, menyelaraskan outlet dengan aplikasi, dan menambah metode pembayaran cash.
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The number of local coffee shops has increased very rapidly in Indonesia. However, Indonesia's economic conditions have decreased since the COVID-19 pandemic. This pandemic has also led to various kinds of policies, one of them is the implementation of health protocols. Due to health protocols that avoid crowds and limit mobility, coffee shop owners must think of solutions to keep their businesses running. One of the solutions is to apply technology, by creating an application online specifically for their business. This research discusses the relationship between UX and service quality of coffee shop applications with the object of observation of the JIWA+ application with a total of 63 respondents. The method used in this research is UEQ, E-Servqual, IPA, Multiple Regression, and a short interview. From the UEQ questionnaire data processing, it was found that the UX level of the Jiwa+ application on the attractive, perspicuity, efficiency, stimulation, and novelty scales was in the above-average category. Meanwhile, the dependability scale is in the below-average category. Based on the data processing of the E-Servqual questionnaire, it was found that the average value was 0.855 and there was no item with a value of 1, which means that the level of service quality of the JIWA+ application has not been able to achieve the service quality expected by customers. The E-Servqual data entered into the IPA diagram results in items E6 and F4 being in quadrant I, which means that these two items are priority items to be evaluated. Multiple regression was performed to show the relationship between the UEQ scale and the E-Servqual score. When viewed from the SPSS multiple regression outputs, it was found that the entire UEQ scale simultaneously had a significant effect on E-Servqual by 30% and only the attractive scale had a significant effect partially. Of all these methods, there are several recomendations for improvement given to the JIWA+ application, such as provide small games, lighten the application, align outlets with applications, and add cash payment methods.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Aplikasi Online Kedai Kopi, User Experience, Kualitas Layanan, User Experience Questionnaire, E-Service Quality, Importance Performance Analysis, Coffee Shop Online Application, Service Quality
Subjects:	T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing T Technology > T Technology (General) > T58.8 Productivity. Efficiency
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Debora Christiani Santoso
Date Deposited:	23 Aug 2021 08:51
Last Modified:	23 Aug 2021 08:51
URI:	http://repository.its.ac.id/id/eprint/88901

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