Analisis Pengaruh User Experience Dan E-Service Quality Terhadap Customer Satisfaction Pada Aplikasi M-Paspor

Putri, Syafrina Ari (2023) Analisis Pengaruh User Experience Dan E-Service Quality Terhadap Customer Satisfaction Pada Aplikasi M-Paspor. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kondisi pandemi yang kian berangsur pulih membuat minat masyarakat dalam melakukan perjalanan luar negeri kembali meningkat. Menurut data, diketahui bahwa keberangkatan dengan tujuan internasional telah meningkat hingga 55,77% pada April 2022 dan berdampak terhadap angka pemohon paspor, yang telah meningkat sebesar 41% di seluruh Indonesia selama kuartal tahun ke empat 2022. Menangani hal tersebut, Pemerintah melalui E-Government telah menyiapkan aplikasi penunjang berupa Aplikasi M-Paspor. Aplikasi M-Paspor merupakan aplikasi yang digunakan untuk mengajukan pembuatan atau penggantian paspor secara online. Setelah dilakukan pengamatan, ternyata Aplikasi M-Paspor tersebut masih mendapatkan banyak ulasan negatif dari pengguna. Hal tersebut menandakan buruknya kualitas pelayanan dan pengalaman pengguna dalam penggunaan aplikasi tersebut sehingga dapat berdampak pada kepuasan pengguna. Penelitian ini akan menganalisis pengaruh User Experience (UX) dan E-Service Quality terhadap Customer Satisfaction pada Aplikasi M-Paspor dengan jumlah sebanyak 107 responden. Metode yang digunakan untuk mengukur User Experience (UX) adalah User Experience Questionnaire (UEQ) serta metode dalam pengolahan statistik berupa Multiple Regression. Berdasarkan pengolahan kuesioner UEQ skala dengan kategori above average terdapat pada skala novelty, sedangkan 5 skala lainnya, yakni attractiveness, perspicuity, efficiency, dependability, dan stimulation masuk kedalam kategori bad. Pada pengolahan data berdasarkan multiple regression, variabel User Experience dan E-Service Quality memiliki pengaruh secara simultan terhadap variabel Customer Satisfaction sebesar 46,8%. Selain itu, didapatkan bahwa nilai sig pada variabel User Experience > 0,05. Hal tersebut menunjukkan bahwa variabel User Experience tidak berpengaruh signifikan terhadap Customer Satisfaction. Lalu, didapatkan bahwa nilai sig pada pada variabel E-Service Quality < 0,05. Hal tersebut menunjukkan bahwa variabel E-Service Quality berpengaruh signifikan terhadap Customer Satisfaction. Oleh karena itu, penting untuk pengelola Aplikasi M-Paspor melakukan perbaikan guna meningkatkan Customer Satisfaction berdasarkan variabel pada E-Service Quality, khususnya pada dimensi system availability.
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Travel interest has surged as a result of the COVID-19 pandemic's recovery. The data shows that overseas departures rose by 55.77% in April 2022, which is known to have had an effect on the number of passport applications, which rose by 41% across Indonesia in the fourth quarter of 2022. A supporting application called M-Paspor has been made available by the government through E-Government in order to conceal the rising number. The M-Paspor program is used to digitally create or replace passports in order to streamline the procedure. However, the M-Paspor app continues to receive a lot of unfavorable customer evaluations. This suggests that the application's service quality is poor and that the user had a negative experience using it. Both of these issues will have an influence on user satisfaction. In order to determine how User Experience (UX) and E-Service Quality affect Customer Satisfaction in the M-Paspor Application, this study will collect data from 107 respondents. The User Experience Questionnaire (UEQ) is the instrument used to assess User Experience (UX), while multiple regression is the technique used to analyze the data statistically. According to the analysis of the UEQ questionnaire, the scale for novelty falls into the above-average group, while the other five scales—attractiveness, perspicuity, efficiency, reliability, and stimulation—are categorized as bad. User Experience and E-Service Quality have a simultaneous impact of 46.8% on the Customer Satisfaction variable in data processing based on Multiple Regression. Additionally, it was discovered that the User Experience variable's sig value was > 0.05. This demonstrates that there is no discernible impact of the User Experience variable on Customer Satisfaction. The sig value for the E-Service Quality variable was then discovered to be less than 0.05. This demonstrates the strong impact of the E-Service Quality variable on Customer Satisfaction. In order to boost Customer Satisfaction with the quality of E-Services, it is crucial that the M-Paspor Application improve, particularly in the area of system availability.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Aplikasi M-Paspor, User Experience, E-Service Quality, Customer Satisfaction, User Experience Questionnaire, Multiple Regression, M-Paspor Application, User Experience, E-Service Quality
Subjects:	T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Putri Syafrina Ari
Date Deposited:	24 Jul 2023 06:20
Last Modified:	24 Jul 2023 06:20
URI:	http://repository.its.ac.id/id/eprint/99161

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