Nurjanah, Permata Ayu Dian (2023) Analisis Tingkat Kepuasan Pengguna Akhir Terhadap Layanan “LinkAja” di Indonesia Melalui Pendekatan End User Computing Satisfaction (EUCS) dan Market Share Perusahaan. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Konteks : Disrupsi Teknologi yang berkembang telah menghasilkan sebuah inovasi baru di sektor keuangan yaitu Fintech (financial technology). Salah satu kategori fintech yaitu electronic payment yang paling populer di Indonesia adalah LinkAja. Reputasi perusahaan BUMN pendiri LinkAja menjadi salah satu faktor pembeda dibanding pesaing lainnya. Tag line “Lebih Lancar, Lebih Seru dan Bebas Repot!” seolah menunjukkan bahwa pemanfaatan aplikasi LinkAja akan mempercepat proses transaksi, memiliki konten yang menarik dan proses pemakaiannya sangat mudah.
Permasalahan : Kepuasan pengguna akhir dapat dinilai berdasarkan isi, keakuratan, format, waktu dan kemudahan penggunaan dari sistem. Selain itu, market share suatu perusahaan juga dapat merepresentasikan kepuasan pengguna aplikasi tersebut karena dianggap memiliki daya tarik emosional bagi penggunanya. Daya Tarik emosional muncul karena adanya perasaan yang baik atau senang (like), rasa percaya (trust) dan rasa kagum terhadap perusahaan tersebut (respect). Oleh karena itu, penelitian ini dilakukan untuk mengetahui pengaruh tingkat kepuasan pengguna akhir terhadap layanan LinkAja di Indonesia melalui pendekatan End User Computing Satisfaction (EUCS) dan market share Perusahaan.
Tujuan : Tujuan dari penelitian ini adalah untuk mengetahui bagaimana tingkat kepuasan pengguna akhir terhadap layanan LinkAja di Indonesia dengan menggunakan pendekatan EUCS dan market share perusahaan. Pendekatan EUCS menunjukkan bahwa tingkat kepuasan end user dipengaruhi oleh beberapa faktor yaitu isi (content), keakuratan (accuracy), bentuk (format), waktu (timelines) dan kemudahan penggunaan (ease of use) dari sebuah sistem. Sedangkan pendekatan market share perusahaan yang difokuskan pada aspek daya tarik emosional dipengaruhi adanya perasaan yang baik atau senang (like), rasa percaya (trust) dan rasa kagum terhadap perusahaan (respect).
Metode : Penelitian ini menggunakan model evaluasi End User Computing Satisfaction (EUCS) yang menekankan pada dimensi isi, keakuratan, format, ketepatan waktu dan kemudahan penggunaan sistem. Disamping itu, peneliti juga menggunakan pendekatan market share untuk mengukur daya tarik emosional pengguna aplikasi terhadap kepuasan pelanggan.
Hasil : Hasil penelitian berupa analisis pengaruh seluruh dimensi EUCS terhadap kepuasan pengguna aplikasi LinkAja dan market share LinkAja. Nilai tambah: Penelitian ini dapat digunakan sebagai referensi di bidang sistem informasi khususnya terkait pengukuran tingkat kepuasan end user terhadap suatu sistem/aplikasi menggunakan pendekatan EUCS dan market share perusahaan.
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Context: Disruption Developing technology has resulted in a new innovation in the financial sector, namely Fintech (financial technology). One of the most popular fintech categories, namely electronic payments in Indonesia, is LinkAja. The reputation of the BUMN company that founded LinkAja is a differentiating factor compared to other competitors. The tag line “Smooth, More Fun and Hassle Free!” as if to show that the use of the LinkAja application will speed up the transaction process, has interesting content and the process of using it is very easy.
Problems: End user satisfaction can be assessed based on the content, accuracy, format, time and ease of use of the system. In addition, a company's market share can also represent the satisfaction of the application's users because it is considered to have emotional appeal to its users. Emotional attraction arises because of good or happy feelings (like), trust (trust) and awe of the company (respect). Therefore, this research was conducted to determine the effect of end user satisfaction levels on LinkAja services in Indonesia through the End User Computing Satisfaction (EUCS) approach and the company's market share.
Purpose: The purpose of this research is to find out how the level of satisfaction of end users with LinkAja services in Indonesia uses the EUCS approach and the company's market share. The EUCS approach shows that the level of end user satisfaction is influenced by several factors, namely content, accuracy, format, timelines and ease of use of a system. Meanwhile, the company's market share approach that focuses on aspects of emotional appeal is influenced by feelings of good or pleasure (like), trust and awe of the company (respect). Methods: This study uses the End User Computing Satisfaction (EUCS) evaluation model which emphasizes the dimensions of content, accuracy, format, timeliness and ease of use of the system. Besides that, researchers also use the market share approach to measure the emotional appeal of application users to customer satisfaction.
Results: The results of the study are in the form of an analysis of the influence of all EUCS dimensions on user share satisfaction of the LinkAja application and LinkAja market share.
Added value: This research can be used as a reference in the field of information systems, especially related to measuring the level of end user satisfaction with a system/application using the EUCS approach and company market share.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Kepuasan Pengguna Akhir, LinkAja, End User Computing Satisfaction, Market Share Perusahaan, End User Satisfaction, LinkAja, End User Computing Satisfaction, Company Market Share. |
| Subjects: | Q Science > QA Mathematics > QA76.76.A63 Application program interfaces Q Science > QA Mathematics > QA76.9.U83 Graphical user interfaces. User interfaces (Computer systems)--Design. |
| Divisions: | Faculty of Information and Communication Technology > Information Systems > 57201-(S1) Undergraduate Thesis |
| Depositing User: | Permata Ayu Dian Nurjanah |
| Date Deposited: | 08 Aug 2023 04:39 |
| Last Modified: | 08 Aug 2023 04:40 |
| URI: | http://repository.its.ac.id/id/eprint/101162 |
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