Putra, Gerdathias (2025) Peran User Engagement Memediasi Performance Expectancy, Effort Expectancy, Sosial Influence Dan Information Quality Terhadap User Satisfaction Pada Pengguna Aplikasi Mypertamina. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Aplikasi MyPertamina yang dikembangkan oleh PT Pertamina bertujuan untuk meningkatkan pengalaman pengguna dalam mengakses layanan produk bahan bakar di Indonesia. Namun, beberapa pengguna masih merasa aplikasi ini belum sepenuhnya memenuhi harapan mereka, terutama dalam hal kecepatan, kehandalan, dan akurasi informasi yang disediakan. Selain itu, masalah teknis seperti bug atau kesalahan pada aplikasi juga menjadi hambatan yang mempengaruhi user satisfaction, yang pada akhirnya berdampak pada tingkat user engagement dalam menggunakan aplikasi tersebut. Penelitian ini bertujuan untuk mengeksplorasi bagaimana performance expectancy, effort expectancy, social influence, dan information quality berpengaruh terhadap user satisfaction yang dimediasi oleh user engagement. Survei dilakukan menggunakan tehnik purposive sampling karena peneliti ingin memilih responden dengan karakteristik khusus, yaitu pengguna aktif aplikasi MyPertamina yang telah melakukan transaksi bahan bakar dan non-tunai. Penelitian ini menggunakan pendekatan kuantitatif dengan alat analisis Structural Equation Modeling-Partial Least Square (SEM-PLS) dengan 130 sampel. Hasil penelitian menunjukkan bahwa performance expectancy, effort expectancy, social influence, dan information quality memiliki pengaruh positif dan signifikan terhadap user satisfaction, yang dimediasi oleh user engagement. Penelitian ini memberikan implikasi manajerial bagi pengembang aplikasi MyPertamina untuk terus meningkatkan kinerja aplikasi, kemudahan penggunaan, pengaruh sosial, dan kualitas informasi yang disediakan agar dapat meningkatkan kepuasan dan keterlibatan pengguna, serta mendukung penggunaan aplikasi secara berkelanjutan. Selain itu, pengembang aplikasi perlu memperhatikan umpan balik pengguna mengenai masalah teknis dan kualitas aplikasi untuk meningkatkan pengalaman pengguna secara keseluruhan.
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The MyPertamina application, developed by PT Pertamina, aims to enhance user experience in accessing fuel product services in Indonesia. However, despite its widespread use, the application still has some shortcomings. Some users feel that the application does not fully meet their expectations, especially regarding speed, reliability, and the accuracy of the information provided. Additionally, technical issues such as bugs or errors in the application also pose barriers that affect user satisfaction, which ultimately impacts the level of user engagement with the application. This study aims to explore how performance expectancy, effort expectancy, social influence, and information quality influence user satisfaction mediated by user engagement. A survey was conducted among active users of the MyPertamina application who had made transactions using the app. Purposive sampling was used in this study because the researcher wanted to select respondents with specific characteristics, namely active users of the MyPertamina application who had made fuel and non-cash transactions. This study employed a quantitative approach using Structural Equation Modeling-Partial Least Squares (SEM-PLS) with 130 samples. The results showed that performance expectancy, effort expectancy, social influence, and information quality had a positive and significant impact on user satisfaction, mediated by user engagement. This study provides managerial implications for MyPertamina app developers to continuously improve the app's performance, ease of use, social influence, and the quality of information provided in order to enhance user satisfaction and engagement, thereby supporting sustained app usage. Additionally, developers should pay attention to user feedback regarding technical issues and app quality to improve the overall user experience.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Effort Expectancy, Performance Expectancy, User Satisfaction, User Engagement, SEM-PLS |
| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Gerdathias Putra |
| Date Deposited: | 21 Jul 2025 04:01 |
| Last Modified: | 21 Jul 2025 04:01 |
| URI: | http://repository.its.ac.id/id/eprint/120215 |
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