Nafisa, Nur Aida Isma (2022) Perancangan Gesits Learning Game Sebagai Strategi Untuk Meningkatkan Customer Engagement Calon Customer (Studi Kasus Penjualan Sepeda Motor Listrik Gesits PT. Solusi Produk Indonesia). Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penjualan sepeda motor listrik Gesits PT. Solusi Produk Indonesia di tahun 2021 sebanyak 32 unit belum memenuhi target perusahaan. Berdasarkan data survey, dari 33 responden 6% responden menjawab harga sepeda motor listrik lebih mahal dibandingkan sepeda motor bahan bakar minyak (konvensional). 10% responden menjawab beberapa merek sepeda motor listrik kurang terkenal. 34% responden menjawab performansi dan kualitas sepeda motor listrik belum terbukti. 47% responden menjawab kurangnya informasi mengenai ketersediaan tempat pembelian sepeda motor listrik dan ketersediaan bengkel maintenance sepeda motor listrik. Dari hasil survey di atas, diduga informasi ketersediaan tempat pembelian, ketersediaan bengkel maintenance, performansi, dan kualitas sepeda motor listrik Gesits belum diketahui oleh responden. Berdasarkan permasalahan tersebut, penelitian ini melakukan perancangan gamification platform bernama Gesits learning game sebagai strategi untuk meningkatkan customer engagement calon customer sepeda motor listrik Gesits dan menyusun customer engagement maturity scorecard. Kriteria responden pada penelitian ini yaitu pria dan wanita generasi Z usia (20-24 tahun) dan Y/Millennials usia (25-40 tahun) berdomisili Surabaya yang tidak memiliki sepeda motor listrik dan belum pernah mencoba sepeda motor listrik. Hasil uji customer engagement maturity level pada responden sebelum menggunakan Gesits learning game didapatkan rata-rata nilai sebesar 1,14 berada di level 2 (aware). Hasil uji customer engagement maturity level pada responden setelah menggunakan Gesits learning game didapatkan rata-rata sebesar 3,84 berada di level 4 (engage). Dari hasil uji diatas, perusahaan perlu mengevaluasi kembali strategi yang telah dilakukan atau perusahaan dapat mengimplementasikan Gesits learning game di website perusahaan.
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Sales of Gesits electric motorcycles PT. Solusi Produk Indonesia in 2021 as many as 32 units have not met the company's target. Based on survey data, out of 33 respondents, 6% of respondents answered that the price of electric motorcycles was more expensive than conventional fuel-oil motorcycles. 10% of respondents answered that some brands of electric motorcycles are less well known. 34% of respondents answered that the performance and quality of electric motorcycles has not been proven. 47% of respondents answered the lack of information regarding the availability of places to buy electric motorcycles and the availability of electric motorcycle maintenance workshops. From the survey results above, it is suspected that respondents did not know the information on the availability of places of purchase, availability of maintenance workshops, performance, and quality of the Gesits electric motorcycle. Based on these problems, this study designed a gamification platform called Gesits learning game as a strategy to increase customer engagement for prospective Gesits electric motorcycle customers and create a customer engagement maturity scorecard. The criteria for respondents in this study were men and women of generation Z aged (20-24 years) and Y/Millennials aged (25-40 years) domiciled in Surabaya who did not own an electric motorcycle and had never tried an electric motorcycle. The results of the customer engagement maturity level test on respondents before using the Gesits learning game obtained an average value of 1.14 at level 2 (aware). The results of the customer engagement maturity level test on respondents after using the Gesits learning game obtained an average of 3.84 at level 4 (engage). From the test results above, the company needs to re-evaluate the strategy that has been carried out or the company can implement the Gesits learning game on the company website
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Gamification, Customer Engagement, Customer Engagement Maturity Level, Customer Engagement Maturity Scorecard |
| Subjects: | H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations |
| Divisions: | Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | Mr. Marsudiyana - |
| Date Deposited: | 18 Feb 2026 03:00 |
| Last Modified: | 18 Feb 2026 03:00 |
| URI: | http://repository.its.ac.id/id/eprint/132487 |
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