Analisis Penerimaan User Terhadap Penggunaan Aplikasi Mobile Pocket Office Pada Divisi Operational PT. XYZ Menggunakan Pengembangan UTAUT 2 Dan Customer Journey

Afandi, Farid (2020) Analisis Penerimaan User Terhadap Penggunaan Aplikasi Mobile Pocket Office Pada Divisi Operational PT. XYZ Menggunakan Pengembangan UTAUT 2 Dan Customer Journey. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Saat ini teknologi komunikasi dan inovasi memainkan peran penting dalam pertumbuhan ekonomi. Hal ini juga berakibat pada kompetisi antar bisnis yang semakin ketat. Pada tahun 2019 perusahaan PT. XYZ yang bergerak dibidang pelayaran dan logistik meluncurkan aplikasi berbasis mobile pocket office untuk meningkatkan kualitas pelayanan khususnya pada divisi operasional. Namun penggunaan aplikasi mobile pocket office ini belum bisa berjalan dengan maksimal karena adanya fluktuasi dalam penggunaan. Penelitian ini melakukan analisis faktor-faktor yang mempengaruhi penerimaan user terhadap penggunaan aplikasi mobile pocket office dengan mengembangkan model UTAUT 2 yang diperluas bedasarkan variable perceived risk (PR), personal innovativeness (SINN) dan trust (TR). Penelitian ini menggunakan sampel sebanyak 243 responden. Bedasarkan hasil analisis PLS-SEM dari 11 hipotesis yang diuji, 2 diantaranya ditolak. Variable Habit (HB) memiliki pengaruh terbesar terhadap Use Behaviour (UB) dan Variable Hedonic Motivation (HM) memiliki pengaruh terbesar terhadap Behavioural Intention (BI). Model yang diajukan berhasil menjelaskan 85.7% pengaruhnya terhadap Behavioural Intention (BI) dan 72.1% terhadap Use Behavior (UB) pada penggunaan aplikasi. Variable yang ditolak yaitu perceived risk (PR) dan effort expectancy (EE), hasil ini menunjukkan adanya effort besar yang dirasakan oleh user, dan resiko penggunaan yang tinggi menurunkan minat dalam penggunaan aplikasi. Hasil analisis Customer Journey Mapping (CJM) menunjukkan bahwa penginputan data yang banyak, sinyal internet yang tidak mendukung dan pekerjaan dilapangan yang overload menjadi penyebab utama fluktuasi dalam penggunaan teknologi mobile pocket office dilapangan. Hasil analisis ini dapat menjadi rekomendasi dan saran kepada perusahaan PT.XYZ dalam mengembangkan aplikasi lebih lanjut. ====================================================================================================== Nowadays technology communication and innovation play an important role in economic growth. This causes competition between businesses to become increasingly fierce. In 2019 the company PT. XYZ, which is engaged in shipping and logistics, launched a mobile pocket office-based application to improve service quality, especially in the operational division. However, the usage of this pocket office mobile application has not been able to run optimally due to fluctuations in usage. This study analyzed the factors that influence user acceptance of the use of the pocket office mobile application by developing an expanded UTAUT 2 model based on the variable perceived risk (PR), personal innovativeness (SINN), and trust (TR). This study used a sample of 243 respondents. Based on the results of the PLS-SEM analysis of the 11 tested hypotheses, 2 of them were rejected. Variable Habit (HB) has the greatest influence on Use Behavior (UB) and Variable Hedonic Motivation (HM) has the greatest influence on Behavioral Intention (BI). The proposed model succeeds in explaining 85.7% of its effect on Behavioral Intention (BI) and 72.1% on Use Behavior (UB) on application usage. The rejected variables are Perceived Risk and Effort Expectancy, this result shows that there is a big effort felt by the user, and a high risk of use reduces interest in using the application. The results of the Customer Journey Mapping (CJM) analysis show that a lot of data input, unsupportive internet signals, and overloaded fieldwork are the main causes of fluctuations in the use of mobile pocket office technology in the field. The results of this analysis can be used as recommendations and suggestions to the company PT. XYZ in developing further applications.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Mobile Application, UTAUT2, Innovation Technology, Management of Decision, Customer Journey
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD30.213 Management information systems. Dashboards. Enterprise resource planning.
H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
H Social Sciences > HF Commerce > HF5549.5.J63 Job satisfaction (Personnel management)
T Technology > T Technology (General) > T58.6 Management information systems
Divisions: Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management
Depositing User: Farid Afandi
Date Deposited: 11 Feb 2021 04:40
Last Modified: 11 Feb 2021 04:40
URI: https://repository.its.ac.id/id/eprint/82642

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