Evaluasi Atribut Kualitas Layanan Online Meeting Google Meet Menurut Persepsi Pengguna Menggunakan Metode IPA-Kano dan Partial Least Square-Structural Equation Modelling (PLS-SEM)

Munadhiaksa, Raden Rahmat (2021) Evaluasi Atribut Kualitas Layanan Online Meeting Google Meet Menurut Persepsi Pengguna Menggunakan Metode IPA-Kano dan Partial Least Square-Structural Equation Modelling (PLS-SEM). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Pandemi COVID-19 menimbulkan tren peningkatan penggunaan aplikasi online meeting sebagai konsekuensi dari adanya kebijakan pembatasan aktivitas fisik (Physical Distancing) di seluruh dunia. Salah satu layanan yang populer digunakan untuk online meeting adalah google meet. Layanan ini tercatat memiliki peningkatan jumlah unduhan di 4 negara pada kuartal 4 tahun 2019 dibanding kuartal yang sama pada tahun sebelumnya. Layanan ini juga termasuk populer di Indonesia karena digunakan oleh 74% responden untuk bekerja dari rumah (Work From Home) berdasarkan survei yang dilakukan oleh Hanadian Nurhayati-Wolff pada Mei 2020. Meskipun demikian, aplikasi ini masih kalah saing dengan beberapa kompetitor terlihat dari posisi aplikasi ini dalam competitive matrix masih berada dalam posisi 7 dari 15 aplikasi dalam kuadran leader dengan nilai yang sangat ketat dengan aplikasi lain. Sehingga agar dapat bertahan maupun memenangkan persaingan, pengembang perlu untuk memahami kualitas produk/jasa yang dimiliki untuk menjalankan strategi bisnis secara efektif. Hasil analisis karakteristik atribut menggunakan metode IPA-Kano menunjukan bahwa dari 23 atribut yang diteliti terdapat 5 atribut yang harus dimiliki layanan agar tetap bertahan dalam pasar online meeting (survival) , 8 atribut yang menjadi senjata utama untuk memenangkan persaingan (main weapon), 1 atribut yang dapat menjadi masalah bagi kepuasan pengguna apabila dibiarkan tidak memberi pelayanan terbaik (chronic disease), 3 atribut yang memiliki potensi terpendam untuk meningkatkan kepuasan pengguna (rough stone), serta 5 atribut indifferent, atribut yang keberadaannya tidak memengaruhi kepuasan pengguna. Selain itu, hasil analisis karakteristik atribut dengan metode PLS-SEM menunjukkan bahwa kualitas tidak berpengaruh langsung terhadap daya saing, melainkan memengaruhi nilai dirasakan, lalu nilai tersebut memengaruhi kepuasan pengguna, dan kepuasan pengguna memengaruhi daya saing. Rekomendasi perbaikan kualitas yang diberikan dalam penelitian ini diantaranya adalah meningkatkan promosi fitur papan tulis virtual (virtual whiteboard), menambahkan fitur papan virtual whiteboard dan pergantian tata letak rapat (meeting layout) sebagai menu utama, serta menambahkan fitur berbagi dokumen secara langsung (direct- document sharing) dalam ruang rapat daring (online meeting room). ====================================================================================================== The COVID-19 pandemic has led to an increasing trend in the use of online meeting services as a consequence of physical distancing policy worldwide. One of the popular services used for online meetings is Google Meet. This service is noted to have an increase in the number of downloads in 4 countries in the 4th quarter of 2019 compared to the same quarter in the previous year. This service is also popular in Indonesia because it is used by 74% of respondents for “Work From Home” based on a survey conducted by Hanadian Nurhayati-Wolff in May 2020. However, this application is still unable to compete with several competitors as seen from the position of the application. This in the competitive matrix is still in 7th position out of 15 applications in the leader quadrant with a very tight score with other applications. So that in order to survive or win the competition, developers need to understand the quality of their products/services to carry out business strategies effectively. The results of the analysis of attribute characteristics using the IPA-Kano method show that among the 23 attributes studied there are 5 attributes that this service must have in order to survive in the online meeting market (survival attributes) market, 8 attributes that are the main weapons to win the competition (main weapon attributes), 1 attribute which can be a problem for user satisfaction if left not providing the best service (chronic disease attribute), 3 attributes that have latent potential to increase user satisfaction (rough stone attributes), and 5 indifferent attributes, attributes whose their existence does not affect user satisfaction. In addition, the results of the analysis of attribute characteristics also consider perceptions of the perceived value by users (perceived value), satisfaction (satisfaction), and product competitiveness using the PLS-SEM method, indicating that quality does not directly affect competitiveness, but rather affects perceived value. then the value affects user satisfaction, and user satisfaction affects competitiveness. The quality improvement recommendations given in this study include increasing the promotion of the virtual whiteboard feature, adding the virtual whiteboard and meeting layout features as the main menu, and adding the direct document sharing feature in the meeting room.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Atribut Kualitas, Daya Saing, Importance Performance Analysis – Kano (IPA-Kano),Partial Least Square-Structural Equation Modelling (PLS-SEM), Online Meeting =================================================================================================== Competitiveness, Importance Performance Analysis – Kano (IPA-Kano), Partial Least Square-Structural Equation Modelling (PLS-SEM), Quality Attribute, Online meeting
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
Q Science > QA Mathematics > QA278.3 Structural equation modeling.
T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance
T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control)
Divisions: Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User: Raden Rahmat Munadhiaksa
Date Deposited: 20 Aug 2021 01:35
Last Modified: 20 Aug 2021 01:35
URI: https://repository.its.ac.id/id/eprint/87805

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