Mutiara Puteri Utami, - (2024) ANALISIS TINGKAT KEPUASAN PENGGUNA APLIKASI BY.U MENGGUNAKAN METODE EUCS DAN IPA. S1 thesis, Universitas Pendidikan Indonesia.
Abstract
By.U merupakan produk seluler prabayar digital end-to-end (proses dari awal sampai akhir) pertama di indonesia untuk seluruh kebutuhan telekomunikasi yang dikembangkan khusus untuk segmen gen Z di Indonesia. Seiring dengan terus meningkatnya layanan yang diberikan. By.U juga terus mengalami peningkatan pengguna setiap tahunnya. Dalam 3 bulan terakhir Aplikasi By.U mendapatkan ulasan negatif, kemudian setelah dilakukan survei pendahuluan ada kendala pada aplikasi By.U antara lain aplikasi yang sering mengalami keluar paksa, sinyal yang buruk, dan UX writer yang kurang bisa dipahami. Oleh karena itu, tujuan dilakukannya penelitian ini untuk menganalisis tingkat kepuasan pengguna berdasarkan kinerja dan harapan pengguna pada aplikasi By.U menggunakan metode EUCS (End User Computing Satisfaction) dan IPA (Importance Performance Analysis). Penelitian ini menguji 7 variabel EUCS yaitu content, accuracy, format, timeliness, ease of use, speed of response, dan security. Hasil analisis menunjukkan tingkat kesesuaian aplikasi By.U masih <100% sehingga belum mencapai harapan pengguna, pada analisis kuadran IPA terdapat prioritas utama perbaikan pada item F2 (Kemudahan Format), dan pada analisis gap nilai skor yang dihasilkan secara keseluruhan masih negatif sehingga masih belum memenuhi harapan pengguna. Dari hasil analisis tersebut disimpulkan bahwa aplikasi By.U masih belum mencapai kepuasan pengguna dan perlu peningkatan kualitas produk dan layanan. By.U is the first end-to-end digital prepaid cellular product in Indonesia for all telecommunication needs developed specifically for the Gen Z segment in Indonesia. Along with the increasing services provided. By.U also continues to experience an increase in users every year. In the last 3 months, the By.U application has received negative reviews, then after a preliminary survey was conducted there were obstacles in the By.U application including applications that often experience forced exits, poor signals, and UX writers that are difficult to understand. Therefore, the purpose of this study was to analyze the level of user satisfaction based on user performance and expectations on the By.U application using the EUCS (End User Computing Satisfaction) and IPA (Importance Performance Analys) methods. This study tested 7 EUCS variables, namely content, accuracy, format, timeliness, ease of use, speed of response, and security. The results of the analysis show that the suitability level of the By.U application is still <100% so that it has not met user expectations, in the IPA quadrant analysis there is a main priority for improvement in item F2 (Ease of Format), and in the gap analysis the overall score value is still negative so that it still does not meet user expectations. From the results of the analysis, it is concluded that the By.U application still has not achieved user satisfaction and needs to improve the quality of products and services.
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S_BD_2005105_Title.pdf Download (464kB) |
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S_BD_2005105_Chapter 1.pdf Download (178kB) |
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S_BD_2005105_Chapter 2.pdf Restricted to Staf Perpustakaan Download (864kB) |
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S_BD_2005105_Chapter 3.pdf Download (355kB) |
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S_BD_2005105_Chapter 5.pdf Download (40kB) |
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S_BD_2005105_Appendix.pdf Restricted to Staf Perpustakaan Download (2MB) |
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | Link google scholar:m https://scholar.google.com/citations?hl=id&user=0YiI1x0AAAAJ ID SINTA Dosen Pembimbing: Rangga Gelar Guntara: 6738149 Btari Mariska Purwaamijaya: 6681170 |
| Uncontrolled Keywords: | Sistem Informasi, Kepuasan Pengguna, Aplikasi By.U, Metode EUCS, Metode IPA. Information System, User Satisfaction, By.U Application, EUCS Method, IPA Method |
| Subjects: | L Education > L Education (General) |
| Divisions: | UPI Kampus Tasikmalaya > S1 Bisnis Digital |
| Depositing User: | Mutiara Puteri Utami |
| Date Deposited: | 16 Oct 2024 08:03 |
| Last Modified: | 16 Oct 2024 08:03 |
| URI: | http://repository.upi.edu/id/eprint/126275 |
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