EVALUASI KUALITAS LAYANAN APLIKASI FINGOAL BERBASIS MOBILE DENGAN M-S-QUAL

Muhammad Mikail Ziyad, - and Dian Permata Sari, - (2025) EVALUASI KUALITAS LAYANAN APLIKASI FINGOAL BERBASIS MOBILE DENGAN M-S-QUAL. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Penelitian ini bertujuan untuk mengevaluasi kualitas layanan aplikasi Fingoal berbasis mobile menggunakan pendekatan M-S-QUAL yang terdiri atas lima dimensi: Efficiency, System Availability, Fulfillment, Privacy, dan Responsiveness. Penelitian dilakukan secara kuantitatif dengan metode deskriptif-evaluatif dan desain cross-sectional, melibatkan 30 responden yang menggunakan aplikasi dalam simulasi selama dua minggu. Hasil analisis deskriptif menunjukkan bahwa kualitas layanan aplikasi secara umum positif. Privacy memperoleh skor tertinggi (mean = 4.27), diikuti oleh Efficiency (4.21) dan Fulfillment (4.13), yang seluruhnya berada dalam kategori “Sangat Baik”. System Availability (3.67) dan Responsiveness (3.58) berada pada kategori “Baik”, namun mengindikasikan adanya variabilitas pengalaman pengguna dan kebutuhan perbaikan lebih lanjut. Temuan ini menegaskan bahwa Fingoal telah memenuhi ekspektasi pengguna awal, khususnya dalam hal keamanan data dan kemudahan penggunaan. Namun, peningkatan pada stabilitas sistem dan ketanggapan layanan diperlukan untuk menciptakan pengalaman yang lebih konsisten. Penelitian ini juga menunjukkan bahwa model M-S-QUAL relevan digunakan untuk mengevaluasi aplikasi fintech dalam tahap awal pengembangan. _____ This study aims to evaluate the service quality of the Fingoal mobile application using the M-S-QUAL framework, which consists of five dimensions: Efficiency, System Availability, Fulfillment, Privacy, and Responsiveness. Fingoal is an AI-based personal finance planning application currently in its early adoption stage. The research employed a quantitative descriptive-evaluative approach with a cross-sectional design, involving 30 participants who used the app in a two-week simulation. Descriptive analysis shows that overall service quality is perceived positively. The Privacy dimension achieved the highest mean score (4.27), followed by Efficiency (4.21) and Fulfillment (4.13), all rated as “Very Good.” Meanwhile, System Availability (3.67) and Responsiveness (3.58) were rated “Good,” yet indicate variability in user experience and areas requiring further improvement. The findings suggest that Fingoal largely meets early users’ expectations, particularly in terms of data security and ease of use. However, improvements in system stability and responsiveness are necessary to enhance user experience. The study also supports the applicability of M-S-QUAL in evaluating fintech applications at the early development stage.

	Text S_PSTI_2106132_Title.pdf Download (497kB)
	Text S_PSTI_2106132_Chapter1.pdf Download (287kB)
	Text S_PSTI_2106132_Chapter2.pdf Restricted to Staf Perpustakaan Download (345kB)
	Text S_PSTI_2106132_Chapter3.pdf Download (309kB)
	Text S_PSTI_2106132_Chapter4.pdf Restricted to Staf Perpustakaan Download (348kB)
	Text S_PSTI_2106132_Chapter5.pdf Download (275kB)
	Text S_PSTI_2106132_Appendix.pdf Restricted to Staf Perpustakaan Download (1MB)

Item Type:	Thesis (S1)
Additional Information:	https://scholar.google.com/citations?hl=id&user=ISyK458AAAAJ&view_op=list_works&gmla=AH8HC4xCURRKhgsaFhWh_wvew4nCQPJ9Zs9cSAjRgKn3uHfYHcMWXuYAFoeHrvBHYMOoRuPJD3nCq89MPu6hXexPA3XbqWNgRw9rJNAblRgl4oVZ_SHdiz4LzmO1g14JIho_24XUVag ID SINTA Dosen Pembimbing: Dian Permata Sari: 6160445
Uncontrolled Keywords:	Kualitas Layanan, Aplikasi Mobile, M-S-QUAL, Fintech, Fingoal Service Quality, Mobile Application, M-S-QUAL, Fintech, Fingoal
Subjects:	L Education > L Education (General) T Technology > T Technology (General)
Divisions:	UPI Kampus Purwakarta > S1 Pendidikan Sistem Teknologi dan Informasi
Depositing User:	Muhammad Mikail Ziyad
Date Deposited:	01 Sep 2025 04:17
Last Modified:	01 Sep 2025 04:17
URI:	http://repository.upi.edu/id/eprint/136806

Actions (login required)

View Item