ANALISIS KUALITAS LAYANAN APLIKASI MOBILE ACCESS BY KAI MENGGUNAKAN METODE MOBILE SERVICE QUALITY (MS-QUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

    Atthaya Layla Zhafira Hilwana, - and Syti Sarah Maesaroh, - and Muhammad Rizki Nugraha, - (2025) ANALISIS KUALITAS LAYANAN APLIKASI MOBILE ACCESS BY KAI MENGGUNAKAN METODE MOBILE SERVICE QUALITY (MS-QUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA). S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    Penelitian ini bertujuan untuk menganalisis kualitas layanan aplikasi mobile Access by KAI, khususnya kualitas layanan pemesanan tiket kereta. Kualitas layanan dianalisis menggunakan sembilan dimensi yang terdapat pada metode Mobile Service Quality (MS-QUAL), yaitu efficiency, system availability, content, privacy, fulfillment, responsiveness, compensation, contact, dan billing yang dinilai berdasarkan dua perangkat skor, yaitu importance dan performance. Jenis penelitian ini adalah deskriptif kuantitatif dengan pendekatan komparatif yang ada pada metode kuantitatif. Sumber data penelitian ini adalah primer dan sekunder. Teknik pengumpulan data menggunakan kuesioner. Sampel penelitian diambil menggunakan teknik probability sampling dengan pendekatan simple random sampling dengan jumlah responden sebanyak 400. Data yang diperoleh dianalisis secara deskriptif menggunakan analisis kesenjangan pada metode Mobile Service Quality (MS-QUAL) dan analisis tingkat kesesuaian serta analisis kuadran IPA pada metode Importance Performance Analysis (IPA). Uji statistik nonparametrik menggunakan Wilcoxon Signed-Rank Test juga dilakukan guna menguji hipotesis penelitian. Hasil penelitian menunjukkan bahwa secara keseluruhan, kualitas layanan aplikasi mobile Access by KAI masih tergolong kurang baik karena nilai kesenjangan keseluruhannya adalah -0,75, tingkat kesesuaian keseluruhan 84,48%, terdapat tujuh atribut yang menjadi prioritas perbaikan kualitas layanan pada kuadran I IPA, dan terdapat perbedaan signifikan antara kepentingan/harapan (importance) dengan kinerja (performance) dari seluruh dimensi Mobile Service Quality (MS-QUAL) yang digunakan untuk menganalisis kualitas layanan aplikasi mobile Access by KAI. This study aims to analyze the service quality of the Access by KAI mobile application, particularly the quality of the train ticket booking service. The service quality is analyzed using the nine dimensions of the Mobile Service Quality (MS-QUAL) method, namely efficiency, system availability, content, privacy, fulfillment, responsiveness, compensation, contact, and billing, which are assessed based on two scoring measures, importance and performance. This research is a descriptive quantitative study with a comparative approach within the quantitative method. The data sources used are both primary and secondary. Data collection was carried out using a questionnaire. The research sample was taken using a probability sampling technique with a simple random sampling approach, involving 400 respondents. The data obtained were analyzed descriptively using gap analysis based on the MS-QUAL method, and the conformity level analysis along with the IPA quadrant analysis using the Importance Performance Analysis (IPA) method. A non-parametric statistical test, the Wilcoxon Signed-Rank Test, was also conducted to test the research hypothesis. The results of the study show that, overall, the service quality of the Access by KAI mobile Application is still considered inadequate, with an overall gap value of -0,75, an overall conformity level of 84,48%, seven attributes identified as priorities for service quality improvement in IPA quadrant I, and a significant difference found between importance and performance accross all MS-QUAL dimensions used to analyze the mobile application’s service quality.

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    Official URL: https://repository.upi.edu/
    Item Type: Thesis (S1)
    Additional Information: https://scholar.google.com/citations?user=amlIp18AAAAJ&hl=en ID SINTA Dosen Pembimbing: Syti Sarah Maesaroh: 6681118 Muhammad Rizki Nugraha: 6770726
    Uncontrolled Keywords: Kualitas Layanan, MS-QUAL, IPA, Aplikasi Mobile, Access by KAI Service Quality, MS-QUAL, IPA, Mobile Application, Access by KAI
    Subjects: L Education > L Education (General)
    Divisions: UPI Kampus Tasikmalaya > S1 Bisnis Digital
    Depositing User: Atthaya Layla Zhafira Hilwana
    Date Deposited: 16 Oct 2025 04:32
    Last Modified: 16 Oct 2025 04:32
    URI: http://repository.upi.edu/id/eprint/143257

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