ANALISIS KEPUASAN PENGGUNA APLIKASI BSI MOBILE DENGAN PENDEKATAN END-USER COMPUTING SATISFACTION (EUCS)

ANDREANTO PERMANA, . (2025) ANALISIS KEPUASAN PENGGUNA APLIKASI BSI MOBILE DENGAN PENDEKATAN END-USER COMPUTING SATISFACTION (EUCS). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna terhadap aplikasi BSI Mobile di wilayah DKI Jakarta. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengambilan sampel secara purposive sampling, yaitu dengan memilih responden yang dianggap paling relevan dan sesuai dengan tujuan penelitian. Dalam proses analisis data, digunakan beberapa metode, antara lain analisis deskriptif, analisis rata-rata, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), serta gap analysis. Penelitian ini mengacu pada model End-User Computing Satisfaction (EUCS) yang terdiri dari lima dimensi utama, yaitu content, accuracy, format, ease of use, dan timeliness. Hasil dari analisis deskriptif menunjukkan bahwa seluruh dimensi EUCS berada pada tingkat kepuasan yang sangat tinggi, begitu pula dengan tingkat kepentingan pengguna terhadap fitur-fitur aplikasi BSI Mobile yang juga tergolong sangat tinggi. Analisis rata-rata memperkuat hasil tersebut, di mana seluruh dimensi dinyatakan dalam kategori "sangat puas" dari sisi kepuasan dan "sangat penting" dari sisi kepentingan. Selanjutnya, hasil perhitungan Customer Satisfaction Index menunjukkan tingkat kepuasan pengguna yang sangat tinggi dengan nilai sebesar 83,95%. Namun, melalui metode Importance Performance Analysis dan Gap Analysis, ditemukan bahwa meskipun sebagian besar aspek telah berjalan dengan baik, masih terdapat beberapa area yang menunjukkan celah antara kinerja dan harapan pengguna. Area-area tersebut menjadi fokus utama untuk dilakukan perbaikan, sementara aspek-aspek dengan performa baik perlu terus dipertahankan. ***** This study aims to determine the level of user satisfaction with the BSI Mobile application in the DKI Jakarta area. A quantitative approach was employed in this research, using purposive sampling as the sampling technique by selecting respondents who were considered most relevant and aligned with the research objectives. Several data analysis methods were used, including descriptive analysis, mean analysis, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), and Gap Analysis. This study is based on the End-User Computing Satisfaction (EUCS) model, which consists of five key dimensions: content, accuracy, format, ease of use, and timeliness. The results of the descriptive analysis indicate that all EUCS dimensions fall within the "very high" satisfaction category. Similarly, the importance level of the BSI Mobile application features is also rated as "very high" and supported by all EUCS dimensions. The mean analysis further reinforces these findings, showing that all dimensions are categorized as "very satisfied" in terms of satisfaction and "very important" in terms of importance. Furthermore, the results of the Customer Satisfaction Index method show a "very high" level of satisfaction, with a score of 83.95%. However, through the Importance Performance Analysis and Gap Analysis methods, it was found that although most aspects have performed well, there are still several areas that reveal gaps between performance and user expectations. These areas should be prioritized for improvement, while aspects that are already performing well should be maintained.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Edo Suryawan Siregar, S.E., M.B.A 2). Adnan Kasofi, S.Pd., MBA
Subjects:	Manajemen > Manajemen , Business Manajemen > Manajemen Pemasaran Manajemen > Perilaku Konsumen
Divisions:	FE > D IV Pemasaran Digital
Depositing User:	Andreanto Permana .
Date Deposited:	31 Jul 2025 02:23
Last Modified:	31 Jul 2025 02:23
URI:	http://repository.unj.ac.id/id/eprint/56984

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