ANALISIS TINGKAT KEPUASAN PENGGUNA APLIKASI GOPAY DI WILAYAH DKI JAKARTA

HANIF GIRI SHIHAB, . (2025) ANALISIS TINGKAT KEPUASAN PENGGUNA APLIKASI GOPAY DI WILAYAH DKI JAKARTA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Studi ini menganalisis kepuasan pengguna Gopay di wilayah DKI Jakarta. Di tengah pertumbuhan pesat ekonomi digital Indonesia dan peralihan ke transaksi tanpa tunai, peran Gopay sebagai dompet digital terkemuka sangat krusial, sehingga kepuasan pengguna menjadi kunci untuk keberlanjutan bisnis. Dengan pendekatan deskriptif kuantitatif, data dikumpulkan melalui survei dari 170 pengguna Gopay di DKI Jakarta. Data dianalisis menggunakan analisis deskriptif dan analisis faktor eksploratori dengan SPSS versi 25. Analisis deskriptif menunjukan responden memiliki persepsi yang sangat positif di semua lima dimensi dalam teori end user computing satisfaction: content, accuracy, format, ease of use, dan timeliness. Analisis faktor mengidentifikasi lima faktor yaitu completeness, accurate, appearance, easy to understand, dan information availability. Temuan ini memberikan wawasan berharga bagi Gopay untuk meningkatkan layanan dan memperkuat loyalitas pengguna dengan fokus pada aspek-aspek kritis kualitas aplikasi. ***** This study analyzes Gopay user satisfaction in DKI Jakarta area. Amidst Indonesia's booming digital economy and the shift to cashless transactions, Gopay's role as a leading e-wallet is crucial, making user satisfaction vital for business sustainability. Employing a quantitative descriptive approach, data was collected via surveys from 170 Gopay users in DKI Jakarta, primarily young adults (18-29) and students. Data were analyzed using descriptive and exploratory factor analysis with SPSS version 25. Descriptive analysis showed respondents hold a highly positive perception across all five satisfaction dimensions: Content, Accuracy, Format, Ease of Use, and Timeliness. Factor analysis extracted five key factors—Completeness, Accurate, Appearance, Easy to Understand, and Information Availability—collectively explaining 68.601% of the total variance. These factors significantly contribute to overall user satisfaction. The findings offer valuable insights for Gopay to enhance services and foster user loyalty by focusing on these critical aspects of application quality.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Setyo Ferry Wibowo, S.E. M.Si. ; 2). Shandy Aditya, BIB., MPBS.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > D IV Pemasaran Digital
Depositing User:	Hanif Giri Shihab .
Date Deposited:	14 Aug 2025 05:17
Last Modified:	14 Aug 2025 05:17
URI:	http://repository.unj.ac.id/id/eprint/60471

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