ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PENGGUNAAN APLIKASI LINKAJA DENGAN METODE END USER COMPUTING SATISFACTION (EUCS)

CHRISTINA RAISSA DONGORAN, . (2025) ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PENGGUNAAN APLIKASI LINKAJA DENGAN METODE END USER COMPUTING SATISFACTION (EUCS). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Dompet digital semakin banyak digunakan di Indonesia, termasuk LinkAja yang merupakan hasil kolaborasi BUMN. Namun, kepuasan pengguna LinkAja tercatat lebih rendah dibanding pesaingnya. Penelitian ini bertujuan mengukur kepuasan pengguna LinkAja dengan metode End User Computing Satisfaction (EUCS) yang mencakup lima dimensi: Content, Accuracy, Format, Ease of Use, dan Timeliness. Sebanyak 107 responden aktif berusia produktif menjadi sampel penelitian melalui survei online. Teknik analisis data dalam penelitian ini menggunakan regresi ordinal untuk mengetahui pengaruh masing-masing variabel independen terhadap kepuasan pengguna. Hasil analisis menunjukkan tiga variabel berpengaruh signifikan terhadap kepuasan pengguna, yaitu Timeliness (β = 0,444; p = 0,000) sebagai faktor dominan, diikuti Accuracy (β = 0,300; p = 0,002), dan Ease of Use (β = 0,190; p = 0,029). Sementara itu, Content dan Format tidak berpengaruh signifikan. Penelitian menyimpulkan bahwa kepuasan pengguna LinkAja lebih ditentukan oleh ketepatan waktu, keakuratan informasi, dan kemudahan penggunaan aplikasi. ***** Digital wallets are increasingly used in Indonesia, including LinkAja, which is a collaboration of state-owned enterprises (BUMN). However, user satisfaction with LinkAja is recorded as lower compared to its competitors. This study aims to measure user satisfaction with LinkAja using the End User Computing Satisfaction (EUCS) method, which consists of five dimensions: Content, Accuracy, Format, Ease of Use, and Timeliness. A total of 107 active respondents of productive age participated in this study through an online survey. Data were analyzed using ordinal regression to determine the effect of each independent variable on user satisfaction. The results show that three variables significantly influence user satisfaction, namely Timeliness (β = 0.444; p = 0.000) as the dominant factor, followed by Accuracy (β = 0.300; p = 0.002), and Ease of Use (β = 0.190; p = 0.029). Meanwhile, Content and Format were found to have no significant effect. The study concludes that LinkAja user satisfaction is primarily determined by service timeliness, information accuracy, and ease of use.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Ali Idrus, S.Kom., M.Kom. ; 2). Murien Nugraheni, S.T., M.Cs.
Subjects:	Teknologi dan Ilmu Terapan > Teknik Komputer
Divisions:	FT > S1 Sistem dan Teknologi Informasi
Depositing User:	Christina Raissa Dongoran .
Date Deposited:	23 Jan 2026 08:21
Last Modified:	23 Jan 2026 08:21
URI:	http://repository.unj.ac.id/id/eprint/63550

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