PENGARUH KUALITAS INFORMASI, KUALITAS SISTEM, DAN KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA APLIKASI JAKET BOAT DI JAKARTA

MUHAMMAD DZAKY ARIEF, . (2026) PENGARUH KUALITAS INFORMASI, KUALITAS SISTEM, DAN KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA APLIKASI JAKET BOAT DI JAKARTA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh kualitas informasi, kualitas sistem, dan kualitas layanan terhadap kepuasan pengguna aplikasi Jaket Boat, yaitu aplikasi pemesanan tiket transportasi kapal yang dikelola oleh Dinas Perhubungan (Dishub) Provinsi DKI Jakarta, khususnya pada wilayah pelayanan Kepulauan Seribu. Peningkatan permintaan layanan transportasi digital yang cepat, akurat, serta mudah diakses mendorong perlunya evaluasi efektivitas sistem layanan publik berbasis aplikasi digital dalam mendukung pelayanan transportasi laut. Penelitian ini menggunakan metode penelitian kuantitatif dengan pendekatan deskriptif. Data dikumpulkan melalui penyebaran kuesioner berbasis skala Likert 1–5 kepada 180 pengguna aktif aplikasi Jaket Boat yang dipilih. Sementara itu, gangguan teknis dan ketidakakuratan informasi terbukti menurunkan tingkat kepuasan pengguna. Penelitian ini memberikan rekomendasi kepada Dishub DKI Jakarta untuk terus meningkatkan performa teknis aplikasi, kualitas layanan pelanggan, dan penyempurnaan informasi real-time guna meningkatkan kenyamanan, kepercayaan, dan loyalitas masyarakat terhadap layanan transportasi kapal berbasis digital. ***** This study aims to examine and analyze the effect of information quality, system quality, and service quality on user satisfaction with the Jaket Boat application, a ship transportation ticket booking application managed by the Jakarta Provincial Transportation Agency (Dishub DKI Jakarta), particularly for the service area of the Thousand Islands (Kepulauan Seribu). The rapid increase in demand for digital transportation services that are fast, accurate, and easily accessible has driven the need to evaluate the effectiveness of a digital application based public service system in supporting maritime transportation services. This study uses a quantitative research method with a descriptive approach. Data were collected through the distribution of a questionnaire based on a 1–5 Likert scale to 180 selected active users of the Jaket Boat application. Meanwhile, technical disruptions and information inaccuracy were proven to decrease the level of user satisfaction. This study provides recommendations to Dishub DKI Jakarta to continuously improve the application's technical performance, customer service quality, and real-time information refinement in order to enhance the public's comfort, trust, and loyalty toward digital-based ship transportation services.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Diena Noviarini, SE., M.M.S.i.; 2). Fildzah Shabrina, S.Pd., M.Kom.
Subjects:	Manajemen > Manajemen Kantor, Organisasi Manajemen > Perilaku Konsumen
Divisions:	FE > S1 Bisnis Digital
Depositing User:	Muhammad Dzaky Arief .
Date Deposited:	11 Aug 2026 06:20
Last Modified:	11 Aug 2026 06:20
URI:	http://repository.unj.ac.id/id/eprint/69964

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