ANALISIS TINGKAT KEPUASAN PELANGGAN PADA APLIKASI SOCIOLLA DI DKI JAKARTA

HANIFAH RAHMAWATI, . (2024) ANALISIS TINGKAT KEPUASAN PELANGGAN PADA APLIKASI SOCIOLLA DI DKI JAKARTA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan pada aplikasi Sociolla di DKI Jakarta. Pada penelitian ini menggunakan pendekatan kuantitatif dengan teknik sampel purposive sampling. Sedangkan teknik analisis data yang digunakan ialah analisis deskriptif, customer satisfaction index, importance performance analysis, dan GAP analysis. Dimensi pada penelitian ini menggunakan model end user computing satisfaction (EUCS) yaitu dimensi content, accuracy, format, ease of use, dan timeliness. Pada hasil penelitian dengan metode analisis deskriptif tingkat kepentingan dari beberapa aspek untuk aplikasi Sociolla adalah "sangat penting" yang didukung oleh dimensi ease of use, timeliness, dan content, serta pada tingkat kepuasan aplikasi Sociolla pelanggan sudah "sangat puas" yang di dukung oleh dimensi content, ease of use, dan accuracy. Pada hasil penelitian metode customer satisfaction index menunjukkan bahwa pelanggan merasa "sangat puas" yang didukung oleh dimensi content, dan ease of use. Pada hasil metode importance performance analysis terdapat beberapa area yang perlu diperbaiki dan dipertahankan. ***** This study aims to determine the level of customer satisfaction on the Sociolla application in DKI Jakarta. This study uses a quantitative approach with a purposive sampling technique. While the data analysis techniques used are descriptive analysis, customer satisfaction index, importance performance analysis, and GAP analysis. The dimensions in this study use the end user computing satisfaction (EUCS) model, namely the dimensions of content, accuracy, format, ease of use, and timeliness. In the results of the study using the descriptive analysis method, the level of importance of several aspects for the Sociolla application is "very important" which is supported by the dimensions of ease of use, timeliness, and content, and at the level of satisfaction with the Sociolla application, customers are already "very satisfied" which is supported by the dimensions of content, ease of use, and accuracy. The results of the customer satisfaction index method showed that customers felt "very satisfied" which was supported by the dimensions of content, and ease of use. In the results of the importance performance analysis method, there are several areas that need to be improved and maintained.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dra. Solikhah, MM. ; 2). Nofriska Krissanya, S.E., M.B.A
Subjects:	Manajemen > Manajemen Pemasaran Manajemen > Perilaku Konsumen
Divisions:	FE > D IV Pemasaran Digital
Depositing User:	Hanifah Rahmawati .
Date Deposited:	12 Aug 2024 22:53
Last Modified:	12 Aug 2024 22:53
URI:	http://repository.unj.ac.id/id/eprint/49680

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