Analisis Kepuasan Pengguna IM3 Terhadap Aplikasi MyIM3 Menggunakan Metode End User Computing Satisfaction (EUCS) Termodifikasi
Kata Kunci:
aplikasi myIM3, kepuasan pengguna, end user computing satisfactionAbstrak
Penggunaan aplikasi telekomunikasi telah menjadi bagian dari budaya digital di Indonesia, termasuk aplikasi myIM3 yang digunakan untuk isi dan berbagi pulsa serta kuota. DKI Jakarta tercatat memiliki jumlah pengguna myIM3 terbanyak, dengan kelompok Gen Z (usia 17-27 tahun) sebagai mayoritas pengguna. Penelitian ini memiliki tujuan untuk menganalisis variabel-variabel yang memengaruhi kepuasan pengguna aplikasi myIM3 di DKI Jakarta. Model End User Computing Satisfaction digunakan dengan menambahkan tiga variabel dari model Delone & Mclean, yakni information quality, system quality, dan service quality. Data dikumpulkan secara kuantitatif melalui kuesioner yang disebarkan di social media. Sampel terdiri dari 280 responden yang didapatkan melalui teknik purposive sampling. Data yang diperoleh kemudian dianalisis menggunakan SEM-PLS pada SmartPLS 4. Hasil penelitian menunjukkan bahwa model memiliki prediksi relevansi yang tinggi sebesar 87,66%, serta lima dari delapan variabel yaitu accuracy, format, ease of use, system quality, dan service quality berpengaruh terhadap kepuasan pengguna. Sebaliknya, variabel content, timeliness, dan information quality tidak memiliki pengaruh pada kepuasan pengguna myIM3.
Referensi
Doll, W. J. & Torkzadeh, G., 1988. The Measurement of End-User Computing Satisfaction. Management Information Systems Research Center, University of Minnesota, 12(2), pp. 259-274.
Farikhah, S. ’Aisy and Nerisafitra, P., 2022. Analysis of User Satisfaction Level of myIM3 Application Using TAM Method. Applied Technology and Computing Science Journal, 4(2), pp.130–137. https://doi.org/10.33086/atcsj.v4i2.3096.
Fitriani, N., Astiti, S. and Amriza, R.N.S., 2023. Analisis Kepuasan Pengguna BIMA Menggunakan Integrasi Model EUCS Delone Mclean dan Self-Efficacy. Journal of Information System Research (JOSH), 4(2), pp.443–450. https://doi.org/10.47065/josh.v4i2.2658.
Hair, F., Risher, J., Sarstedt, M. & Ringle, C., 2019. When to use and how to report the results of PLS-SEM. European Business Review, 31(1), pp. 2-24.
Hair, J. et al., 2022. Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. 1st ed. Open Access Online: Springer.
Herman, Lutfia, Y., Harahap, M.Y., Maizan, M.R., William, F. and Siswono, 2020. Analysis of end user satisfaction level of ‘mytelkomsel’ services in indonesia using end user computer satisfaction approach. Proceedings of 2020 International Conference on Information Management and Technology, ICIMTech 2020, (August), pp.493–497. https://doi.org/10.1109/ICIMTech50083.2020.9211264.
Hermawan, G.C. and Suyatno, D.F., 2023. Analisis Kepuasan Pelanggan Terhadap Layanan Aplikasi Klik Indomaret Menggunakan Metode End User Computing Satisfaction (EUCS) dan DeLone and McLean. Journal of Emerging Information Systems and Business Intelligence), .
im3.id, 2023. im3.id. [Online]
Available at: https://im3.id/portal/id/PSMYIM3LANDING
[Accessed 1 9 2024].
Purwandani, I., 2018. Analisa Tingkat Kepuasan Pengguna Elearning Menggunakan EUCS dan Model Delone and McLean.
Ratnawati, S., Rahajeng, E. and Fauzan, R.D., 2023. User Satisfaction Analysis of Telecommunication Customer Service Mobile Applications Using the End User Computing Satisfaction (EUCS) Method. In: 2023 11th International Conference on Cyber and IT Service Management, CITSM 2023. Institute of Electrical and Electronics Engineers Inc. https://doi.org/10.1109/CITSM60085.2023.10455265.
Sambodo Rio Sasongko, 2021. Faktor-Faktor Kepuasan Pelanggan Dan Loyalitas Pelanggan (Literature Review Manajemen Pemasaran). Jurnal Ilmu Manajemen Terapan, 3(1), pp.104–114. https://doi.org/10.31933/jimt.v3i1.707.
Santosa, P. S., 2018. Metode Penelitian Kuantitatif - Pengembangan Hipotesis dan Pengujiannya Menggunakan SmartPls. I ed. Yogyakarta: ANDI.
Saputra, C., 2021. User Satisfaction Analysis of Mobile eProperty Management Application Using End-User Computing Satisfaction Method (Case Study : Apartments in Jakarta). Malang, IEEE.
Yudistira, A.R., Nuha, H.H. and Achmad, K.A., n.d. User Satisfaction Analysis of PeduliLindungi Application Using End User Computing Satisfaction (EUCS) Method.
Doll, W. J. & Torkzadeh, G., 1988. The Measurement of End-User Computing Satisfaction. Management Information Systems Research Center, University of Minnesota, 12(2), pp. 259-274.
Farikhah, S. ’Aisy and Nerisafitra, P., 2022. Analysis of User Satisfaction Level of myIM3 Application Using TAM Method. Applied Technology and Computing Science Journal, 4(2), pp.130–137. https://doi.org/10.33086/atcsj.v4i2.3096.
Fitriani, N., Astiti, S. and Amriza, R.N.S., 2023. Analisis Kepuasan Pengguna BIMA Menggunakan Integrasi Model EUCS Delone Mclean dan Self-Efficacy. Journal of Information System Research (JOSH), 4(2), pp.443–450. https://doi.org/10.47065/josh.v4i2.2658.
Hair, F., Risher, J., Sarstedt, M. & Ringle, C., 2019. When to use and how to report the results of PLS-SEM. European Business Review, 31(1), pp. 2-24.
Hair, J. et al., 2022. Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. 1st ed. Open Access Online: Springer.
Herman, Lutfia, Y., Harahap, M.Y., Maizan, M.R., William, F. and Siswono, 2020. Analysis of end user satisfaction level of ‘mytelkomsel’ services in indonesia using end user computer satisfaction approach. Proceedings of 2020 International Conference on Information Management and Technology, ICIMTech 2020, (August), pp.493–497. https://doi.org/10.1109/ICIMTech50083.2020.9211264.
Hermawan, G.C. and Suyatno, D.F., 2023. Analisis Kepuasan Pelanggan Terhadap Layanan Aplikasi Klik Indomaret Menggunakan Metode End User Computing Satisfaction (EUCS) dan DeLone and McLean. Journal of Emerging Information Systems and Business Intelligence), .
im3.id, 2023. im3.id. [Online]
Available at: https://im3.id/portal/id/PSMYIM3LANDING
[Accessed 1 9 2024].
Purwandani, I., 2018. Analisa Tingkat Kepuasan Pengguna Elearning Menggunakan EUCS dan Model Delone and McLean.
Ratnawati, S., Rahajeng, E. and Fauzan, R.D., 2023. User Satisfaction Analysis of Telecommunication Customer Service Mobile Applications Using the End User Computing Satisfaction (EUCS) Method. In: 2023 11th International Conference on Cyber and IT Service Management, CITSM 2023. Institute of Electrical and Electronics Engineers Inc. https://doi.org/10.1109/CITSM60085.2023.10455265.
Sambodo Rio Sasongko, 2021. Faktor-Faktor Kepuasan Pelanggan Dan Loyalitas Pelanggan (Literature Review Manajemen Pemasaran). Jurnal Ilmu Manajemen Terapan, 3(1), pp.104–114. https://doi.org/10.31933/jimt.v3i1.707.
Santosa, P. S., 2018. Metode Penelitian Kuantitatif - Pengembangan Hipotesis dan Pengujiannya Menggunakan SmartPls. I ed. Yogyakarta: ANDI.
Saputra, C., 2021. User Satisfaction Analysis of Mobile eProperty Management Application Using End-User Computing Satisfaction Method (Case Study : Apartments in Jakarta). Malang, IEEE.
Yudistira, A.R., Nuha, H.H. and Achmad, K.A., n.d. User Satisfaction Analysis of PeduliLindungi Application Using End User Computing Satisfaction (EUCS) Method.
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