ANALISIS KEPUASAN PENGGUNA TERHADAP APLIKASI TELEGRAM MENGGUNAKAN METODE EUCS (END USER COMPUTING SATISFACTION)

USER SATISFACTION ANALYSIS OF THE TELEGRAM APPLICATION USING THE EUCS (END USER COMPUTING SATISFACTION) METHOD

Telegram is a cloud-based instant messaging application that focuses on speed and security. Telegram is designed to make it easy for users to send text, audio, document, video, image, and sticker messages securely to each other. The Telegram application itself is used as a social media with various superior features such as groups with members of up to thousands of people, public channels, bot features, and a fairly good security system. Many people use Telegram for personal communication, work, and as a medium for sharing information within the community. This study aims to assess the level of user satisfaction and identify factors that can influence user satisfaction with the Telegram application. Data collection was carried out through a survey in the form of a Google Form questionnaire distributed online through social media to Telegram application users of the Faculty of Engineering, Information Systems Study Program, State University of Surabaya. This study uses the End User Computing Satisfaction (EUCS) method to determine user satisfaction with the Telegram application. The results of this study indicate that user satisfaction is known to be content (3.95), Accuracy (3.91), Format (3.89), Ease of Use (3.91), Format (3.89) included in the satisfied predicate. This means users are satisfied with using the Telegram app. The factors proven to influence end-user satisfaction, based on this study, are ease of use (as measured by user satisfaction) and format (as measured by user satisfaction).