Analisis Kepuasan Pelanggan Terhadap Layanan Aplikasi Klik Indomaret Menggunakan Metdoe End User Computing Satisfaction (EUCS) dan DeLone and McLean

Analysis of Customer Satisfaction with Klik Indomaret Application Services Using the End User Computing Satisfaction (EUCS) Method and DeLone and McLean

    Klik Indomaret adalah layanan aplikasi E-commerce PT. Indomarco Prismatama yang diciptakan untuk menjadi saluran online yang dapat dijangkau oleh pelanggan Klik Indomaret. Model yang digunakan penelitian ini ialah model End User Computing Satisfaction (EUCS) dan DeLone and McLean. End User Computing Satisfaction (EUCS) memiliki arti adalah metode perbandingan antara kenyataan dan harapan (realita). DeLone and McLean artinya sebuah model guna pengindentifikasi faktor penyebab suksesnya sebuah sistem informasi. Tujuan penelitian ini adalah memberikan informasi yang akan menjadi referensi dalam mengelola dan memperbaiki layanan aplikasi seperti (1) mengetahui tingkat kepuasan pelanggan terhadap layanan aplikasi Klik Indomaret dan (2) menguji beberapa faktor yang ada pengaruh akan kepuasan pelanggan terhadap layanan aplikasi Klik Indomaret. Metode yang dipergunakan guna penelitian yaitu metode kuantitatif. Diawali dengan kegiatan observasi. Kegiatan ini bertujuan untuk memperoleh hasil pengamatan terhadap ulasan ulasan layanan Aplikasi Klik Indomaret. Lalu di lakukan kegiatan survei dengan menyebar kuesioner secara online dalam bentuk google form kepada responden. Hasil dari penelitian menyatakan ukuran tingkat kepuasan pelanggan terhadap layanan aplikasi Klik Indomaret secara keseluruhan berada pada tingkat sangat puas. Dengan hasil ini diharapkan layanan aplikasi Klik Indomaret dapat mempertahankan atau meningkatkan kembali terkait kepuasan pelanggannya. Beberapa variabel yang dapat ditingkatkan kembali agar berpengaruh signifikan seperti content, format, information quality, service quality, dan timeliness. Namun beberapa variabel yang dapat ditingkatkan kembali akan tetapi tidak berpengaruh signifikan seperti accuracy, easy of use, dan system quality.

    Klik Indomaret is an E-commerce application service of PT. Indomarco Prismatama which was created to be an online channel that can be reached by Klik Indomaret customers. The model used in this research is the End User Computing Satisfaction (EUCS) and DeLone and McLean models. End User Computing Satisfaction (EUCS) has a meaning is a method of comparison between reality and expectations (reality). DeLone and McLean means a model for identifying the factors that cause the success of an information system. The purpose of this research is to provide information that will become a reference in managing and improving application services such as (1) knowing the level of customer satisfaction with the Klik Indomaret application service and (2) examining several factors that have an influence on customer satisfaction with the Klik Indomaret application service. The method used for research is quantitative method. Beginning with observation activities. This activity aims to obtain the results of observations on reviews of the Klik Indomaret Application service. Then survey activities were carried out by distributing questionnaires online in the form of a Google form to respondents. The results of the study stated that the measure of the level of customer satisfaction with the Klik Indomaret application service as a whole was at a very satisfied level. With these results it is hoped that the Klik Indomaret application service can maintain or increase returns regarding customer satisfaction. Some variables that can be increased again so that they have a significant effect such as content, format, quality of information, quality of service, and timeliness. However, several variables that can be improved again but have no significant effect such as accuracy, ease of use, and system quality.