PENGARUH KUALITAS LAYANAN TERHADAP TINGKAT KEPUASAN PENGGUNA INDRIVE DI KOTA PALEMBANG

IDPAL, IDPAL and Meiriza, Allsela (2024) PENGARUH KUALITAS LAYANAN TERHADAP TINGKAT KEPUASAN PENGGUNA INDRIVE DI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

User satisfaction will encourage them to use the InDrive service, the results of exploration with users revealed some problems such as server down and the application map display is not as intended, causing customer dissatisfaction with the InDrive service. purpose cause customer dissatisfaction with the InDrive service. From this It is hoped that this research will be a solution to the problem of the problem. The purpose of this study was to determines the effect of service quality on the level of satisfaction of InDrive application users in Palembang City using 2 methods, namely the Servsqual and EUCS methods. The total number of respondents distributed was 100 people. The results of the analysis of the level of service quality of the InDrive application in Palembang is Positive (+), with the results of the gap test between user perceptions and user expectations as a whole showing a value of 1.5. user expectations as a whole shows a value of 1.310, indicating that the InDrive application in Palembang has met user expectations. In the method EUCS method, the results of the analysis of the Content Variable 4.08, Accuracy 4, Format 4.04, Ease of Use 3.96, and Timeliness 3.96. Use 3.96, and Timeliness 3.99 obtained analys results at the level of satisfaction "Satisfied". In hypothesis testing h0 and h1, h0 is conclude to have no effect on user satisfaction and h1 is conclude to have no effect on service quality.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Layanan, Kepuasan Pengguna, InDrive, ServQual, EUCS.
Subjects:	T Technology > T Technology (General) > T57.6-57.97 Operations research. Systems analysis
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	IDPAL IDPAL
Date Deposited:	30 May 2024 01:45
Last Modified:	30 May 2024 01:45
URI:	http://repository.unsri.ac.id/id/eprint/146069

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