EVALUASI KUALITAS APLIKASI BNI MOBILE BANKING TERHADAP KEPUASAN PENGGUNA MENGGUNAKAN METODE END-USER COMPUTING SATISFACTION (EUCS) DAN IMPORTANCE PERFORMANCE ANALYSIST (IPA)

ISMAIL, LUKMAN ALHAKIM and Ibrahim, Ali (2024) EVALUASI KUALITAS APLIKASI BNI MOBILE BANKING TERHADAP KEPUASAN PENGGUNA MENGGUNAKAN METODE END-USER COMPUTING SATISFACTION (EUCS) DAN IMPORTANCE PERFORMANCE ANALYSIST (IPA). Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to evaluate the quality of the BNI Mobile Banking application on user satisfaction using the End-User Computing Satisfaction (EUCS) and Importance Performance Analysis (IPA) methods. The EUCS method is used to measure user satisfaction based on five main dimensions, namely content, accuracy, format, ease of use, and timeliness. Meanwhile, IPA is used to analyze application performance and determine areas that need to be improved and maintained. The results show that overall, user satisfaction with the BNI Mobile Banking application is at a very high level, with the average value of the variables analyzed with the data obtained, namely, Content 4.44 (88.87%) which means Very High, Accuracy 4.06 (81.10%) which means Very High, Format 4.27 (85.33%) which means Very High, Ease of Use 4.41 (88.20%) which means Very High, and Timeliness 4.26 (85.10%) which means Very High. However, there are some areas that need improvement, especially on the accuracy variable which shows a gap of -0.81 and timeliness with a gap of -0.24, which indicates lower performance compared to user expectations. The gap analysis (GAP) shows that although the level of conformity between actual performance and user expectations is quite good, there is still room for improvement. This research provides recommendations to improve the quality of the BNI Mobile Banking application, with a focus on improving accuracy and timeliness, in order to achieve more optimal user satisfaction.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Tingkat kepuasan pengguna, EUCS, IPA, BNI Mobile Banking
Subjects:	T Technology > T Technology (General) > T175-178 Industrial research. Research and development T Technology > T Technology (General) > T58.4 Managerial control systems Information technology. Information systems (General)
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	LUKMAN ALHAKIM ISMAIL
Date Deposited:	08 Jan 2025 05:11
Last Modified:	08 Jan 2025 05:11
URI:	http://repository.unsri.ac.id/id/eprint/163084

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