PENGUKURAN KUALITAS LAYANAN APLIKASI MY MITSUBISHI MOTORS ID MENGGUNAKAN METODE MOBILE SERVICE QUALITY

PUTRI, NAZLA DIVALIANY and Oktadini, Nabila Rizky and Sevtiyuni, Putri Eka (2023) PENGUKURAN KUALITAS LAYANAN APLIKASI MY MITSUBISHI MOTORS ID MENGGUNAKAN METODE MOBILE SERVICE QUALITY. Undergraduate thesis, Sriwijaya University.

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Abstract

One of the uses of information technology is in the automotive industry sector. In following the development of information technology, PT Mitsubishi Motors as the official distributor of Mitsubishi vehicles in Indonesia created the mobile-based My Mitsubishi Motors ID application to make it easier for the public to obtain information about Mitsubishi products and services. This study aims to determine the service quality of the My Mitsubishi Motors ID application from the perspective of users using the mobile service quality method based on nine dimensions, namely Efficiency, System Availability, Content, Privacy, Fulfillment, Responsiveness, Compensation, Contact, and Billing. The type of research used is quantitative with purposive sampling techniques. Data collection was carried out by distributing questionnaires to 100 respondents who were processed using the SPSS 26 application. The results of the analysis showed that the My Mitsubishi Motors ID application had an overall performance value of 3.238 and an importance value of 3.695 so that a gap value of -0.457 was obtained. The overall service quality score of the application is 0.876. Based on the results of the study, it can be concluded that the My Mitsubishi Motors ID application has not met the expectations desired by users because it has a gap value of less than 0 and cannot be said to be good because it has a quality value of less than 1.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Aplikasi My Mitsubishi Motors ID, Kualitas Layanan, Mobile Service Quality, Pengukuran.
Subjects:	T Technology > T Technology (General) > T57.6-57.97 Operations research. Systems analysis 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:	Nazla Divaliany Putri
Date Deposited:	19 Jun 2023 02:06
Last Modified:	19 Jun 2023 02:06
URI:	http://repository.unsri.ac.id/id/eprint/111951

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