RUKMANA, SUKMA (2023) Analisis Desain Service Science melalui Customer Experience untuk Meningkatkan Kepuasan Pengguna Aplikasi PosAja. Undergraduate thesis, UPN "Veteran" Jawa Timur.
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Abstract
Pos Indonesia strives to face changes and fierce competition by changing its services to digital-based services through the PosAja mobile application. Although it has been downloaded by more than 100K users, Pos Indonesia has stagnated in recent years, including a decline in the app's rating and productivity. Therefore, this research intends to represent problems that are often complained by users through analysis of review data, as well as develop more effective and efficient service science designs based on user experience. The research method applied is quantitative descriptive with data analysis applying SVM to classify positive and negative sentiments from review data. Model evaluation was carried out by training a subset of training and test data 3 times with variations of k=5, k=7, and k=10. The results showed that at k = 7, the best accuracy was obtained with an accuracy of 89.98% in the SVM parameter_kernel. Sigmoid. The optimal parameter found is SVM. C=15.034 and SVM.gamma=0.125. From the analysis of review data, it was revealed that the user sentiment of the PosAja application tends to be negative compared to the positive sentiment on the Google Play Store. To improve user experience and customer satisfaction, the development of service science design needs to be focused on continuous improvement and evaluation of the PosAja application.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HC Economics H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD9980 Service Industries T Technology > TS Manufactures |
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| Divisions: | Faculty of Economic > Departement of Management | ||||||||
| Depositing User: | SUKMA RUKMANA | ||||||||
| Date Deposited: | 18 Sep 2023 07:53 | ||||||||
| Last Modified: | 18 Sep 2023 07:53 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/17508 |
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