Al Rasyid, Harun (2024) Analisis Kepuasan Pengguna Aplikasi M-Commerce Menggunakan Metode End-User Computing Satisfaction (EUCS). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The expansion of modern retail companies in Indonesia can be associated with a shift in consumer behavior among the public, who previously preferred traditional markets or convenience stores. As a result, many businesses are racing to offer online sales services that provide benefits and convenience for consumers when purchasing offered products. One such retail company, whose trading system originated from offline retail and gradually transitioned to online sales through M-Commerce applications. However, M-Commerce applications face several challenges, such as limited product variations compared to those available at the nearest retail branch, unresponsive customer service, slow refund and delivery processes, and other system errors. Based on the emerging issues, an evaluation of factors influencing user satisfaction with M-Commerce applications is required. The model used in this study is the End User Computing Satisfaction (EUCS) model, consisting of 5 hypotheses and 6 variables: accuracy, content, ease of use, format, timeliness, and user satisfaction. This research employs a quantitative approach through a survey questionnaire using Google Forms, with data construct analysis using SmartPLS 3.0 software. The results of this study can determine the level of user satisfaction with M-Commerce applications and identify the significant factors affecting user satisfaction based on predetermined hypotheses, providing suggestions for further system development. The research findings indicate that the level of user satisfaction with M-Commerce applications is at a very satisfied level with a score of 4.29 using the balanced scorecard Likert scale theory. It is hoped that these results will help the M-Commerce application maintain or further improve user satisfaction. Among all variables, accuracy is identified as the significant variable influencing user satisfaction. Keywords: User Satisfaction, M-Commerce Application, EUCS, SmartPLS, Balanced Scorecard
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | T Technology > T Technology (General) > T58.6-58.62 Management Information Systems | ||||||||||||
| Divisions: | Faculty of Computer Science > Departemen of Information Systems | ||||||||||||
| Depositing User: | Harun Al Rasyid | ||||||||||||
| Date Deposited: | 22 Jan 2024 07:02 | ||||||||||||
| Last Modified: | 22 Jan 2024 07:02 | ||||||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/20486 |
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