Analisis Kepuasan Pengguna Aplikasi Dana Menggunakan Model EUCS dengan Metode CSI dan IPA

Satriani, Adibah Dewi (2025) Analisis Kepuasan Pengguna Aplikasi Dana Menggunakan Model EUCS dengan Metode CSI dan IPA. Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

The advancement of digital technology has encouraged society to shift toward cashless transactions, one of which is through the use of digital wallets such as the Dana application. However, alongside the growing number of users, challenges related to security and user satisfaction have also emerged. This study aims to analyze user satisfaction with the Dana application using the End User Computing Satisfaction (EUCS), Customer satisfaction index (CSI), as well as to identify service improvement priorities through Importance-Performance Analysis (IPA). The research method employed is a quantitative approach by distributing questionnaires to active users of the Dana application. User satisfaction was measured based on five EUCS dimensions: content, accuracy, format, ease of use, and timeliness, which were analyzed using the CSI method to determine overall satisfaction, and the IPA method to identify service attributes that should be prioritized for improvement. The results show that the CSI user satisfaction score reached 78.8%, which falls into the "satisfied" category. However, the IPA analysis identified four indicators in the High Importance, Low Performance quadrant, namely C2 (content does not fully meet user needs), C4 (incomplete information), A3 (perceived system accuracy is suboptimal), and T1 (untimely delivery of information). These four indicators reflect a significant gap between user expectations and actual performance, which should be addressed to enhance overall user satisfaction.

Item Type:

Thesis (Undergraduate)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
Thesis advisor	Faroqi, Asif	198705192018031001	asiffaroqi.si@upnjatim.ac.id
Thesis advisor	Rinjeni, Tri Puspa	199602032024062001	puspa.rinjeni.fasilkom@upnjatim.ac.id

Subjects:

Q Science > QA Mathematics > QA76.6 Computer Programming

Divisions:

Faculty of Computer Science > Departemen of Information Systems

Depositing User:

Adibah Satriani

Date Deposited:

19 Jun 2025 01:59

Last Modified:

19 Jun 2025 01:59

URI:

https://repository.upnjatim.ac.id/id/eprint/38502