Evaluasi kualitas layanan aplikasi MYMRT Jakarta menggunakan metode E-Government service quality dan Importance Performance Analysis

Phumi, Laksamana Fajar (2025) Evaluasi kualitas layanan aplikasi MYMRT Jakarta menggunakan metode E-Government service quality dan Importance Performance Analysis. Undergraduate thesis, Upn Veteran Jawa Timur.

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Abstract

The government introduced the Mass Rapid Transit (MRT) system, a train-based public transportation network connecting Lebak Bulus to Bundaran HI. This system is further supported by an E-Governdment initiative, the MyMRT Jakarta application, which serves as a platform for transactions, information, and entertainment. This thesis focuses on evaluating the quality of the MyMRT Jakarta application using the EGovQual model and the Importance Performance Analysis (IPA) method. The findings reveal that, in the GAP Analysis conducted with the E-GovQual model, 20 indicators showed negative gaps while only 1 indicator showed a positive gap, reflecting a discrepancy between user expectations and the application's Performance. Conformity Analysis indicated a high alignment between Performance and user expectations, with a score exceeding 81.25%. The Cartesian diagram in the Importance Performance Analysis (IPA) identified indicators KE4, RE3 and RE4 as areas requiring immediate improvement, as their Performance was deemed insufficient despite being highly important to users. This research offers valuable insights for PT MRT Jakarta to assess and enhance the Performance of the MyMRT Jakarta application. Immediate attention is needed to address specific indicators, and regular quality evaluations are essential to ensure continuous improvement and sustain user satisfaction over time.

Item Type:

Thesis (Undergraduate)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
Thesis advisor	Suryanto, Tri Lathif Mardi	NIP198902252021211001	trilathif.si@upnjatim.ac.iud
Thesis advisor	Safitri, Eristya Maya	NIP199303162019032020	maya.si@upnjatim.ac.id

Subjects:

T Technology > T Technology (General) > T58.6-58.62 Management Information Systems

Divisions:

Faculty of Computer Science > Departemen of Information Systems

Depositing User:

laksamana fajar phumi

Date Deposited:

24 Jun 2025 04:27

Last Modified:

24 Jun 2025 04:27

URI:

https://repository.upnjatim.ac.id/id/eprint/39050