Tarigan, Feby Yola Br (2025) ANALISIS TINGKAT KEPUASAN DAN LOYALITAS PELANGGAN BERDASARKAN PENGALAMAN PENGGUNA PADA APLIKASI LALAMOVE DENGAN METODE HEART FRAMEWORK DAN NET PROMOTER SCORE (NPS). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The development of information technology has driven significant changes in people's interaction patterns, one of which is in the use of digital services such as the Lalamove application. This application offers practical and efficient instant delivery services, but various complaints are still found from users. Therefore, this study aims to determine the level of customer satisfaction and loyalty based on user experience on the Lalamove application. The method used is the HEART Framework to evaluate five dimensions of user experience and the Net Promoter Score to measure customer loyalty. The analysis results show that the level of usability of the Lalamove application is in the fairly good category with a score of 0.71 or 71% overall. Researchers set a goal of 70% and still found several research items that have not met this target. Meanwhile, the customer loyalty value obtained was 17% which is included in the loyal category, indicating a tendency for users to continue using the application even though they have not fully actively recommended it. These findings indicate the need for improvements that have been formulated using the 5W + 1H approach to produce applicable and targeted solutions. This research and recommendations for improvements are expected to serve as a reference in improving the quality of the Lalamove application service.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Feby Yola Tarigan | ||||||||
| Date Deposited: | 29 Jul 2025 04:52 | ||||||||
| Last Modified: | 01 Aug 2025 02:51 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/41355 |
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