Butar-Butar, Putri Stephany (2025) ANALISIS USER EXPERIENCE DAN PRIORITAS PERBAIKAN LAYANAN PADA APLIKASI FERIZY DENGAN METODE HEART FRAMEWORK DAN IMPORTANCE – PERFORMANCE ANALYSIS (IPA). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The advancement of digital technology has driven the transformation of various public services into online systems to enhance efficiency and convenience for users. One such service is the ferry ticket booking process, which has been digitized through the Ferizy Application. This application allows users to book tickets online without having to queue at the port. However, in practice, users still encounter several issues, including difficulties in navigation, slow processing, and system instability. Therefore, this study aims to evaluate the user experience of the Ferizy application using the HEART Framework, which consists of five key dimensions: Happiness, Engagement, Adoption, Retention, and Task Success. In addition, an Importance-Performance Analysis (IPA) was conducted to identify service attributes that should be prioritized for improvement based on their importance and performance levels. Data were collected through a questionnaire distributed to Ferizy users and analyzed using a quantitative approach. The results showed that all HEART dimensions scored below the target of 70%, with the lowest score found in the Task Success dimension at 55.18%. Through the IPA analysis, seven attributes were identified in Quadrant I, namely H8, H12, T2, T3, T4, T7, and T8, indicating attributes that are considered important but have low performance. The findings of this study are expected to serve as a foundation for application developers in making strategic decisions to improve service quality and optimize the user experience of the Ferizy application in the future.
| 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: | Putri Stephany Butar Butar | ||||||||
| Date Deposited: | 29 Jul 2025 04:55 | ||||||||
| Last Modified: | 01 Aug 2025 03:33 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/41357 |
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