Maunah, Dewi Aisarunnisa' (2025) Analisis Kepuasan Pengguna Aplikasi Wondr by BNI dengan Pendekatan Metode Google's HEART Metrics dan Importance Performance Analysis (IPA). Undergraduate thesis, UPN Veteran Jawa Timur.
![[img]](https://repository.upnjatim.ac.id/style/images/fileicons/text.png) |
Text (Cover)
21032010030.-cover.pdf Download (717kB) |
|
Text (Bab 1)
21032010030.-bab1.pdf Download (310kB) |
|
Text (Bab 2)
21032010030.-bab2.pdf Restricted to Repository staff only until 3 November 2027. Download (506kB) |
|
Text (Bab 3)
21032010030.-bab3.pdf Restricted to Repository staff only until 3 November 2027. Download (350kB) |
|
Text (Bab 4)
21032010030.-bab4.pdf Restricted to Repository staff only until 3 November 2027. Download (520kB) |
|
Text (Bab 5)
21032010030.-bab5.pdf Download (273kB) |
|
Text (Daftar Pustaka)
21032010030.-daftarpustaka.pdf Download (240kB) |
|
Text (Lampiran)
21032010030.-lampiran.pdf Restricted to Repository staff only Download (1MB) |
Abstract
The development of digital technology has encouraged banks to innovate through app-based financial services, one of which is Wondr by BNI, which replaces BNI Mobile Banking. Despite offering modern features and a modern interface, user ratings on the Play Store have declined, accompanied by complaints regarding system reliability and service quality. This study aims to determine satisfaction levels and map service improvement priorities by combining the HEART Metrics and Importance Performance Analysis (IPA) methods. Data were collected through questionnaires distributed to 385 Wondr by BNI user respondents. The analysis results indicate that all HEART variables are in the high to very high category, reflecting a good level of user satisfaction, although Engagement and Task Success have not yet reached the 80% target. Meanwhile, the IPA revealed that most attributes are in Quadrant II (Maintain Performance), while several attributes in Quadrant III, namely H5, E3, E4, R3, T5, T6, and T7, still require improvement. These findings are expected to serve as the basis for a comprehensive service enhancement strategy for Wondr by BNI.
| Item Type: | Thesis (Undergraduate) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering |
||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Dewi Aisarunnisa' Maunah | ||||||||
| Date Deposited: | 04 Nov 2025 02:30 | ||||||||
| Last Modified: | 04 Nov 2025 02:30 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/46089 |
Actions (login required)
 |
View Item |