Ernawati, Ida Ayu (2025) Analisis Kepuasan Pengguna Aplikasi Flip Menggunakan Model End User Computing Satisfaction. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The advancement of digital technology has driven a transformation in financial services through the emergence of financial technology (fintech) innovations such as Flip. This application offers interbank transfer services with no administrative fees, as well as convenience in transactions such as e-wallet top ups, bill payments, and international money transfers. Despite its popularity, some users have reported complaints regarding delayed transactions and suboptimal customer service responses. Therefore, measuring user satisfaction is essential to identify gaps between service expectations and actual performance. This study aims to analyze user satisfaction with the Flip application. It adopts the conceptual model of End User Computing Satisfaction (EUCS), which includes five variables: Content, Accuracy, Format, Ease of Use, and Timeliness. The analysis was conducted using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) technique with SmartPLS 3 software, involving 415 respondents. The results indicate that users tend to be satisfied with the Flip application. Furthermore, Content, Format, Ease of Use, and Timeliness have a significant positive effect on user satisfaction. However, Accuracy shows a positive but not significant influence on user satisfaction.
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | T Technology > T Technology (General) > T58.6-58.62 Management Information Systems | ||||||||||||
| Divisions: | Faculty of Computer Science > Departemen of Information Systems | ||||||||||||
| Depositing User: | Ida Ayu Ernawati | ||||||||||||
| Date Deposited: | 24 Jul 2025 08:16 | ||||||||||||
| Last Modified: | 24 Jul 2025 08:16 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/40621 |
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