Article Per Year (5 Year)
p-Index From 2021 - 2026
2.149
P-Index
This Author published in this journals
All Journal JURNAL TEKNOLOGI DAN OPEN SOURCE Jurnal Riset Informatika Jurnal Komunika : Jurnal Komunikasi, Media dan Informatika Jurnal Ilmu Komputer dan Desain Komunikasi Visual bit-Tech JATI (Jurnal Mahasiswa Teknik Informatika) Jurnal Pendidikan dan Teknologi Indonesia Jurnal Teknik Informatika Jurnal Komputer Teknologi Informasi Sistem Komputer (JUKTISI) Adopsi Teknologi dan Sistem Informasi Computing Insight: Journal of Computer Science
Tri Puspa Rinjeni
Universitas Pembangunan Nasional Veteran Jawa Timur
Arts Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Engineering Languange, Linguistic, Communication & Media Social Sciences

Published : 16 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search
Journal : bit-Tech

 1 
Applying Importance-Performance Analysis to Identify Strategic Factors Enhancing User Satisfaction in Dana Satriani, Adibah Dewi; Faroqi, Asif; Rinjeni, Tri Puspa
bit-Tech Vol. 8 No. 1 (2025): bit-Tech
Publisher : Komunitas Dosen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32877/bt.v8i1.2629

Abstract

The use of digital wallets in Indonesia has grown significantly alongside increasing public demand for fast, secure, and practical financial transactions. One of the widely used applications is Dana. However, user satisfaction with its services still requires a comprehensive evaluation to ensure continued usage. This study aims to measure and analyze user satisfaction with the Dana application by integrating the End User Computing Satisfaction (EUCS) model and the Importance-Performance Analysis (IPA) method. This research employed a quantitative approach by distributing online questionnaires to 403 respondents. The research instrument was tested for validity and reliability, and the data were analyzed using IPA to map service attributes based on their perceived importance and performance. The results show that attributes such as system security, content completeness, and information accuracy fall into the high-priority quadrant (Quadrant I), indicating that they are highly important but currently underperforming. Meanwhile, attributes like content format and timeliness meet user expectations and should be maintained. The study concludes that Dana’s development team should prioritize improvements in the aspects that most significantly affect user satisfaction. These findings are expected to serve as a strategic foundation for decision-making in enhancing service quality, while also contributing to the academic literature on evaluating digital financial applications.
UTAUT-Based Analysis of Customer Loyalty in Tokopedia Using SOR Framework Berliana, Cindy; Safitri, Eristya Maya; Rinjeni, Tri Puspa
bit-Tech Vol. 8 No. 1 (2025): bit-Tech
Publisher : Komunitas Dosen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32877/bt.v8i1.2640

Abstract

This study investigates customer loyalty in the context of e-commerce by applying an integrated Unified Theory of Acceptance and Use of Technology (UTAUT) model combined with the Stimulus–Organism–Response (SOR) framework. Tokopedia, one of Indonesia’s leading e-commerce platforms, faces increasing difficulty in sustaining customer loyalty due to common service-related issues such as delayed deliveries, system errors during voucher usage, and slow customer service. These challenges negatively impact user experience and trust key elements in fostering long-term loyalty. To address these issues, this research explores the need for an integrated approach by employing the Unified Theory of Acceptance and Use of Technology (UTAUT) and the Stimulus–Organism–Response (SOR) framework. The UTAUT model provides insights into the factors driving user adoption, while the SOR framework helps in understanding the psychological responses that lead to sustained loyalty. This research explores how five UTAUT constructs Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, and Price Value serve as external stimuli (Stimulus) that influence users’ trust in the Tokopedia application (Organism), which then drives customer loyalty (Response). A quantitative survey of 384 Tokopedia users was analyzed using PLS-SEM. The findings reveal that all UTAUT variables significantly affect trust, and trust serves as a strong predictor of customer loyalty. This study contributes theoretically by bridging UTAUT and SOR models to explain loyalty behavior in e-commerce settings, and offers practical insights for Tokopedia to improve user retention. Notably, future studies may consider longitudinal approaches and explore additional psychological factors beyond trust to deepen understanding of loyalty formation.
Co-Authors Anggela, Vanesa Wanda Anita Wulansari Asif Faroqi Ayouvi Poerna Wardhanie Berliana, Cindy Firosya, Ardilla Indah, Rhohmah Indayanti Sugata, Tri Luhur Iqbal Ramadhani Mukhlis Julianto Lemantara Maya Safitri, Eristya Moch. Abdillah Emha Ramdhani Prasasti Karunia Farista Ananto Pratama, Arista Rafika Rahmawati Rafika Rahmawati Rafika Rahmawati Rahma Aulia, Virdha Safitri, Eristya Maya Satibi, Iswanda Fauzan Satriani, Adibah Dewi Sembilu, Nambi Sugata, Tri Luhur Indayanti Thabibi, Hilmi Thomas Aquino Berno Doduk Tiara Rahayu Ada, Sesilia Tri Luhur Indayanti Sugata Virdha Rahma Aulia Wati, Seftin Fitri Ana Wulansari, Anita