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Analisis Kepuasan Pengguna Gopay Terhadap Kualitas Sistem Customer Relationship Management (CRM) Berdasarkan Model End-User Computing Satisfaction (EUCS) Ancilla, Hyang; Soecipto, Hyang; Fiodinggo Tanaem, Penidas
Jurnal Teknologi Informasi dan Ilmu Komputer Vol 13 No 4: Agustus 2026
Publisher : Fakultas Ilmu Komputer, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25126/jtiik.134

Abstract

Tingginya pertumbuhan transaksi dompet digital (e-wallet) di Indonesia memicu persaingan ketat antar-penyedia layanan, salah satunya GoPay. Untuk mempertahankan loyalitas pelanggan dalam ekosistem digital, perusahaan sangat bergantung pada performa sistem Customer Relationship Management (CRM). Namun, efektivitas sistem CRM berbasis aplikasi seluler sering kali terhambat jika kualitas komputasi bagi pengguna akhir tidak terpenuhi, sementara integrasi teoretis antara pilar CRM dan kepuasan komputasi sistem pada konteks e-wallet masih sangat terbatas. Oleh karena itu, penelitian ini mengisi celah (gap) riset tersebut dengan menempatkan model End-User Computing Satisfaction (EUCS) sebagai instrumen evaluasi kualitas operasional sistem CRM. Penelitian ini bertujuan untuk mengukur tingkat kepuasan pengguna GoPay menggunakan lima dimensi EUCS, yaitu content, accuracy, format, ease of use, dan timeliness. Metode penelitian menggunakan pendekatan kuantitatif deskriptif kausal melalui survei terhadap 102 responden yang dipilih menggunakan teknik purposive sampling dengan dominasi karakteristik segmen mahasiswa dan pekerja muda urban. Data dikumpulkan melalui kuesioner skala Likert dan dianalisis menggunakan regresi linier berganda setelah lolos uji asumsi klasik termasuk uji multikolinearitas. Hasil analisis deskriptif menunjukkan nilai rata-rata kepuasan keseluruhan sebesar 3,97 (kategori baik). Secara parsial dan simultan, hasil regresi membuktikan bahwa kelima dimensi kualitas komputasi EUCS berpengaruh positif dan signifikan terhadap kepuasan pengguna (p < 0,05). Dimensi format visual dan kemudahan operasional (ease of use) ditemukan sebagai faktor pembentuk kualitas CRM yang paling dominan bagi karakteristik demografi responden. Implikasi manajerial dari temuan ini menekankan bahwa pihak GoPay harus memprioritaskan optimasi desain antarmuka visual dan simplifikasi navigasi sistem untuk mempertahankan retensi pengguna muda di tengah pasar e-wallet yang kompetitif, sembari menjaga konsistensi akurasi data transaksi sebagai pilar kepercayaan pelanggan.   Abstract The high growth of digital wallet (e-wallet) transactions in Indonesia has triggered intense competition among service providers, one of which is GoPay. To maintain customer loyalty in the digital ecosystem, companies rely heavily on the performance of their Customer Relationship Management (CRM) systems. However, the effectiveness of these mobile app-based CRM systems is often hampered if the computing quality for end users is not met, while the theoretical integration between CRM pillars and system computing satisfaction in the e-wallet context is still very limited. Therefore, this study fills the research gap by positioning the End-User Computing Satisfaction (EUCS) model as an evaluation instrument for CRM system operational quality. This study aims to measure the level of GoPay user satisfaction using five dimensions of EUCS: content, accuracy, format, ease of use, and timeliness. The research method uses a quantitative, causal descriptive approach through a survey of 102 respondents selected using a purposive sampling technique with a dominant characteristic of the student and young urban worker segments. Data were collected through a Likert scale questionnaire and analyzed using multiple linear regression after passing the classical assumption test including the multicollinearity test. The results of the descriptive analysis show an average overall satisfaction score of 3.97 (good category). Partially and simultaneously, the regression results prove that the five dimensions of EUCS computing quality have a positive and significant effect on user satisfaction (p < 0.05). The dimensions of visual format and ease of use were found to be the most dominant factors shaping CRM quality for the demographic characteristics of respondents. The managerial implications of these findings emphasize that GoPay must prioritize optimizing the visual interface design and simplifying system navigation to maintain the retention of young users in the competitive e-wallet market, while maintaining consistent transaction data accuracy as a pillar of customer trust.
Co-Authors Abdi Duta Makarios Zega Ade Iriani Agustinus Fritz Wijaya Ancilla, Hyang Andeka R. Tanaamah Andeka Rocky Tanaamah Angga Godlif Sandy Antonius Antonius Ariel Putra Umbu Saga Ludjuwara Arifuddin Mustofa Ariya Dwika Cahyono Aro Singgih Kusuma Wardhana Augie David Manuputty Bertrandus Iffan Pradhana Betesda Feronika Lumbanraja Boymau, Infraim Oktofianus Bryan Adha Elang Praditya Chrisna, Exellino Bramasta Christ Rudianto Daniel Pesik, Bryan Danny Manongga Dhandy Joenathan Kurnia Putra Dian Oktaviani Dodu , Albertch Yordanus Erwin Dwi Hosanna Bangkalang Eden Renold Mintje Edy Kurniawan Eldad, Daniel Benedictus Emmanuela Adtrisel Saudale Endang Saputra Evi Maria Evi Maria Ferren Feibiola Pusung Fransiska Wahyuning Kurniawati Frederik S. Papilaya Frederik Samuel Papilaya George Nicholas Huwae Geraldy Umbu Tey Renggi Deddy Hajra Rasmita Ngemba Hana, Mutiara Mentari Rambu Hanna Prillysca Chernovita Herdin Yohnes Madawara Infraim Oktofianus Boymau Juen Ruth Djapandjatay Kristoko Dwi Hartomo Laelaem, Theophani Lintine, Gabriella Bamba Ratih Luis, Michael Fernando Mambrasar, Jesica Margaretha Ayuningtyas Marry Fransisca Theodora Masan Abdi Wicaksono Mintje, Eden Renold Nathanael Julian Budiono Nicolas Evander Suhandi Nikita Uri P. Dominggo, Nenita Pradhana, Bertrandus Iffan Putra Ramadhan, Adjie Putra, Dhandy Joenathan Kurnia Raymond Putra Fajar Prayogo Raymundus Sendy Nugroho Resa Saputri Ricky Malau Rosmala Nur Royani, Ivana Lara Rudi Kusnadi Ryan Haryo Pangestu Sandra Gita Seno Purdayanto, Stefanus Adin Soecipto, Hyang Suhandi, Nicolas Evander Syaiful Hendra Vivi Peggie Rantung Wicaksono, Masan Abdi Wivadario Wilana Yani Rahardja Yessica Nataliani Yogi Danar Karismanto Yulieta Victoria