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All Journal Kesatria : Jurnal Penerapan Sistem Informasi (Komputer dan Manajemen)
Prima, Harry
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Computer Science & IT Control & Systems Engineering

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Metode Servqual Dalam Analisa Kepuasan Pengguna Aplikasi Jakone Mobile Merchant Prima, Harry; Ramanda, Kresna; Rusman, Arief; Sukmana, Sulaeman Hadi; Sikumbang, Erma Delima; Azizah, Qudsiah Nur
Kesatria : Jurnal Penerapan Sistem Informasi (Komputer dan Manajemen) Vol 5, No 4 (2024): Edisi Oktober
Publisher : LPPM STIKOM Tunas Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30645/kesatria.v5i4.466

Abstract

Jakone Mobile Merchant is a financial service application that allows to make transactions for daily needs at merchants that collaborate with Bank DKI, such as transaction information at merchants and electronic money transfers to Bank DKI savings accounts. One of the keys to success is providing excellent service to customers when using the Jakone Mobile Merchant application. In order to understand the level of satisfaction of application users. This measurement uses the Servqual method with five service quality dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Emphaty. This measurement makes it possible to provide recommendations on the level of user satisfaction. Results based on measuring five dimensions of service quality show that the two dimensions that influence service quality, namely the empathy dimension, have a result of -0.82. This means that this aspect of service needs to receive attention and become a priority for evaluation and assessment. Further improvement of service quality should be carried out by PT Bank DKI as the owner of the Jakone merchant mobile application
Co-Authors Arief Rusman Azizah, Qudsiah Nur Erma Delima Sikumbang Hadi Sukmana, Sulaeman Kresna Ramanda