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All Journal JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika)
Nasruddin, Itsna Siha Arzaqi Adma
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Computer Science & IT Education

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SERVICE QUALITY ANALYSIS OF MOBILE-BASED FANDOM COMMUNITY APPLICATION USING E-SERVQUAL AND IPA Nasruddin, Itsna Siha Arzaqi Adma; Utomo, Rio Guntur; Yasirandi, Rahmat
JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika) Vol 10, No 3 (2025)
Publisher : STKIP PGRI Tulungagung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29100/jipi.v10i3.6341

Abstract

Using a modified e-service quality framework and the Importance Performance Analysis (IPA) approach, this study assesses the quality of service quality of Weverse and LYSN mobile apps. Information was gathered from 132 individuals who use these platforms regularly and are 22 years old. The findings indicate that Weverse and LYSN must improve to meet customer expectations, especially in response time, app stability, and refund policies. However, data security and ease of use effectively satisfy users' expectations. To increase overall user happiness, developers should prioritize improving underperforming areas while maintaining high standards in high-performing areas.
Co-Authors Rahmat Yasirandi Rio Guntur Utomo