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Yulianita, Ika
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Computer Science & IT Electrical & Electronics Engineering

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Analisis Tingkat Kepuasan dan Loyalitas Pengguna pada Prototype Aplikasi ITTS-Mart dengan Menggunakan Model E-Servqual Yulianita, Ika; Zunaidi, Rizqa Amelia; Putra, Perdana Suteja
Jurnal Teknologi Sistem Informasi dan Aplikasi Vol. 7 No. 2 (2024): Jurnal Teknologi Sistem Informasi dan Aplikasi
Publisher : Program Studi Teknik Informatika Universitas Pamulang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32493/jtsi.v7i2.38974

Abstract

ITTS Mart is an e-commerce application developed by the Telkom Surabaya Institute of Technology (ITTS) as a platform that makes it easier for users to carry out buying and selling transactions for vegetables and fruit. This research examines the level of customer satisfaction with application use and the extent of customer loyalty so that customers can make repeat purchases continuously. The model used in this research is the E-Servqual model with three data processing, namely GAP Test, Customer Satifaction Index (CSI), Structural Equation Modeling (SEM), because these three data processing can be used to test the relationship between variables which can provide a deeper understanding. in-depth understanding of customer perceptions and expectations regarding ITTS Mart, as well as providing valuable recommendations to increase overall user satisfaction and loyalty. The research results showed that the Customer Satisfaction Index (CSI) test value on the ITTS-Mart application was 80.6%, meaning that application users were satisfied with the application service, the GAP test result was 1.13, which can be said to be good application quality, then the factors What influences the loyalty of ITTS-Mart application users is the Satisfaction variable with a P-Value of 0.000. So there still needs to be special attention in making improvements and evaluations related to the ITTS-Mart application so that it meets customer desires and needs.
Usability Testing of ITTS MART v2.0 through Customer Satisfaction Index (CSI) Measurement using the E-SERVQUAL Model Zunaidi, Rizqa Amelia; Yulianita, Ika; Putra, Perdana Suteja; Mardhiana, Hawwin
Sistemasi: Jurnal Sistem Informasi Vol 13, No 1 (2024): Sistemasi: Jurnal Sistem Informasi
Publisher : Program Studi Sistem Informasi Fakultas Teknik dan Ilmu Komputer

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32520/stmsi.v13i1.3511

Abstract

The current advancement in information technology brings convenience to users, especially in accessing the internet, including through mobile devices like smartphones. The rapid growth in internet usage, particularly via mobile devices, is driven by the popularity of social media applications as virtual social interaction platforms. In addition to being a means of social interaction, social media also serves as a promotional platform, including for online shopping applications, contributing to the increase in online shopping transactions in Indonesia. At the Telkom University Institute of Technology in Surabaya, hydroponic and aquaponic activities have seen significant development and have reached the stage of product harvesting. Therefore, a platform is needed to market these products. The decision has been made to utilize an online grocery shopping platform, primarily through a mobile application, to enable consumers to make purchases anytime and anywhere they are. The online grocery shopping platform being developed by ITTelkom Surabaya is known as ITTS MART. Currently, ITTS MART is still in the prototype development stage and requires usability testing by measuring the Customer Satisfaction Index (CSI) using the e-SERVQUAL model. The results of this study indicate that the Customer Satisfaction Index (CSI) for the ITTS MART application service is 86.20%, signifying that users of the ITTS MART application are highly satisfied with its service. Although the CSI score for the ITTS MART application is already very good, users still express some dissatisfaction with variables such as system availability, privacy, and responsiveness. This is particularly noticeable in indicators like the frequency of application availability for business, obtaining permission before creating a personal account, safeguarding privacy, and accuracy of product descriptions within the application. Therefore, developers of the ITTS MART application should work on improving these aspects to enhance user satisfaction with the application.
Co-Authors Hawwin Mardhiana Perdana Suteja Putra Zunaidi, Rizqa Amelia