Analisis Tingkat Kepuasan Pengguna Aplikasi Akulaku Menggunakan Metode End User Computing Statisfaction (EUCS)

Sustiyanisa, Gitasiwi (2024) Analisis Tingkat Kepuasan Pengguna Aplikasi Akulaku Menggunakan Metode End User Computing Statisfaction (EUCS). Undergraduate Thesis thesis, Institut Teknologi Telkom Purwokerto.

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Abstract

The rapid progress of information technology is one of the considerations that makes it easier for people to fulfill their daily needs. Indonesia is ranked 8th in the world where 80% of internet users are teenagers aged 15-19. The Covid 19 pandemic, which has been going on for the past 2 years, has caused people who have never shopped online before to now have to rely on digital shopping platforms to meet their needs. One of the e-commerce platforms in Indonesia is the Akulaku application from various similar applications. The Akulaku application has a number of downloads on Playstore reaching 50 million downloads, however the Akulaku application has not achieved the maximum level of user satisfaction seen from the handling of the customer complaints system which is less helpful, the camera feature for face verification which always fails in the loan application process, the payment feature via Scan / import QR is removed, the filter feature in search is not optimal in displaying the items you are looking for. This research aims to analyze the level of user satisfaction of the Akulaku application using the End User Computing Satisfaction (EUCS) method with limited user problems of the Akulaku Application version 5.0. The EUCS method has five measurement indicators, including content, accuracy, format, ease of use and time. The research results showed that the user satisfaction index for the content variable was 80%, the accuracy variable was 73%, the format variable was 76%, the ease of use variable was 80%, and the timeliness variable was 80%. Recommendations are made to increase certain variables such as content, format, ease of use, timeliness to meet user needs and satisfaction. The accuracy variable needs to be improved in adjusting the menu design to meet user needs without reducing the overall performance of the application. Keywords: Akulaku, Application, EUCS, Satisfaction

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