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Analisis Kepuasan Pengguna Aplikasi Bibit Reksadana Menggunakan Metode EUCS Dan IPA

Ariescha Dwike Ayu Rinjani(1*),Dedy Rahman Prehanto(2)
(1) Universitas Negeri Surabaya
(2) Universitas Negeri Surabaya
(*) Corresponding Author
DOI : 10.35889/jutisi.v10i2.655

Abstract

Assessment of user satisfaction with mutual fund investment applications is considered very important because it can be used as a benchmark for the success of the application, and as an evaluation material for companies in improving application services. On that basis, it is necessary to analyze the level of user satisfaction with the aim of knowing the level of satisfaction of application users, knowing aspects of services that need to be improved, and knowing aspects of services that need to be maintained. The research was conducted by distributing questionnaires based on the dimensions of the end user computing satisfaction (EUCS) method. Furthermore, the data were analyzed using percentage analysis techniques and gap analysis by applying the importance performance analysis (IPA) method. The results obtained prove that the mutual fund seed application has an average user satisfaction level of 92%, which indicates that application users are very satisfied with the investment service.

Keywords: User satisfaction, Mutual Fund Seed Application, End User Computing Satisfaction (EUCS), Importance Performance Analysis (IPA).

 

ABSTRAK. Penilaian kepuasan user terhadap aplikasi investasi reksadana dinilai sangat penting karena dapat dijadikan tolok ukur keberhasilan aplikasi, dan sebagai bahan evaluasi perusahaan dalam meningkatkan layanan aplikasi. Atas dasar itu perlu dilakukan analisis tingkat kepuasan pengguna dengan tujuan untuk mengetahui tingkat kepuasan pengguna aplikasi, mengetahui aspek pelayanan yang perlu ditingkatkan kinerjanya, serta mengetahui aspek pelayanan yang perlu dipertahankan kinerjanya. Penelitian dilakukan dengan menyebarkan kuisioner yang disusun berdasarkan dimensi metode end user computing satisfaction (EUCS). Selanjutnya data dianalisis dengan teknik analisis presentase dan analisis gap dengan menerapkan metode importance performance analysis (IPA). Hasil yang didapatkan membuktikan bahwa aplikasi bibit reksadana memiliki presentase rata-rata tingkat kepuasan pengguna sebesar 92%,  yang menunjukkan pengguna aplikasi sangat puas terhadap pelayanan investasi tersebut.

Kata kunci: Kepuasan pengguna, Aplikasi Bibit Reksadana, End User Computing Satisfaction (EUCS), Importance Performance Analysis (IPA).

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