Studi Tingkat Kepuasan Pengguna terhadap Layanan Aplikasi iSafe Sumatera dengan Pendekatan SERVQUAL pada PT. Barasentosa Lestari
DOI:
https://doi.org/10.55606/jtmei.v5i1.6327Keywords:
Field Work Practice, Importance Performance Analysis, iSafe Sumatera, Service Quality, SERVQUALAbstract
This Field Work Internship (PKL) was conducted at PT. Baransentosa Lestari and focused on analyzing the service quality of the iSafe Sumatera application. The PKL activity aimed to determine the level of user satisfaction with the application's service quality and identify gaps between user expectations and perceptions. The methods used in this study were Service Quality (SERVQUAL) and Importance Performance Analysis (IPA). Data was collected by distributing questionnaires to iSafe Sumatera application users using a Likert scale. The data obtained were then tested for validity and reliability, and the results showed that all questionnaire items were valid and reliable, making them suitable for further analysis. The SERVQUAL GAP calculation results showed that all SERVQUAL dimensions had negative GAP values, indicating that the application's performance generally fell below user expectations. Based on the Importance Performance Analysis (IPA) results, the Tangibles and Responsiveness dimensions were in Quadrant A, indicating that these two dimensions are of high importance but their performance is not yet optimal, making them a top priority for improvement. Meanwhile, the Reliability, Assurance, and Empathy dimensions are in Quadrant B, indicating that performance in these dimensions has met user expectations and should be maintained. The results of this analysis are expected to serve as evaluation material for the company in improving the service quality of the iSafe Sumatera application.
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