Evaluasi Kepuasan Pengguna Aplikasi Access by KAI dengan Pendekatan End User Computing Satisfaction (EUCS) dan Importance Performance Analysis (IPA)
Evaluation Customer Satisfaction In Using The KAI Access Application Using End User Computing Satisfaction (EUCS) And Importance Performance Analysis (IPA) Approaches
Abstract
Digital technology encourages the use of digital applications, one of the companies that continues to develop its technology is PT. Kereta Api Indonesia (Persero). The application developed by PT. Kereta Api Indonesia (Persero) is Access by KAI which can make it easier for people to book train tickets boldly. This application provides various features such as ticket booking, schedule information, payment methods, user transaction history, and other services that can be accessed via mobile devices. However, based on various user reviews and input, complaints are still found regarding the performance and comfort of using several application features. This study aims to increase the level of user satisfaction with the Access by KAI application by using the End User Computing Satisfaction (EUCS) approach analyzed through the Importance Performance Analysis (IPA) method. The five EUCS dimensions used are: content, accuracy, format, ease of use, and punctuality. This study uses a quantitative method by distributing questionnaires to 239 respondents who use the application, and is supplemented with qualitative data through semi-structured interviews with 15 respondents who can be contacted again and analysis of user reviews on the Google Play Store. The results of the study indicate that there are seven application features in Quadrant I IPA, namely features that are considered very important by users but their performance is still relatively low. These features include: user purchase data (X2.3), train schedules (X2.4), fonts/writing (X3.4), bank payments (X4.2), rescheduling process (X4.7), ordering process (X5.2), and payment via digital wallet or e-wallet (X5.4). Findings from interviews and user reviews also strengthen the results of the analysis. This study recommends that PT KAI prioritize improvements to these features to improve service quality and overall user satisfaction.