Analisis Kualitas Layanan Aplikasi Padi (Pasar Digital) UMKM terhadap Proses Pengadaan Barang dan Jasa di PT. Pelindo Regional 1 dengan Metode E-Service Quality dan Customer Satisfaction Index

Abstract

In using PaDi UMKM there are obstacles experienced by users of the PaDi UMKM application at PT. Pelindo Regional 1. There are also reviews on Google Playstore indicating dissatisfaction with the quality of PaDi UMKM services. There are obstacles experienced by users of the PaDi UMKM application at PT. Pelindo Regional 1 and general users on Google Playstore regarding the service quality of the PaDi UMKM application have hampered the process of procuring goods and services by users. Therefore, this research was conducted to analyze the quality of application services and determine the user satisfaction index for the PaDi UMKM application using the E-Service Quality and Customer Satisfaction Index (CSI) methods. Analysis of service quality is carried out by calculating sensory values / gaps between perceptions and expectations to find out the dimensions and attributes that are not in accordance with user expectations. The results of this study obtained 5 dimensions with a negative focus, namely compensation (-2.69), efficiency (-2.30), responsiveness (-1.08), system availability (-0.84) and fulfillment (-0.68). In the CSI calculation, there are 4 dimensions that get the criteria of cause of concern, namely, the efficiency dimension (70.15%), the fulfillment dimension (73.42%), the system availability dimension (70.72%), the responsiveness dimension gets (72.39%). Two dimensions get borderline or border criteria, namely, the privacy dimension (78.20%) and the contact dimension (76.40%). The compensation dimension gets a CSI value of 56.50% and is interpreted into very poor or very bad criteria and is a priority for improvement. In both methods, the compensation dimension is a priority for improvement due to several things, namely the refund process is not followed up, there is no guarantee of returning goods if the goods are damaged and does not provide protection when orders arrive not according to the application schedule.