Analysis of Customer Satisfaction Using the End User Computing Satisfaction Approach Toward Users of Digital Post-Payment Application Gopay Later

Main Article Content

Frans Sudirjo
Grace Martha Geertruida Bororing
Iwan Harsono
Tanti Widia Nurdiani
Ifin Naim

Abstract

The purpose of this study is to identify and quantify the factors that affect consumers' satisfaction when they use pay later. This study uses a quantitative methodology. Researchers used questionnaires to get information. To pick 100 respondents from the research population, which was made up of pay later users who were actively using the service, the researchers used purposive selection approaches. Partial least squares structural equation modeling is the data analysis technique used in this study (PLS-SEM). The research findings indicated that there was a high degree of goodness and excellence in the data quality and the data outcomes acquired through the outer and inner models. All hypotheses tested in this study were accepted, indicating that the variables measured, such as content, accuracy, format, and ease of use, have a significant effect on the level of end-user satisfaction. Testing of the model structure also confirmed the acceptance of all hypotheses, with accuracy proven to have the greatest influence on ease of use. This research shows that the accuracy aspect of the use of a system or product has the most significant impact on user satisfaction. However, it is important to note that all variables, including content, format, and ease of use, also positively contribute and cannot be ignored. Therefore, even though accuracy has the greatest influence, the presence of all these factors remains an important aspect of analyzing customer satisfaction in this research.

Article Details

How to Cite
Sudirjo, F., Geertruida Bororing, G. M., Harsono, I., Widia Nurdiani, T., & Naim, I. (2024). Analysis of Customer Satisfaction Using the End User Computing Satisfaction Approach Toward Users of Digital Post-Payment Application Gopay Later. Jurnal Informasi Dan Teknologi, 6(1), 188-193. https://doi.org/10.60083/jidt.v6i1.496
Section
Articles

References

[1] Astuti, S., “Analyze the factors that influence people's interest in using the Go-Pay digital wallet application,” Jurnal Manajemen, vol. 13, no. 1, pp. 26–36, 2022.
[2] Tannady, H., Dewi, C. S., & Gilbert. (2024). Exploring Role of Technology Performance Expectancy, Application Effort Expectancy, Perceived Risk and Perceived Cost On Digital Behavioral Intention of GoFood Users. Jurnal Informasi Dan Teknologi, 6(1), 80-85. https://doi.org/10.60083/jidt.v6i1.477
[3] Ilias, A., “End-User Computing Satisfaction (EUCS) towards Computerised Accounting System (CAS) in Public Sector: A Validation of Instrument,” Journal of Internet Banking and Commerce, vol. 16, pp. 17, 2021.
[4] Nurprihatin, F., & Tannady, H. (2018). An integrated transportation models and savings algorithm to minimize distribution costs. In Proceeding of the 1st Asia Pacific Conference on Research in Industrial and Systems Engineering (pp. 216-221). Depok: Department of Industrial Engineering Universitas Indonesia.
[5] Madyatmadja, E. D., Liliana, L., Andry, J. F., & Tannady, H. (2020). Risk analysis of human resource information systems using COBIT 5. Journal of Theoretical and Applied Information Technology, 98(21), 3357-3367.
[6] Hidayat, W. G. P., & Tannady, H. (2023). Analysis of Organizational Citizenship Behavior (OCB) Variables, Work Stress, Work Communication, Work Climate Affecting Employee Performance and Turnover Intention at PT. Bank Tabungan Negara (Persero) Tbk. Cabang Gresik. International Journal of Science, Technology & Management, 4(3), 688-696.
[7] Hendy, T., Resdiansyah, R., Johanes, F. A., & Rustono, F. M. (2020). Exploring the role of ICT readiness and information sharing on supply chain performance in coronavirus disruptions. Technol. Rep. Kansai Univ, 62, 2581-2588.
[8] Sudirjo, F., Setyo Oetomo, D., Grace Putrianti, F., Abubakar, F., & Lamboy Sinaga, V. (2024). Analysis of The Influence of Price, Digital Advertising and E-Service Quality on Digital Repurchase Intention of Online Travel Platform Users. Jurnal Informasi Dan Teknologi, 6(1), 170-175. https://doi.org/10.60083/jidt.v6i1.493
[9] Octiva, C. S., Israkwaty, Nuryanto, U. W., Eldo, H., & Tahir, A. (2024). Application of Holt-Winter Exponential Smoothing Method to Design a Drug Inventory Prediction Application in Private Health Units. Jurnal Informasi Dan Teknologi, 6(1), 1-6. https://doi.org/10.60083/jidt.v6i1.464
[10] Prastiwi, I. E., “The Concept of Paylater Online Shopping from an Islamic Economic View,” Jurnal Ilmiah Ekonomi Islam, vol. 7, no. 1, pp. 425, 2022.
[11] Sudirjo, F., Ratna Tungga Dewa, D. M., Indra Kesuma, L., Suryaningsih, L., & Yuniarti Utami, E. (2024). Application of The User Centered Design Method To Evaluate The Relationship Between User Experience, User Interface and Customer Satisfaction on Banking Mobile Application. Jurnal Informasi Dan Teknologi, 6(1), 7-13. https://doi.org/10.60083/jidt.v6i1.465
[12] Fatkhuri, Dharmawan, D., Desty Febrian, W., Karyadi, S., & Sani, I. (2024). Application of Heuristic Evaluation Method to Evaluate User Experience and User Interface of Personnel Management Information Systems to Improve Employee Performance. Jurnal Informasi Dan Teknologi, 6(1), 14-20. https://doi.org/10.60083/jidt.v6i1.466
[13] Serius Nazara, D., Ratnawita, Ekasari, S., Sulistiarini, E. B., & Yuniarti Utami, E. (2024). Analysis Of Perceived Value of Benefit Cash on Delivery Payment Method Customers When Using Digital Wallet Application. Jurnal Informasi Dan Teknologi, 6(1), 21-28. https://doi.org/10.60083/jidt.v6i1.467
[14] Suryani, M., “The Influence of the Non-Physical Work Environment and Communication on Employee Performance at PT. Bangkit Maju Bersama in Jakarta,” JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia), vol. 2, no. 3, pp. 419, 2020.
[15] Andry, J. F., Tannady, H., & Nurprihatin, F. (2020, March). Eliciting requirements of order fulfilment in a company. In IOP Conference Series: Materials Science and Engineering (Vol. 771, No. 1, p. 012023). IOP Publishing.
[16] Solehati, A., Mustafa, F., Hendrayani, E., Setyawati, K., Kusnadi, I. H., Suyoto, Y. T., & Tannady, H. (2022). Analisis Pengaruh Store Atmosphere dan Service Quality Terhadap Brand Preference (Studi Kasus Pelanggan Gerai Ritel Kopi di DKI Jakarta). Jurnal Kewarganegaraan, 6(2), 5146-5147.
[17] Basrah S & Samsul I, “The Influence of Product Quality and Service Quality on Consumer Satisfaction,” Jurnal Riset Manajemen Sains Indonesia (JRMSI), vol.3, no.1, 2022.
[18] D. Abdullah, “Perancangan Sistem Informasi Pelayanan Kapal,” J. Ilm. Teknol. Inf. Terap., 2015.
[19] Hasanun, D. Abdullah, and M. Daud, “Pengembangan Sistem E-Learning Politeknik Negeri Lhokseumawe dengan Model Vark ”, jidt, vol. 5, no. 4, pp. 222-228, Dec. 2023.
[20] A. Faridhatul Ulva, D. Abdullah, Masriadi, Nurhasanah, N. Alimul Haq, and B. Ulumul Haq, “AROS(AgRO-Smart) : Smart City Pertanian dengan Track and Trace GPS berbasis Mobile”, jidt, vol. 5, no. 4, pp. 78-91, Nov. 2023.
[21] D. . K. Pramudito, A. . Titin Sumarni, E. . Diah Astuti, B. . Aditi, and Magdalena, "The Influence of User Trust and Experience On User Satisfaction Of E-Commerce Applications During Transactions in Mini Markets Using Delon and McLean Method", jsisfotek, vol. 5, no. 4, pp. 1–7, Oct. 2023.
[22] S. Budi Utomo, J. P. Nugraha, E. Sri wahyuningsih, R. . Indrapraja, and F. A. . Binsar Kristian Panjaitan, “Analysis of The Effectiveness of Integrated Digital Marketing Communication Strategies in Building MSMEs Brand Awareness Through Social Media”, jsisfotek, vol. 5, no. 4, pp. 8–13, Oct. 2023.