Mutiara Puteri Utami, Rangga Gelar Guntara, Btari Mariska Purwaamijaya

Analisis Tingkat Kepuasan Pengguna Aplikasi By.U Menggunakan Metode EUCS dan IPA

Introduction

Analisis tingkat kepuasan pengguna aplikasi by.u menggunakan metode eucs dan ipa. Analisis kepuasan pengguna aplikasi By.U untuk Gen Z menggunakan metode EUCS dan IPA. Menyoroti masalah force close, sinyal buruk, dan perlunya peningkatan kualitas layanan untuk memenuhi harapan pengguna.

Abstract

By.U merupakan produk seluler prabayar digital end-to-end (proses dari awal sampai akhir) pertama di indonesia untuk seluruh kebutuhan telekomunikasi yang dikembangkan khusus untuk segmen gen Z di Indonesia. Seiring dengan terus meningkatnya layanan yang diberikan. By.U juga terus mengalami peningkatan pengguna setiap tahunnya. Dalam 3 bulan terakhir Aplikasi By.U mendapatkan ulasan negatif, kemudian setelah dilakukan survei pendahuluan ada kendala pada aplikasi By.U antara lain aplikasi yang sering mengalami keluar paksa, sinyal yang buruk, dan UX writer yang kurang bisa dipahami. Oleh karena itu, tujuan dilakukannya penelitian ini untuk menganalisis tingkat kepuasan pengguna berdasarkan kinerja dan harapan pengguna pada aplikasi By.U menggunakan metode EUCS (End User Computing Satisfaction) dan IPA (Importance Performance Analys). Penelitian ini menguji 7 variabel EUCS yaitu content, accuracy, format, timeliness, ease of use, speed of response, dan security. Hasil analisis menunjukkan tingkat kesesuaian aplikasi By.U masih <100% sehingga belum mencapai harapan pengguna, pada analisis kuadran IPA terdapat prioritas utama perbaikan pada item F2 (Kemudahan Format), dan pada analisis gap nilai skor yang dihasilkan secara keseluruhan masih negatif sehingga masih belum memenuhi harapan pengguna. Dari hasil analisis tersebut disimpulkan bahwa aplikasi By.U masih belum mencapai kepuasan pengguna dan perlu peningkatan kualitas produk dan layanan.

Review

This study addresses a pertinent issue concerning user satisfaction with By.U, the first end-to-end digital prepaid cellular product in Indonesia, specifically targeting Generation Z. The authors highlight a concerning trend of increasing negative reviews and specific application issues, including forced application exits, poor signal quality, and unintuitive UX writing. In response, the research aims to meticulously analyze user satisfaction by assessing performance against user expectations using established methodologies: End User Computing Satisfaction (EUCS) and Importance-Performance Analysis (IPA). This objective is well-defined and clearly tackles a practical problem faced by the By.U application, positioning the study as highly relevant for mobile service providers and user experience researchers. The methodology effectively employs the EUCS framework, examining seven critical variables: content, accuracy, format, timeliness, ease of use, speed of response, and security. Supplemented by IPA, this dual approach allows for a comprehensive evaluation of user perceptions and identifies key areas for intervention. The findings are unequivocal: the application's overall suitability remains below 100%, signifying a failure to meet user expectations. Crucially, the IPA analysis pinpoints "Kemudahan Format" (Ease of Format) as the primary area requiring urgent improvement. Furthermore, the overall negative gap score consistently underscores that current user expectations for By.U are not being met, thereby confirming the initial premise of user dissatisfaction. The paper offers valuable insights by systematically identifying specific pain points within the By.U application, providing actionable data for its developers. The application of well-regarded satisfaction models like EUCS and IPA lends credibility to the findings. While the abstract effectively outlines the problem and results, a more detailed discussion on the sample characteristics, data collection instrument validity, and the specific operationalization of the EUCS variables would strengthen a full paper. Nevertheless, the conclusion that By.U necessitates significant improvements in product and service quality is well-supported. This research provides a solid foundation for future efforts, urging the By.U team to prioritize enhancements, particularly in the user interface and overall "Ease of Format," to bridge the identified gap between user expectations and actual performance.

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