E-Servqual dan Model Kano dalam Aplikasi M-Tix

Selomit Aron Gita Untono, Sumiati Sumiati

Abstract


The study aims to determine the extent of user satisfaction of the M-Tix application on Android devices. User satisfaction analysis was conducted using the E-Servqual method and the Kano Model. The data collection method was carried out by distributing questionnaires to 100 respondents who met the criteria with 21 research attributes describing the E-Servqual Dimension. The results showed that there were 3 attributes that had satisfied M-Tix Application users. 18 attributes still needed to be improved, because they had a negative E-Servqual Gap. Attributes categorized as category M were 10 attributes. Attributes with category A had 9 attributes. Meanwhile, attributes categorized O and I each had one attribute. Based on this, there were 3 attributes that needed to be maintained, 17 attributes that needed to be improved, while the remaining one attribute could be removed.

Keywords


Customer Satisfaction; E-Servqual; Model kano; M-Tix

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DOI: http://dx.doi.org/10.33087/ekonomis.v9i2.1998

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