ANALISIS KEPUASAN PENGGUNA APLIKASI DANA MENGGUNAKAN METODE END USER COMPUTING SATISFACTION (EUCS) DAN DELONE & MCLEAN
DOI:
https://doi.org/10.54314/jssr.v8i3.4104Abstract
Abstract: The development of digital technology has driven transformation in the financial sector through the use of e-wallet applications, one of which is DANA, a popular platform in Indonesia. Although it has many users, negative reviews regarding system and information quality are still found, indicating a gap between user expectations and experiences. This study analyzes user satisfaction levels with the DANA application by combining two theoretical approaches: End User Computing Satisfaction (EUCS) and the DeLone & McLean Model. EUCS assesses five satisfaction dimensions: content, accuracy, format, ease of use, and timeliness, while the DeLone & McLean Model adds system quality, information quality, service quality, and net benefits dimensions. Data were collected through an online questionnaire from 352 active DANA users across Indonesia and analyzed using Structural Equation Modeling (SEM) with SPSS 25 and AMOS 25 software. The results show that the indicators content, accuracy, service quality, and net benefits significantly influence user satisfaction, whereas format, ease of use, timeliness, system quality, and information quality do not have a significant effect. Overall, most users are satisfied with the services provided by the DANA application.
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Keywords: User Satisfaction, DeLone & McLean, EUCS, DANA, e-wallet.
Abstrak: Perkembangan teknologi digital telah mendorong transformasi di bidang keuangan melalui aplikasi e-wallet, salah satunya DANA yang populer di Indonesia. Meski memiliki banyak pengguna, ulasan negatif terkait kualitas sistem dan informasi masih ditemukan, menunjukkan adanya kesenjangan antara ekspektasi dan pengalaman pengguna. Penelitian ini menganalisis tingkat kepuasan pengguna aplikasi DANA dengan menggabungkan dua pendekatan teoritis, yaitu End User Computing Satisfaction (EUCS) dan Model DeLone & McLean. EUCS menilai lima dimensi kepuasan yaitu content, accuracy, format, ease of use, dan timeliness, sedangkan Model DeLone & McLean menambahkan dimensi system quality, information quality, service quality, dan net benefits. Data dikumpulkan melalui kuesioner daring kepada 352 responden aktif pengguna DANA di seluruh Indonesia dan dianalisis menggunakan Structural Equation Modeling (SEM) dengan SPSS 25 dan AMOS 25. Hasilnya menunjukkan indikator content, accuracy, service quality, dan net benefits berpengaruh signifikan terhadap kepuasan pengguna, sementara format, ease of use, timeliness, system quality, dan information quality tidak berpengaruh signifikan. Secara keseluruhan, mayoritas pengguna merasa puas dengan layanan DANA.
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Kata kunci: Kepuasan Pengguna, Delone & Mclean, EUCS, DANA, E-wallet
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