Penerapan DeLone & McLean Dan UTAUT Terhadap Kepuasan dan Kepercayaan Pengguna Alfagift
DOI:
https://doi.org/10.26418/justin.v14i2.97032Keywords:
Alfagift, DeLone & McLean, Kepercayaan, Kepuasan, UTAUTAbstract
Pada tahun 2019 Alfamart meluncurkan aplikasi belanja kebutuhan sehari-hari secara daring, yang menawarkan berbelanja lebih praktis dan efisien. Tetapi, terdapat beberapa ulasan permasalahan yang dialami oleh sebagian pengguna, diantaranya aplikasi terkadang lambat, error, tidak bisa login, kendala terkait transaksi pembayaran, pengiriman tidak sesuai dengan pemilihan waktu pengiriman, dan layanan pelanggan yang kurang tanggap memberikan solusi. Tujuan penelitian ini untuk menganalisa kepuasan dan kepercayaan pengguna Alfagift di Kota Sukabumi dengan pendekatan DeLone & McLean dan UTAUT, besar tingkat kepuasan dan kepercayaan pengguna, dan merumuskan rekomendasi strategis berdasarkan faktor apa saja yang perlu ditingkatkan. Menggunakan enam variabel utama dari model DeLone McLean 2003, dua variabel dari UTAUT, dan satu variabel modifikasi kepercayaan. Hasil menunjukkan dari 16 hipotesis 10 diantaranya diterima dan enam tidak diterima. Besar tingkat kepuasan dan kepercayaan menunjukkan 85%, untuk 15% kekurangannya menjadi dasar penyusunan strategi perbaikan kualitas sistem informasi agar selaras dengan kebutuhan dan harapan pengguna.References
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