Ela Ramadani, - (2024) ANALISIS KUALITAS LAYANAN APLIKASI LINKAJA TERHADAP KEPUASAN PENGGUNA MENGGUNAKAN METODE E-SERVQUAL DAN KANO. Jurnal INOVTEK POLBENG - SERI INFORMATIKA, 9 (1). ISSN 2527-9866

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Abstract

LinkAja is part of an e-wallet which is an application-based electronic financial service that aims to provide convenience to users allowing customers to make transactions such as purchases, payments, transfers, bills, and others quickly and easily. The survey results show that the first problem is experiencing slow, time-consuming transactions and also features in the LinkAja application that are incomplete so that they can interfere with user efficiency. The second problem is verification to upgrade to premium / full, the process takes a long time.This research uses the E-Servqual and Kano methods. The purpose of this study is to determine the level of user satisfaction with the services in transactions offered by LinkAja in its application. By using the e-servqual method, it is obtained that all e-servqual attributes still have a negative gap value of 0.800 Q ≤ 1, which means that they cannot satisfy users, and using the kano method, 11 attributes are identified as clear user needs and are expected to be met, prioritized and improved in the service, then 10 service attributes need to be implemented, because if these attributes are met, the income from these attributes can increase high user satisfaction even though the performance of these attributes has decreased. And 6 service attributes needed to influence user satisfaction can be seen from how the service is. In this study it was found that user satisfaction with the LinkAja application service is still not satisfactory and it is necessary to evaluate and improve each service so that it can be used more efficiently for user satisfaction.

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