Pengaruh Efektivitas Implementasi Dan Layanan Digital Pelni Mobile Terhadap Perspektif Pelanggan Selama New Normal Pandemic Covid-19
DOI:
https://doi.org/10.53091/jtir.v1i1.10Keywords:
Effectiveness Apps Mobile, Customer PerspectiveAbstract
Abstract:
Penelitian ini dibuat dengan merujuk pada para Pengguna yang menggunakan Layanan Digital untuk Pembelian Tiket di PT. PELNI. Studi ini bertujuan untuk menganalisis Efektifitas Pelayanan Digital yaitu Aplikasi berbasis Mobile yang bisa memfasilitasi interaksi antar pemangku kepentingan yang terlibat dalam aktivitas Penumpang Melalui Moda Transportasi Laut secara efektif dan efisien selama pandemi Covid-19. Aplikasi yang dibuat berdasarkan kebutuhan dari para pengguna Jasa Transportasi Laut serta industri Logistik. Penelitian ini menggunakan teori D&M information system success model oleh De Lone dan Mc Lean pada 2003. Pada penelitian ini terdapat enam indikator yaitu kualitas sistem, kualitas informasi, kualitas layanan, intensi pengguna, kepuasan pengguna dan manfaat bersih. Metode yang digunakan pada penelitian ini yaitu kuantitatif deskriptif. Dalam penelitian ini pengumpulan data dilakukan dengan menyebarkan 100 kuisioner kepada pengguna aplikasi Pelni Mobile. Penentuan sampel menggunakan rumus Slovin karena jumlah pengguna aplikasi pelni mobile sebanyak 1,049 pengguna. Penelitian ini menggunakan pendekatan kuantitatif dengan tipe penelitian deskriptif. Tipe penelitian deskriptif dipilih karena peneliti hanya bertujuan untuk menggambarkan efektifitas Layanan Mobile Aplication (PELNI MOBILE) dengan melakukan pengujian hipotesis. Metodologi yang dipergunakan dalam studi ini adalah dengan Metode Campuran (Mix Method), yaitu Kuesioner. Hasil penelitian menunjukkan bahwa semua hipotesis berpengaruh positif dan signifikan. Berdasarkan hasil uji analisis deskriptif bahwa Aplikasi Pelni Mobile dapat dikatakan Sangat Efektif dengan rata rata dari penggabungan setiap indicator menghasilkan nilai sebesar 3,63 yang berada dalam rentang skala sangat efektif.
Keywords: EFFECTIVENESS, APPS MOBILE, CUSTOMER PERSPECTIVE
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