Analysis of User Satisfaction Level of PTPP System Using EUCS and IPA Methods

Nyoman Ayu Nila Dewi ()
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Nyoman Ayu Nila Dewi: Institut Teknologi Dan Bisnis STIKOM Bali, Information System Departement

A chapter in Proceedings of the International Conference on Sustainable Green Tourism Applied Science - Social Applied Science 2024 (ICoSTAS-SAS 2024), 2024, pp 726-734 from Springer

Abstract: Abstract Customer satisfaction is the result of an evaluation of the services provided. One way to measure customer satisfaction is through a questionnaire. Evaluation includes service quality and system effectiveness in helping customers solve problems. Request for Preventive and Corrective Action (PTPP) is one of the processes carried out at ITB STIKOM Bali to handle various complaints and input from customers. So far, the process has been carried out conventionally by filling out a complaint form and processing it to the relevant unit, for which sometimes the form is lost and must be re-created so, that a PTPP system was built that has been implemented and used by all parts of ITB STIKOM Bali. From the beginning of the PTPP system, customer satisfaction measurements have not been carried out so managers do not understand whether the system and system performance can run according to the process. This study will apply the EUCS and IPA methods which will later be used as documentation of the results of user satisfaction with the PTPP system. Of the 12 statements, the results of a value of more than 100% are in statements P2, P3, P4, P5, P8, and P12 where this statement means that it has exceeded user expectations. The the highest statement is 114.4%, namely the PTPP design, and menu are easy to understand. The development recommendation is taken from the lowest value, 93.89%, in statement, P10, namely the PTPP display is not easily accessible on various platforms, so there is a display that does not provide good information. It is necessary to develop the system to be more responsive when accessed through various platforms.

Keywords: Customer Satisfaction; EUCS; Evaluation; IPA (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-622-2_80

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