Analysis of the Satisfaction Level of OVO Application Users in Jabodetabek

Nur Eko Fikriyadi

doi:10.21009/ISC-BEAM.012.94

Nur Eko Fikriyadi Universitas Negeri Jakarta

DOI: https://doi.org/10.21009/ISC-BEAM.012.94

Keywords: User Satisfaction, OVO application, Descriptive Analysis, Sample Independent T-test, Mean

Abstract

This research aims to analyze the level of satisfaction of OVO application users in the Jabodetabek area and the factors that influence user satisfaction. The research method used is a quantitative approach with a cross-sectional survey method. The research population consists of individuals who currently or have previously used the OVO application, with a sample of 133 OVO application users in Jabodetabek who were selected using purposive sampling. Data was collected through a questionnaire distributed online via Google Form. The research instrument was tested for validity and reliability. The data analysis techniques used are independent sample t-test, average or mean test, and standard deviation. The research results show that there are varying levels of satisfaction among OVO application users. Several respondents were satisfied with the ease of transactions and attractive promos offered by the application, but there were also aspects that still needed to be improved, such as information presentation and transaction security. Recommendations for further research are to expand the distribution of respondents, increase the sample size, and involve a more comprehensive approach in measuring user satisfaction of the OVO application. It is hoped that this research can provide valuable insight for companies in improving the service quality and user experience of the OVO application in the Jabodetabek area.

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