Analysis of Youth Satisfaction Levels with Maxim Application in Jakarta Using the Eucs Approach
Abstract
User satisfaction can impact reuse and foster user loyalty. If users feel dissatisfied, they may potentially switch to other competitors. This can impact the sustainability of the company in the future, particularly for Maxim, an online transportation company. Therefore, it is crucial for the company to understand user satisfaction levels to improve specific aspects and achieve desired user satisfaction. This research aims to determine the satisfaction levels of young generation with the Maxim app in Jakarta using the End User Computing Satisfaction (EUCS) approach. EUCS is used to measure the satisfaction of end users with the Maxim application system. An online questionnaire was distributed through Google Form, gathering data from 100 respondents who have used the Maxim app in Jakarta. The data was analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). From the CSI calculation, it was found that the level of satisfaction of young generation users on the Maxim application in Jakarta obtained the “Satisfied” criteria. Furthermore, IPA results indicated that improving the effectiveness of the screen display and ensuring prompt driver allocation in the app were prioritized for Maxim. Easy menu navigation, user-friendly interface design, easy-to-use features, and displaying real-time information in the app were identified as aspects to maintain, as users rated these aspects as important and satisfied. Thus, this research is expected to assist the company in improving user satisfaction by identifying areas for improvement to increase the effectiveness and quality of user experience when using the Maxim app.
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