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

DOI

10.2991/978-94-6463-622-2_80How to use a DOI?

Keywords

Customer Satisfaction; EUCS; Evaluation; IPA

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.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Nyoman Ayu Nila Dewi
PY  - 2024
DA  - 2024/12/31
TI  - Analysis of User Satisfaction Level of PTPP System Using EUCS and IPA Methods
BT  - Proceedings of the International Conference on Sustainable Green Tourism Applied Science - Social Applied Science 2024 (ICoSTAS-SAS 2024)
PB  - Atlantis Press
SP  - 726
EP  - 734
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-622-2_80
DO  - 10.2991/978-94-6463-622-2_80
ID  - Dewi2024
ER  -