kaimuddin, Nur indah fitri and Murdiyana, Murdiyana (2025) ANALISIS PENGARUH USER EXPERIENCE TERHADAP KEPUASAN PENGGUNA APLIKASI IDENTITAS KEPENDUDUKAN DIGITAL MENGGUNAKAN MODEL DELONE & MCLEAN DI KOTA AMBON. Diploma thesis, IPDN.
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Abstract
ABSRACT Problem Statement/Background (GAP): The implementation of the Digital Population Identity (IKD) application as an innovation in population administration in the digital era still faces gaps in understanding factors affecting user satisfaction in regions with diverse geographical and demographic characteristics such as Ambon City. Despite technological advances, user experience challenges remain a critical issue affecting application adoption and effectiveness. Purpose: This study aims to analyze the influence of three user experience dimensions (system quality, information quality, and service quality) on user satisfaction of the IKD application using the DeLone and McLean model in Ambon City. Method: This study used a quantitative approach with purposive sampling of 100 IKD application users across five sub-districts in Ambon City, utilizing Structural Equation Modeling-Partial Least Square (SEM-PLS) analysis with SmartPLS 4.0 software. Data collection was conducted through questionnaires using a 5-point Likert scale. Result: Results revealed that all three dimensions positively and significantly influenced user satisfaction, with service quality having the strongest impact (β=0.352, p<0.05), followed by system quality (β=0.274, p<0.05) and information quality (β=0.239, p<0.05). The research model explained 76% of the variation in user satisfaction (R²=0.760), indicating strong predictive relevance (Q²=0.547). Conclusion: These findings indicate that optimization of the IKD application in Ambon City should prioritize enhancing service quality, particularly in responsiveness and problem-solving aspects, to achieve effective implementation of digital transformation in population administration in eastern Indonesia. Keywords: User Experience, User Satisfaction, Digital Population Identity, DeLone and McLean Model, System Quality, Information Quality, Service Quality ABSTRAK Permasalahan/Latar Belakang (GAP): Implementasi aplikasi Identitas Kependudukan Digital (IKD) sebagai inovasi administrasi kependudukan di era digital masih menghadapi kesenjangan pemahaman mengenai faktor-faktor yang mempengaruhi kepuasan pengguna di daerah dengan karakteristik geografis dan demografis beragam seperti Kota Ambon. Meskipun kemajuan teknologi pesat, tantangan user experience tetap menjadi isu kritis yang mempengaruhi adopsi dan efektivitas aplikasi. Tujuan: Penelitian ini bertujuan menganalisis pengaruh tiga dimensi user experience (kualitas sistem, kualitas informasi, dan kualitas layanan) terhadap kepuasan pengguna aplikasi IKD menggunakan model DeLone dan McLean di Kota Ambon. Metode: Penelitian menggunakan pendekatan kuantitatif dengan teknik purposive sampling terhadap 100 pengguna aplikasi IKD di lima kecamatan Kota Ambon, menggunakan analisis Structural Equation Modeling-Partial Least Square (SEM-PLS) dengan software SmartPLS 4.0. Pengumpulan data dilakukan melalui kuesioner dengan skala Likert 5 poin. Hasil/Temuan: Hasil penelitian menunjukkan bahwa ketiga dimensi berpengaruh positif signifikan terhadap kepuasan pengguna, dengan kualitas layanan memiliki pengaruh terkuat (β=0,352, p<0,05), diikuti kualitas sistem (β=0,274, p<0,05) dan kualitas informasi (β=0,239, p<0,05). Model penelitian mampu menjelaskan 76% variasi kepuasan pengguna (R²=0,760) dengan relevansi prediktif yang kuat (Q²=0,547). Kesimpulan: Temuan ini mengindikasikan bahwa optimalisasi aplikasi IKD di Kota Ambon harus memprioritaskan peningkatan kualitas layanan, terutama aspek responsivitas dan solusi penanganan masalah, untuk mencapai efektivitas implementasi transformasi digital administrasi kependudukan di Indonesia bagian timur. Kata kunci: User Experience, Kepuasan Pengguna, Identitas Kependudukan Digital, Model DeLone dan McLean, Kualitas Sistem, Kualitas Informasi, Kualitas Layanan
| Item Type: | Thesis (Diploma) |
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| Subjects: | H Social Sciences > H Social Sciences (General) T Technology > T Technology (General) |
| Divisions: | Campus > IPDN Kampus Jatinangor |
| Depositing User: | Teknologi Rekayasa Informasi Pemerintahan FMP |
| Date Deposited: | 28 May 2025 03:48 |
| Last Modified: | 28 May 2025 03:48 |
| URI: | http://eprints.ipdn.ac.id/id/eprint/23433 |
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