Analisis Kepuasan Pengguna DANA Terhadap Layanan Customer Relationship Management (CRM) berdasarkan Model End-User Computing Satisfaction (EUCS)

Abstrak

The development of digital technology has driven the increasing use of digital wallet applications, one of which is the DANA application. In its use, various complaints are still found regarding customer service, system security, and service quality that affect the level of user satisfaction. This study aims to analyze DANA application user satisfaction with Customer Relationship Management (CRM) services based on the End-User Computing Satisfaction (EUCS) model. The research method used is a quantitative approach with a survey technique through the distribution of online questionnaires to 102 respondents who use the DANA application. The CRM variables used include customer care, complaint handling, and service quality, while the EUCS model consists of content, accuracy, format, ease of use, and timeliness. Data analysis was carried out using validity tests, reliability tests, and multiple linear regression. The results of the study indicate that all EUCS variables have a significant influence on DANA application user satisfaction, with a calculated t value greater than the t table. In addition, the results of the validity test indicate that all statement items are valid and the research instrument is quite reliable with a reliability value of 0.66. Overall, this study shows that ease of use, timeliness, display format, information content, and system accuracy have a positive impact on DANA app user satisfaction.