Pengaruh Kualitas Layanan Terhadap Kepuasan Pengguna Aplikasi SINAR di Kabupaten Blora
Keywords:
Service quality, SINAR application, User satisfactionAbstract
This research is motivated by the increasing number of complaints from users of the SINAR application who have experienced failures in the driver’s license renewal process. These failures are strongly suspected to result from the suboptimal quality of the application’s services. Therefore, this study aims to examine the influence of the service quality dimensions of the SINAR application on user satisfaction. The service quality dimensions include reliability, convenience, security, fulfillment, and ease of use. This study employs a quantitative approach and uses the convenience sampling technique, allowing the researchers to reach respondents who are easily accessible and willing to participate. The sample consists of 100 respondents from the Blora Regency community who have used the SINAR application for driver’s license renewal. The collected data were analyzed using the Structural Equation Modeling (SEM) method with the assistance of SmartPLS software. The results of the study indicate that the dimensions of reliability, security, and ease of use have a positive and significant effect on user satisfaction with the SINAR application. Meanwhile, the dimensions of convenience and fulfillment, although not statistically significant, still show a positive influence on user satisfaction. These findings provide important implications for the developers of the SINAR application to continuously improve service quality, particularly in the aspects of reliability, security, and ease of use, to enhance overall user satisfaction.
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