THE EFFECTIVENESS OF IMPLEMENTING DIGITAL MOBILE AND PELNI SERVICES ON CUSTOMER PERSPECTIVE DURING THE NEW NORMAL PANDEMIC COVID-19 (CASE STUDY IN TANJUNG PRIOK PORT)

Franco Franco, Rohman Rohman, Johanes Kurniawan L

Abstract


This research was conducted by referring to the users of Digital Services to Purchase Tickets at PT. PELNI. This study aims to analyze the Effectiveness of Digital Services, Mobile-based Applications, that can facilitate interaction between stakeholders involved in passenger activities through sea transportation modes effectively and efficiently during the Covid-19 pandemic. The spplication was made based on the needs of users of the Sea Transportation Services. This study used the theory of the D&M information system success model by De Lone and Mc Lean in 2003. In this study, there are six indicators namely system quality, information quality, service quality, user intentions, user satisfaction, and net benefits. The method used in this research is descriptive quantitative. Data collection method was carried out by distributing 100 questionnaires to Pelni Mobile application users. To determine the sample, this researchapplied Slovin formula because the number of users of Pelni mobile application is 1,049 users. This research used a quantitative approach with descriptive research type. This type of descriptive research was chosen because the researcher only aims to describe the effectiveness of the Mobile Application Service (PELNI MOBILE) by testing the hypothesis.. The results showed that all hypotheses have positive and significant effects.Based on the descriptive analysis of the test results.It can be said that Pelni Mobile application is very effective with the average combination of each indicator generates a value of 3.63 which is in a very effective scale range.


Keywords


EFFECTIVENESS, APPS MOBILE, CUSTOMER PERSPECTIVE

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DOI: https://doi.org/10.25292/atlr.v3i0.258

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