EVALUASI KEPUASAN PENGGUNA APLIKASI NUJEK DI CIANJUR MENGGUNAKAN PIECES FRAMEWORK

Abstract

The use of technology-based applications has absorbed into people's daily lives, including online transportation ordering applications, such as Nusantara Ojek (Nujek). Nujek has become a testament to the growth of Indonesia's online transportation, especially in Cianjur. But, there has never been an evaluation of the perceptions of Nujek application users for the services provided. Therefore, this research was made with the aim of evaluating Nujek application user satisfaction in Cianjur, using the PIECES Framework. The data collection method was carried out by distributing questionnaires to users of the NUJEK application in the Cianjur area. Results of the questionnaire is calculated using a Likert Scale. The results of data analysis show that of the six PIECES variables, the average value for each variable is performance value (4.07), information value (3,85), economics value (4.36), control and security value (3 .67), efficiency value (4.40), and service value (3,98). All of these values are in the range 3.4 – 4.91 which indicates that all variables are in the satisfied category. Thus, it can be concluded that the Nujek application has provided a satisfying experience for customers in the Cianjur area, even though they are in the satisfied category, there are several notes that need to be considered and repaired to improve service.