Analysis of User Satisfaction of Online Transportation Users with the end User Computing Satisfaction Method

Celestine Chang; Johanes Terang Kita Perangin Angin; Leony Hoki

doi:10.59934/jaiea.v5i1.1297

Authors

Celestine Chang STMIK TIME
Johanes Terang Kita Perangin Angin STMIK TIME
Leony Hoki STMIK TIME

DOI:

https://doi.org/10.59934/jaiea.v5i1.1297

Keywords:

Online Transportation, User Satisfaction, End User Computing Satisfaction, EUCS

Abstract

The development of information and communication technology has significantly impacted various sectors, including transportation. In Medan City, app-based online transportation services have emerged as a practical solution to meet the community's mobility needs while simultaneously creating new job opportunities. This study aims to analyze user satisfaction levels with online transportation services using the End User Computing Satisfaction (EUCS) approach, which includes five key dimensions: content, accuracy, format, ease of use, and timeliness. Data were collected through an online questionnaire distributed to 100 active users of online transportation services in Medan and analyzed using descriptive statistics and frequency distribution. The findings are presented through an interactive website to facilitate interpretation. This study is expected to provide a comprehensive overview of user experience and offer strategic insights for service providers to improve service quality and develop marketing strategies aligned with user needs in the digital era.

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