An Analysis of User Satisfaction Toward the Maxim Application in Medan City using the E-Servqual Model

Rezkyta Agil; Pieter Octaviandy; Feriani Astuti Tarigan

doi:10.59934/jaiea.v5i2.1688

Authors

Rezkyta Agil STMIK Time
Pieter Octaviandy STMIK Time
Feriani Astuti Tarigan STMIK Time

DOI:

https://doi.org/10.59934/jaiea.v5i2.1688

Keywords:

user satisfaction, e-servqual, Maxim application

Abstract

The development of information technology has facilitated various activities, including online transportation services. Maxim, as one of the digital transportation service providers, has received numerous user complaints, particularly regarding its navigation features, interface design, and electronic payment system. This study aims to analyze user satisfaction with the Maxim application in Medan City using the E-Servqual method, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research used a quantitative approach by distributing online questionnaires to 104 respondents. The results showed that all dimensions had negative GAP values, with tangibles being the most dominant factor affecting user satisfaction. As a solution, a real-time dashboard prototype was designed to help developers monitor feature evaluations directly. This research is expected to serve as a reference for improving the quality of Maxim’s services in the future.

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