Analisis Kepuasan Pelanggan MyPertamina dengan Pendekatan User Experience & DeLone McLean

Erick Syaputra  Chaniago; Faradillah Hakim; Muhammad Fadhiel Alie; Nining Ariati

doi:10.32524/jusitik.v8i2.1447

Authors

Erick Syaputra Chaniago Universitas Indo Global Mandiri
Faradillah Hakim Universitas Indo Global Mandiri
Muhammad Fadhiel Alie Universitas Indo Global Mandiri
Nining Ariati Universitas Indo Global Mandiri https://orcid.org/0009-0001-4819-5906

DOI:

https://doi.org/10.32524/jusitik.v8i2.1447

Keywords:

Delone Mclean Model, MyPertamina, SmartPLS, User Experience, user satisfaction, online learning system, WebQual, Kano Model

Abstract

The MyPertamina application is a digital innovation from PT Pertamina that aims to improve customer experience by providing non-cash payment services, gas station location navigation, and loyalty programs. Using the DeLone & McLean model, this study aims to analyze the influence of User Experience on user satisfaction of the MyPertamina application among academics at Universitas Indo Global Mandiri. This model includes dimensions of system quality, information quality, service quality, user satisfaction, and net benefits. The purpose of this study was to analyze the influence of User Experience on user satisfaction of the MyPertamina application among academics at Universitas Indo Global Mandiri. The results show that user experience, systems, information, and services contribute 95.2% to user satisfaction. User experience is the most dominant factor. These findings provide theoretical contributions and practical recommendations for the development of the MyPertamina application.