ANALISIS TINGKAT KEPUASAN PENGGUNA APLIKASI UNIQLO ID MENGGUNAKAN METODE PIECES
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Abstract
Perkembangan teknologi informasi dan komunikasi telah mengubah kebiasaan belanja masyarakat menjadi lebih praktis, termasuk melalui aplikasi e-commerce seperti Uniqlo ID. Aplikasi ini populer di Indonesia dengan rating 4.9 dari 44.000 ulasan dan menempati peringkat ke-11 dalam kategori Top Free Apps Shopping. Namun, tingginya rating belum tentu mencerminkan kepuasan pengguna secara menyeluruh. Oleh karena itu, dilakukan analisis menggunakan metode PIECES (Performance, Information, Economic, Control & Security, Efficiency, Service) dengan teknik kuesioner melalui Google Form kepada masyarakat Kota Tangerang pengguna Uniqlo ID. Data dianalisis menggunakan Skala Likert dan teori Kaplan & Norton dengan bantuan IBM SPSS Statistics 27. Hasil analisis menunjukkan bahwa variabel Performance (4.26), Economic (4.30), dan Efficiency (4.28) berada pada kategori Sangat Puas, sedangkan Information (3.94), Control & Security (3.83), dan Service (4.02) berada pada kategori Puas. Variabel Economic memperoleh nilai tertinggi, sementara Control & Security mendapat nilai terendah.
Keywords : Analisis, Tingkat Kepuasan, Uniqlo ID, Metode PIECES.Top of FormBottom of Form
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