Pengaruh Product Quality dan Application Performance terhadap Satisfaction Pengguna Aplikasi Tiket Pendakian

Abstract

Tiket Pendakian is a mobile e-ticketing application used to manage mountain-hiking registration and ticket booking in East Java, Indonesia. Although the platform has integrated 34 mountains and 52 basecamps, it holds a rating of only 3.9 out of 5 on the Google Play Store, suggesting a possible gap between system performance and user expectations. This study examines the influence of five ISO/IEC 25010 Product Quality characteristics namely Functional Suitability, Performance Efficiency, Reliability, Security, and Usability together with Application Performance, on user Satisfaction. Data were collected from 207 verified users through purposive sampling and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) in SmartPLS. The results show that Application Performance, Functional Suitability, and Usability have a significant positive effect on Satisfaction, while Performance Efficiency, Reliability, and Security do not. The model explains 52.4% of the variance in Satisfaction (R² = 0.524) with good predictive relevance (Q² = 0.494). Developers should prioritize usability improvement and application-performance optimization to enhance user satisfaction.