Analisis Kepuasan Driver Terhadap Aplikasi Gojek Menggunakan Metode End User Computing Satisfaction (EUCS)

Abstract

In the midst of mounting demands for enhanced operational efficiency, the Gojek driver emerges as a pivotal instrument for those seeking to generate income. The objective of this study is to analyse the degree of satisfaction of the driver partners with the performance of the system through the EUCS (End-User Computing Satisfaction) approach. In order to reach the aforementioned objective, a series of quantitative descriptive-verification steps were carried out via the distribution of a survey to 121 active drivers, predominantly young people in urban areas. The primary data set was extracted and subjected to a thorough evaluation using a structural equation modelling (SEM) approach with a software application known as SmartPLS 4. The results of the analysis revealed a pragmatic reality in the field. While the general satisfaction of drivers was found to be high, their preferences exhibited a high degree of specificity. The findings of this study demonstrate that the dimensions of accuracy, ease of use, and timeliness exert a positive and significant influence on satisfaction. Conversely, the comprehensiveness of content and the arrangement of visual format do not manifest a substantial impact. As demonstrated by empirical evidence, the system's accuracy (Accuracy) has been identified as the most significant predictor, with a coefficient of 0.304. The primary conclusion of this study indicates that contemporary drivers embody a "pragmatism of functionality" approach. In the context of operational pressure, the demand for absolute coordinate precision and a responsive system is significantly higher than the mere requirements for an aesthetically pleasing interface and comprehensive user guides. It is therefore recommended that future strategic initiatives concentrate on system calibration and server optimisation to enhance operational productivity in the field.