Analysis of User Satisfaction of Online Transportation Users with the end User Computing Satisfaction Method

With the development of today's modern era, there are many conveniences that can be accessed, one of which is traveling anywhere just by using online transportation services. However, consumers have several factors to consider in choosing online transportation services. their decisions on the online transportation model in the Rungkut area, Surabaya. The variable in this study is a single variable, namely decision making in the Rungkut area community, users of online transportation services. The data collection technique used is through library research using literature such as books, previous journals and references. The results of this study are improving services to consumers so that the decision-making process carried out by the people of the Rungkut area is more confident in using the online transportation model they use.
 Keywords: online transportation, decision making, consumer service improvement

This study aims to analyze the digital report card information system (RDM) in terms of user satisfaction using the End User Computing Satisfaction (EUCS) method at Madrasah Ibtidaiyah Negeri (MIN) 9 Banda Aceh. In the digital era, the digital report card information system has become a crucial tool in supporting administrative processes and assessments in the education sector, particularly in madrasahs. This study was conducted to understand to what extent the implementation of RDM can meet the needs and expectations of users, including teachers, students, and other stakeholders at MIN 9 Banda Aceh. The research method used is quantitative with a survey approach. Data were collected through questionnaires distributed to users of the RDM system at MIN 9 Banda Aceh. User satisfaction was measured based on five EUCS dimensions: content, accuracy, format, ease of use, and timeliness. The results of the study indicate that, overall, users are satisfied with the RDM system in use. The ease of use and timeliness dimensions received the highest ratings, indicating that users find the system easy to use and that it provides timely information. However, there are several aspects within the content and accuracy dimensions that need improvement to enhance overall user satisfaction. This study provides important insights into the effectiveness of digital report card information systems in madrasah settings. The findings are expected to offer valuable input for system developers and madrasah administrators to improve the quality of services and functionality of RDM, thus better meeting the needs of users and supporting a more efficient educational process.

With the rapid advancement of technology, online transportation has become the main solution for many people in Indonesia to travel easily and efficiently. Companies such as GOJEK are constantly innovating to improve their services, resulting in many responses and reviews from users. This research aims to analyze customer satisfaction with these online transportation services by analyzing the sentiment of user opinions on the Twitter platform. Sentiment analysis plays a very important role in decision making by classifying user reviews. Data was retrieved through a crawling process using specific keywords related to each service. The data preprocessing process includes case folding, tokenizing, normalization, stemming, filtering, and convert negation. This aims to clean and prepare the data so that it can be processed using the algorithm better. This process includes removing irrelevant elements from the text data, converting the text into a consistent or more standardized form, reducing the number of features in the data by stemming, and converting the text into numbers or vectors so that it can be processed by the algorithm. Feature extraction is performed using the Word2Vec model to convert text into a numerical vector representation that can later be processed by ELM. Converts words into numeric vectors in a high-dimensional space, where words that have the same context in the text are close to each other in that space. The ELM (Extreme Learning Machine) algorithm is used as a classification model due to its high training speed and good generalization ability. Model evaluation is done using confusion matrix which measures classification performance through accuracy, precision, recall matrix. The results of this study show that the ELM algorithm with Word2Vec feature extraction is able to classify user sentiment with a high level of accuracy. This research provides insight into user satisfaction with online transportation services and can be a reference for companies to improve their service quality

Background. Education has undergone a significant transformation due to digital technology, which has increased its flexibility, accessibility, and engagement. With gamifikasi strategies that increase user engagement, the Duolingo app is a highly preferred language learning resource, especially for learning English. Purpose. The System Usability Scale (SUS) and End User Computing Satisfaction (EUCS) methods will be used in this study to evaluate the usability and user satisfaction of the Duolingo program. Method. 404 respondents were obtained for this study using a quantitative approach using the Slovin formula sampling technique. Ten SUS items and five components of EUCS, content, accuracy, format, ease of use, and timeliness were included in the online survey used to collect the data. Descriptive statistics were used in the analysis to assess SUS and EUCS scores. Result. The app has a good usability level, with an average SUS score of 78.86 (grade B+). The five components, content (4.4), accuracy (4.2), format (4.5), ease of use (4.5), and timeliness (4.4), produced excellent results for EUCS. Most respondents were between the ages of 18 and 24, and they spent an average of less than 30 minutes a day. Conclusion. Particularly when it comes to usability and interface design, Duolingo offers a positive user experience and high satisfaction. Its gamifikasi strategy increases the effectiveness and engagement of English learning, especially for younger users.

Service Quality Analysis for Online Transportation Services: Case Study of GO-JEK

The implementation of Electronic Medical Records (EMR) in outpatient services aims to improve the efficiency, accuracy, and accessibility of clinical information. However, the effectiveness of such systems is highly dependent on user satisfaction. This study evaluated the satisfaction of health personnel using outpatient EMR at Sultan Fatah Regional Hospital, Indonesia, by employing the End User Computing Satisfaction (EUCS) model. The research addressed issues related to incomplete data, low system responsiveness, and interface usability that may affect the quality of service delivery. A qualitative descriptive method was used, involving in-depth interviews, direct observations, and document analysis from 21 informants selected purposively across multiple service units. The EUCS dimensions—content, accuracy, format, ease of use, and timeliness—were used to assess user experience. The findings indicate that users encountered problems such as incomplete patient data and duplicate records (accuracy), non-intuitive interfaces (format and ease of use), and delays in accessing medical information (timeliness). Observations and documentation review further revealed a reliance on manual backups and inconsistencies between digital and physical records. Overall, the study highlights the need for better data integration, enhanced user training, interface redesign, and system infrastructure upgrades to ensure real-time and comprehensive EMR usage. The study concludes that addressing technical and human factors through the EUCS model can enhance user satisfaction and system utilization in outpatient healthcare settings.

Application-based online transportation services, such as Gojek, have become an important part of Indonesian people's lives, especially among students, due to their ease in meeting daily mobility needs. However, in the 2020–2023 period, there was a significant decline in the use of Gojek, with on-demand business segment transactions decreasing by 8.47% to reach IDR 40.38 trillion. This study aims to analyze the effect of perceived ease of use and perceived usefulness on customer loyalty, with customer satisfaction as a mediating variable, in the context of students in Yogyakarta. The analysis method used path analysis with 120 respondents. The results showed that perceived ease of use did not significantly affect customer loyalty, while perceived usefulness had a positive and significant effect. In addition, customer satisfaction was a significant mediating variable in the relationship. These findings provide insight for online transportation service companies in designing more effective business strategies to increase customer loyalty, increase user satisfaction, and face fierce competition in the ever-growing online transportation industry.

TIX ID is an official application from PT Nusantara Elang Sejahtera, and was released to meet the needs of users among the people of Depok. The purpose of this study is to find out whether there is an influence of content, accurancy, format, ease of use and timeliness on the satisfaction of TIX ID application users and to find out whether there is an influence on the level of satisfaction of TIX ID application users as a medium for booking cinema tickets. The method used in this study is End User Computing Satisfaction (EUCS) which consists of five factors, namely: content, accuracy, form, ease of use, and timeliness. The data collection process was carried out by distributing questionnaires to people who use the TIX ID application in Depok. The sampling technique uses random sampling. The data processing method carried out in this study uses validity tests, reliability tests, and hypothesis tests processed using SPSS software. The results of hypothesis testing there are 4 variables that have an effect, namely accuracy, format, ease of, timeliness and there is 1 variable that has no effect, namely content. Based on the correlation analysis, R2 of 0.657 showed that the satisfaction variable could be explained by the variables content, accuracy, format, ease of use and timeliness of 65.7%

Online transportation services offer convenience for the people of the capital city of Jakarta who tend to have a high level of mobility. Two online transportation service companies that are still operating and competing are GO-JEK and GRAB. The purpose of this study is understanding the condition of e-marketing, service quality and repurchase intention of Grab and GoJek as online transportation and to determine the effect of e-marketing and service quality on repurchase intentions. The method of collecting data uses a questionnaire distributed to 100 residents of South Jakarta. The data analysis method used in this study is multiple regression analysis using the SPSS application. The sampling technique is probability sampling techniques - simple random sampling. The statistics center of DKI Jakarta Province on January 30, 2017 noted that residents of South Jakarta who had used online transportation services were 2,185,711. Then determining the size and number of samples using Slovin technique sampling with 10% margin error, so that the number of samples to be examined is as much as 99,995 rounded up to 100 samples. Partially, the variable quality of service dominates its influence on repurchase intention variables with t arithmetic 5.201, while t count e-marketing variable is 1.436. T count e-marketing is smaller than t table 1.984. So, it can be concluded that service quality has a significant effect on repurchase intention while e-marketing does not have a significant effect on repurchase intention.

The application of information technology in transportation services is a positive development felt by the community with the emergence of various online transportation services. On the other hand, nowadays society cannot escape the use of social media in communicating and interacting with other parties. This research was conducted to determine the relationship between the use of social media and the use of online transportation services. The study was conducted using the Naïve Bayes Classifier method to analyze Twitter social media sentiment towards online transportation in Indonesia. The study was conducted by processing 1009 data, consisting of 900 training data and 109 test data. From the results of testing of 109 training data obtained 11% had a positive value, 14% negative value, and the rest, which is 75% neutral value. While the test accuracy test for 109 data resulted in an accuracy of 84%. The results of the study show that most of the use of Twitter social media in Indonesia does not affect the user's decision to utilize online transportation services.

The dimensionality of the user satisfaction construct is an important theoretical issue that has received considerable attention. Focusing on end users who directly interact with application software, Doll and Torkzadeah (1988) develop a 12-item application specific instrument for providing an overall assessment of end-user computing satisfaction (EUCS). They also contend that EUCS is comprised of five component measures (content, accuracy, format, ease of use, timeliness) that explain the construct and permit more precision in formulating and testing research hypotheses. The acceptance of the EUCS as a standardized instrument requires confirmation that it explains and measures the user satisfaction construct.Based on a sample of 409 respondents from 18 organizations, this research uses confirmatory factor analysis (LISREL) to test alternative models of underlying factor structure and assess the reliability and validity of factors and items. Without respecifying the model, the results provide some support for Doll and Torkzadeh's proposed model of the five first-order factors and one second-order (higher-order) factor. Thus the evidence supports the use of: (1) the 12-item instrument as an overall measure of EUCS; and (2) the five component factors for explaining the EUCS construct.

Purpose Although research into the adoption and use of online banking services has grown in many parts of the world, the centre of attention has been largely on determinants of online banking adoption, not on users' satisfaction with use. This paper aims to test and validate the End‐User Computing Satisfaction (EUCS) model in order to investigate online banking users' satisfaction with the service. Design/methodology/approach A survey ( n =268) was carried out using convenience sampling. An exploratory factor analysis followed by a confirmatory factor analysis run in LISREL 8.7 is used to test the validity of the model in an online banking context. Findings The survey results support three constructs (content, ease of use, accuracy) from the original model, indicating that the modified EUCS model labelled EUCS2 can be utilized in analyzing user satisfaction with online banking among private customers. Research limitations/implications The obtained model suffered from two cross‐loadings between individual items. Another limitation concerns the sample obtained. Therefore, future studies should test the model with larger samples to verify the model in this context. Practical implications Findings of the study indicate that banks could improve end‐user computing satisfaction with online banking by concentrating on the three constructs obtained from the analyses. Moreover, the results indicate that banks can increase satisfaction of online banking services by personalising the service, allowing easier and more convenient use experience. Originality/value The paper makes a significant contribution by testing and modifying the EUCS model in the online banking context.

User satisfaction can impact reuse and foster user loyalty. If users feel dissatisfied, they may potentially switch to other competitors. This can impact the sustainability of the company in the future, particularly for Maxim, an online transportation company. Therefore, it is crucial for the company to understand user satisfaction levels to improve specific aspects and achieve desired user satisfaction. This research aims to determine the satisfaction levels of young generation with the Maxim app in Jakarta using the End User Computing Satisfaction (EUCS) approach. EUCS is used to measure the satisfaction of end users with the Maxim application system. An online questionnaire was distributed through Google Form, gathering data from 100 respondents who have used the Maxim app in Jakarta. The data was analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). From the CSI calculation, it was found that the level of satisfaction of young generation users on the Maxim application in Jakarta obtained the “Satisfied” criteria. Furthermore, IPA results indicated that improving the effectiveness of the screen display and ensuring prompt driver allocation in the app were prioritized for Maxim. Easy menu navigation, user-friendly interface design, easy-to-use features, and displaying real-time information in the app were identified as aspects to maintain, as users rated these aspects as important and satisfied. Thus, this research is expected to assist the company in improving user satisfaction by identifying areas for improvement to increase the effectiveness and quality of user experience when using the Maxim app.

The rapid adoption of digital wallets such as DANA and GoPay has not yet been matched by comprehensive evaluations of user experience and satisfaction. National survey data indicates that GoPay is currently Indonesia's most widely used digital payment application. This study aims to compare the two most popular digital payment apps, DANA and GoPay, using the Post-Study System Usability Questionnaire (PSSUQ) and End-User Computing Satisfaction (EUCS) methods. A total of 136 respondents (68 users for each application), aged 18–40 and residing in Bali Province, were surveyed. Additionally, 2,366 user reviews from the Google Play Store were analysed using the Random Forest algorithm for sentiment classification. The results reveal that GoPay outperforms DANA in terms of usability (PSSUQ score of 2.04) and user satisfaction (EUCS average score of 4.34), compared to DANA (2.32 and 3.33, respectively). Information quality emerged as the most influential factor affecting user satisfaction, with Spearman correlation scores of 0.949 for DANA and 0.948 for GoPay. This study offers practical insights for developers and users to better understand and improve the digital payment user experience. However, the research is limited by the sample size of user reviews and the regional scope of respondents.

Introduction: The digitalization of hospital services increasingly requires high-quality online registration applications to enhance efficiency and user experience. Ineffective registration processes characterized by long queues, delays, and occasional system bottlenecks remain a major barrier to service efficiency and patient satisfaction in many hospitals. Online registration applications are expected to address these issues, yet limited studies have specifically examined how the quality of such applications influences user satisfaction, particularly in private hospitals in developing regions. This study examines how application quality, measured using the WebQual 4.0 dimensions, influences user satisfaction based on the End-User Computing Satisfaction (EUCS) model. This integration allows a more comprehensive understanding of how system usability, information attributes, and service interaction collectively shape user perceptions in digital health settings. Methods: A quantitative cross-sectional design was employed using validated instruments adapted from the WebQual 4.0 and End-User Computing Satisfaction (EUCS) models. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). To strengthen analytical depth and support theoretical interpretation, qualitative insights obtained from open-ended responses were incorporated to triangulate and enrich the quantitative findings. Results: The Study found that application quality significantly influenced user satisfaction (p < 0.001). All WebQual 4.0 dimensions, Usability, information quality, and service interaction showed positive and substantial contributions to the model. These findings align with core assumptions of the EUCS model, which posits that user satisfaction emerges from perceptions of system usefulness, information relevance, and overall performance quality. Qualitative responses supported the quantitative findings, indicating that users generally perceived the application as easy to use and informative. However, some noted occasional technical issues and suggested improvement to enhance system performance. Conclusion: Usability, information quality, and service interaction play critical roles in shaping user satisfaction with online hospital registration applications. The findings underscore the theoretical relevance of integrating WebQual 4.0 and EUCS, demonstrating that multidimensional system quality is essential for optimizing patient experience in digital hospital services. These results highlight the need for continuous system refinement to improve usability and service responsiveness, ultimately strengthening digital transformation efforts and enhancing patient-centered service delivery in hospital settings.