Analisis Kepuasan Pelanggan Terhadap Aplikasi Bliuntung Menggunakan Metode PIECES Framework
Abstract
Persaingan bisnis semakin kompetitif, baik di pasar domestik maupun di pasar internasional. Salah satu tantangan terbesar dalam bisnis di era ini adalah menciptakan dan mempertahankan pelanggan yang puas dan loyal. Seiring dengan perkembangan teknologi salah satu aplikasi yakni Bliuntung tidak membuang kesempatan tersebut yang mana aplikasi ini berbasis smartphone dan website yang dapat mengubah nota jadi rupiah. Namun, adanya keluhan pengguna aplikasi Bliuntung terhadap pelayanan yang diberikan belum sepenuhnya sesuai dengan harapan mitra Blintung, maka dalam penelitian penulis menggunakan metode Kuantitatif sebagai alat analisis dan mengumpulkan data yang dapat diukur yang merupakan bagian dari statistik, matematika atau komputasi. Adapun tujuan dari penelitan ini adalah untuk mengetahui tingkat kepuasan pelanggan terhadap aplikasi Bliuntung menggunakan metode PIECES Framework. Dengan adanya penelitian ini, disimpulkan bahwa analisis kepuasan pelanggan terhadap aplikasi Bliuntung masuk dalam kategori Ragu-Ragu dengan rata-rata 3.38 dari keseluruhan skor. Berdasarkan hasil penelitian skripsi mengenai Analisis kepuasan pelanggan terhadap aplikasi Bliuntung menggunakan metode PIECES Framework, peneliti memberikan saran pada aspek-aspek tertentu yang masih kurang maksimal, seperti pada domain Economics, Control, Efficiency dan Service perlu ditingkatkan menurut beberapa responden resmi member Bliuntung agar kepuasan pelanggan maksimal.
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