ANALISIS KEPUASAN PENGGUNA APLIKASI MOBILE TICKETING DENGAN MODEL TAM DAN EUCS PADA PERUSAHAAN PELAYARAN

Abstract

This study aims to analyze user satisfaction with the mobile ticketing application of a shipping company by applying the Technology Acceptance Model (TAM) and the End User Computing Satisfaction (EUCS) framework. The TAM model includes Perceived Ease of Use, Perceived Usefulness, Attitude Toward Using, Behavioral Intention to Use, and Actual Usage, while the EUCS model consists of Content, Accuracy, Format, Timeliness, and Ease of Use. A quantitative approach was employed by distributing questionnaires to application users, and the data were analyzed using Structural Equation Modeling (SEM) with SmartPLS 4.0. The results reveal that all variables in TAM and EUCS significantly affect user satisfaction. Perceived Ease of Use emerged as the most dominant factor within TAM, while Ease of Use was the strongest determinant in the EUCS model. Overall, EUCS achieved an R² value of 71%, indicating that most of the variance in user satisfaction is explained by EUCS variables. These findings highlight the importance of ease of use, information accuracy, and interface quality in enhancing user satisfaction with digital ticketing services. The study recommends that the company improve the seat selection feature, enhance interface design, optimize system performance, and provide more accurate schedule information to strengthen user satisfaction and loyalty in the future.