Sadewo, Andreas Martin Guntur (2024) Analisis Efektivitas Aplikasi My Pertamina Dalam Meningkatkan Kepuasan Pelanggan Menggunakan Metode Technology Acceptance Model (Tam) ( Studi Kasus Pada Member Di Pt. Dewi Sartika Kota Batu ). Undergraduate thesis, Fakultas Teknologi Informasi Universitas Merdeka Malang.

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Abstract

This study analyzes the effectiveness of the My Pertamina application in enhancing customer satisfaction at PT Dewi Sartika, Batu City, using the Technology Acceptance Model (TAM). The study aims to understand the extent to which the My Pertamina application meets users' expectations and needs. The research employed a quantitative method with data collection through observation, interviews, and questionnaires distributed to 30 respondents who are active users of the My Pertamina application. The analysis results indicate that the effectiveness of the My Pertamina application significantly influences customer satisfaction. The simple linear regression test shows a strong relationship between application effectiveness and user satisfaction, with increased application effectiveness positively contributing to increased user satisfaction. Additionally, validity and reliability tests demonstrate that the instruments used in this study are valid and reliable. The study concludes that the My Pertamina application successfully enhances customer satisfaction; however, improvements in accessibility and usage consistency are still needed. The recommendations include expanding future research with a broader sample coverage and considering other external factors to gain a more comprehensive understanding

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