User Satisfaction Analysis of Telecommunication Customer Service Mobile Applications Using the End User Computing Satisfaction (EUCS) Method

The increasing number of telecommunications services users and the rapid development of technology have an impact to cellular telecommunications service providers in Indonesia. They must compete to provide the best service to their users. One way to compete is by providing digital assistant applications which have the main function such as checking quotas and purchasing internet quota. However, this application still has several weaknesses, so that user satisfaction is not optimal and has an impact on not achieving application purpose. Nowadays, a study about user satisfaction has been done by researchers because user satisfaction has an impact on the business. No exception including the telecommunication service provider business. This study aims to determine the level of user satisfaction and the factors that influence user satisfaction of mobile telecommunication services application. The research used quantitative methods and End User Computing Satisfaction (EUCS) model with the addition of two variables, namely system speed and system reliability. Data analysis used the PLS-SEM approach and the SmartPLS version 3.3.3 application. The results of the research show that 2 of 7 hypotheses tested were rejected, namely accuracy and ease of use. The system speed and system reliability that was added to the EUCS model have a positive impact on user satisfaction. So, these variables can be used in EUCS model to analysis user satisfaction on another context. This research also provides an overview of application user satisfaction and can provide consideration for application developers to planning application development so that it can be even better.