PENGARUH SYSTEM QUALITY, INFORMATION QUALITY DAN SERVICE QUALITY PADA APLIKASI ACCESS BY KAI TERHADAP CUSTOMER SATISFACTION DALAM PERSPEKTIF ETIKA BISNIS ISLAM (Studi Kasus Pada Pengguna Aplikasi Access By KAI di Bandar Lampung)

NURUL, KHOLIQOH (2025) PENGARUH SYSTEM QUALITY, INFORMATION QUALITY DAN SERVICE QUALITY PADA APLIKASI ACCESS BY KAI TERHADAP CUSTOMER SATISFACTION DALAM PERSPEKTIF ETIKA BISNIS ISLAM (Studi Kasus Pada Pengguna Aplikasi Access By KAI di Bandar Lampung). Diploma thesis, UIN Raden Intan Lampung.

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Abstract

BSTRAK Penelitian ini bertujuan untuk menganalisis pengaruh System Quality, Information Quality, dan Service Quality terhadap Customer Satisfaction pada aplikasi Access By KAI di Kota Bandar Lampung. Aplikasi ini mengalami berbagai kendala, seperti kesulitan dalam proses login, kompleksitas pemesanan tiket, keterbatasan fitur, serta kinerja sistem yang lambat dan sering mengalami gangguan. Selain itu, terdapat permasalahan pada akurasi informasi dan kualitas layanan, termasuk respons pelanggan yang lambat dan kendala dalam transaksi pembayaran. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data melalui kuesioner yang disebarkan kepada 97 responden, yang ditentukan berdasarkan rumus Lemeshow. Teknik analisis data yang diterapkan mencakup uji validitas, reliabilitas, dan hipotesis, dengan dasar teori DeLone & McLean IS Success Model, Expectancy Disconfirmation Theory, Technology Acceptance Model, Theory of Reasoned Action, dan Theory of Planned Behavior. Hasil penelitian menunjukkan bahwa System Quality tidak berpengaruh signifikan terhadap Customer Satisfaction, karena dianggap sebagai aspek fundamental yang seharusnya sudah terpenuhi. Sebaliknya, Information Quality dan Service Quality memiliki pengaruh positif dan signifikan, di mana informasi yang akurat serta layanan yang responsif dan andal berkontribusi pada peningkatan kepuasan pengguna. Dari perspektif etika bisnis Islam, kepuasan pelanggan tidak hanya bersifat material tetapi juga mencerminkan keseimbangan antara kualitas sistem, informasi, dan layanan, yang harus selaras dengan prinsip ṣidq (kejujuran), ʿadl (keadilan), amānah (tanggung jawab), dan iḥsān (berbuat baik). Kata Kunci : System Quality, Information Quality,Service Quality, dan Customer Satisfaction.ABSTRACT This study aims to analyze the effect of System Quality, Information Quality, and Service Quality on Customer Satisfaction on the Access By KAI application in Bandar Lampung City. This application experiences various obstacles, such as difficulties in the login process, ticket booking complexity, limited features, and slow system performance and frequent interruptions. In addition, there are problems with information accuracy and service quality, including slow customer response and problems in payment transactions. This study used a quantitative approach with data collection techniques through questionnaires distributed to 97 respondents, which were determined based on the Lemeshow formula. The data analysis techniques applied include validity, reliability, and hypothesis testing, based on the DeLone & McLean IS Success Model, Expectancy Disconfirmation Theory, Technology Acceptance Model, Theory of Reasoned Action, and Theory of Planned Behavior. The results showed that System Quality has no significant effect on Customer Satisfaction, because it is considered a fundamental aspect that should have been fulfilled. In contrast, Information Quality and Service Quality have a positive and significant influence, where accurate information and responsive and reliable services contribute to increased user satisfaction. From an Islamic business ethics perspective, customer satisfaction is not only material but also reflects the balance between system, information, and service quality, which should be aligned with the principles of ṣidq (honesty), ʿadl (justice), amānah (responsibility), and iḥsān (doing good). Keyword : System Quality, Information Quality,Service Quality, dan Customer Satisfaction.

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