Analysis of User Satisfaction of the "Lalamove" Application Using the SERVQUAL and EUCS Method

Abstract

Lalamove is a logistics platform connecting customers with trained drivers and couriers, offering secure, rapid, and convenient delivery solutions, focusing on quality, safety, and customer satisfaction. This study analyzes user satisfaction with the Lalamove application using twovice Quality (SERVQUAL) and End User  Computing Satisfaction (EUCS). The SERVQUAL method assesses service quality across five dimensions: tangible ty, dimensions, responsiveness, assurance, and empathy. Meanwhile, EUCS evaluates information system user satisfaction based on five dimensions: content, accuracy, Format, ease of use, and timeliness. Employing a quantitative approach with a survey method, this research involved 309 respondents comprising Lalamove application users, including customers and drivers. The results indicate that reliability and responsiveness (SERVQUAL), Format, and insourcing support (EUCS) significantly influence customer satisfaction. Additionally, the overall EUCS variables positively impact customer satisfaction. These findings suggest that combining SERVQUAL and EUCS provides a holistic understanding of service quality and user satisfaction, encompassing aspects of operational and user experience. Primary recommendations include enhancing system performance, improving delivery timeliness, and optimizing the application's interface design and usability.