ANALYSIS OF FACTORS AFFECTING SYSTEM USE, USER SATISFACTION, AND NET BENEFITS IN THE TRAVELIN APPLICATION

Abstract

Soekarno Hatta airport created the Travelin application to make it easier for prospective passengers and passengers to get information. As the Travelin application runs, there are several expectations that are not in accordance with management's wishes, including (1) achievement of target users that do not meet expectations, namely one percent of active users from the number of passengers, (2) there is a trend of decreasing active users in the Travelin application. The number of samples in this study was 200 samples. This study uses the Delone and Mclean model approaches and two research methodologies, namely Structural Equation Model (SEM) and Importance Performance Analysis (IPA). There are six variables in this study including information quality, service quality, system quality, system use, user satisfaction, and net benefits.