ANALISIS KEBERHASILAN APLIKASI GOJEK BERDASARKAN MODEL DELONE & MCLEAN TERHADAP PERSEPSI KEPUASAN PENGGUNA

Kiki Puspita Sari, NIM.: 22106050002 (2026) ANALISIS KEBERHASILAN APLIKASI GOJEK BERDASARKAN MODEL DELONE & MCLEAN TERHADAP PERSEPSI KEPUASAN PENGGUNA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The rapid growth of mobile-based digital service applications has transformed people’s mobility patterns, including university students as active users of transportation and on-demand services. Gojek, as one of the leading super apps in Indonesia, integrates multiple services within a single platform. However, several issues such as system errors, inaccurate time estimations, and service quality concerns may influence user satisfaction and overall experience. Therefore, it is necessary to evaluate the success of the Gojek information system using the DeLone and McLean Information Systems Success Model and its impact on user experience among students of UIN Sunan Kalijaga Yogyakarta. This study employed a quantitative approach using Partial Least Squares – Structural Equation Modeling (PLS-SEM) analyzed with SmartPLS software. Data were collected through an online questionnaire distributed to active students who had used the Gojek application for at least one year. The research model examined the effects of system quality, information quality, and service quality on use and user satisfaction, as well as their impact on net benefits. The evaluation included outer model and inner model assessments such as validity, reliability, coefficient of determination (R²), effect size (f²), and predictive relevance (Q²). The results indicate that system quality, information quality, and service quality positively influence user satisfaction. User satisfaction was found to be the most dominant factor affecting the perceived net benefits among students. Meanwhile, system use showed a relatively smaller effect compared to user satisfaction in explaining net benefits. Overall, the DeLone and McLean model effectively explains the relationships among variables in measuring the success of the Gojek information system and its contribution to user experience. Keywords: Information System Success, DeLone and McLean Model, User Satisfaction, Net Benefits, PLS-SEM.

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