ANALISIS KEPUASAN KONSUMEN TFT CREATION TEXTILE PADA PLATFORM SHOPEE MENGGUNAKAN METODE END-USER COMPUTING SATISFACTION (EUCS)

Abstract

The development of e-commerce in Indonesia has facilitated digital buying and selling transactions, one of which is through the Shopee platform. TFT Creation Textile is a business entity that utilizes Shopee services to market products and reach broader consumers. To compete, retain customers, and improve service quality, the company needs to determine the level of customer satisfaction with the services provided. This study aims to analyze the level of Shopee service user satisfaction towards TFT Creation Textile using the End-User Computing Satisfaction (EUCS) method.The End-User Computing Satisfaction (EUCS) method was chosen because it can comprehensively measure the level of user satisfaction from the end-user's perspective through five main dimensions: Content, Accuracy, Format, Ease of Use, and Timeliness. The approach used in this research is descriptive quantitative. Data collection was conducted by distributing questionnaires to 122 respondents who are consumers of TFT Creation Textile. The collected primary data was then tested using IBM SPSS Statistics software to determine the validity (Pearson Correlation) and reliability (Cronbach's Alpha) of the research instrument.The instrument testing results showed that all statement items were declared valid and reliable with a Cronbach's Alpha value of 0.799. Based on the calculation of the final End-User Computing Satisfaction (EUCS) score, a cumulative total score of 4,538 was obtained. This figure resulted in a final satisfaction percentage of 74.39%. This indicates that, overall, the level of Shopee service user satisfaction towards TFT Creation Textile is in the "Satisfied" category. The results of this study are expected to serve as evaluation material and recommendations for TFT Creation Textile in maintaining service quality and improving future sales strategies.