The Analysis of Customer Satisfaction Assessments to Determine E-Siap Product Development Strategies


This research was conducted to measure E-Siap customer satisfaction based on six main factors: visual aesthetic, content, e-trust, e-convenience, e-cost effectiveness and e-response. This research used a quantitative descriptive analysis with 32 users located across Indonesia. The data were collected and measured according to the mean of each factor and indicator. Th aim was to obtain input for product development based on the deepening of the average value per factor and indicator, sharpened by interviews with informants who have an indication of dissatisfaction with the functions and services of the E-Siap application. It was found that the e-trust factor had the lowest average value compared to the five other factors, even though this factor was still in the area of satisfaction. Therefore, in-depth improvements will be made to ensure the user feels safe operating the E-Siap application.

Keywords: user satisfaction, zone of tolerance, technology product development strategy

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