Analisis Kepuasan Pengguna Sistem Absensi Fingerprint dengan  Metode Service Quality pada PT. Mayasari Bakti

Siti  Halimah; Yunita; Suwanda Aditya Saputra Wanda Aditya

doi:10.46229/jifotech.v5i2.1052

Authors

Siti Halimah Universitas Bina Sarana Informatika
Yunita Universitas Bina Sarana Informatika
Suwanda Aditya Saputra Wanda Aditya Universitas Bina Sarana Informatika

DOI:

https://doi.org/10.46229/jifotech.v5i2.1052

Keywords:

User Satisfaction, Fingerprint Attendance, SERVQUAL, Service Quality

Abstract

The fingerprint attendance system plays an essential role in supporting efficiency and discipline in employee attendance administration. However, its effectiveness must be evaluated from the users’ perspective. This study aims to analyze user satisfaction with the fingerprint attendance system at PT. Mayasari Bakti using the SERVQUAL method, which includes five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Data were collected using questionnaires from 225 respondents selected using the Slovin formula with a 5% margin of error from a population of 500 employees. The instrument’s validity was tested using the Corrected Item-Total Correlation technique, and all Items were declared valid as r value > r table (0.138). Reliability testing using Cronbach's Alpha showed all dimensions were reliable (α > 0.7). The analysis involved calculating the GAP between perception and expectation, along with a Paired Sample T- Test. Results showed that all SERVQUAL dimensions had negative GAP values; the largest GAP was in the Assurance dimension (-0.863), while the smallest was in Tangibles (- 0.828). The T-Test indicated a significance level of 0.000 across all dimensions, implying significant differences. These findings suggest that the system has not fully met user expectations and requires improvement, particularly in Assurance and Responsiveness aspects.

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