Evaluasi Kualitas Aplikasi Tap Terhadap Kepuasan Pengguna Pada Perusahaan Asuransi Takaful Umum Menggunakan Metode Pieces Framework dan Importance Performance Analysis

Abstract

In the current digital era, advancements in information technology have impacted various industrial sectors, including finance and insurance. One form of digital transformation in the insurance industry is the introduction of mobile applications that facilitate more efficient and practical claims processing, payments, and policy management. The P.I.E.C.E.S. framework (Performance, Information, Economy, Control, Efficiency, and Service) is a relevant and frequently utilized system analysis method. This study aims to evaluate the level of user satisfaction with the TAP application among employees of PT Asuransi Takafiul Umum, using the PIECES method and Importance-Performance Analysis (IPA). The objective of this study is to evaluate user satisfaction with the TAP application using the PIECES method (Performance, Information, Economics, Control, Efficiency, and Service) and IPA (Importance-Performance Analysis). This study used the PIECES method to determine the attributes of the research questionnaire. The variables used were Performance, Information, Economics, Control, Efficiency, and Service. The sampling technique employed was purposive sampling. The analytical tools used included validity testing, reliability testing, and Importance-Performance Analysis (IPA). IPA was used to analyze the questionnaire data and identify which attributes require improvement. The results show that TAP app users are satisfied with the quality of service provided and that it meets user expectations; however, there is still room for improvement. This is evident from the average conformity analysis score and the Gap score, which indicate that the existing features and services have met user expectations. This is evident from the average conformity analysis score of 110% across the 6 variables and the average gap analysis score of 0.37. There is one PIECES variable classified as a top priority (Quadrant I), namely indicator X6.4, which contains information on the reports generated.