Achmad Isra Mujahidin (1)
General Background The expansion of e-commerce activities drives higher demand in logistics and delivery services, requiring logistics providers to maintain high system quality and user satisfaction. Specific Background PT Pos Indonesia introduced the PosAja mobile application to facilitate digital letter and package shipping services, aimed at addressing competitive pressure and internal performance challenges. Knowledge Gap While digital logistics innovations continue to emerge, empirical evaluations focusing specifically on user satisfaction metrics across localized branch networks remain under-explored. Aims This study measures user satisfaction with the PosAja application using the End User Computing Satisfaction framework across five evaluation dimensions. Results Descriptive empirical analysis from 62 participants selected through incidental sampling demonstrates an overall high user satisfaction score of 3.69. Content, ease of use, and timeliness achieved high satisfaction levels, whereas accuracy and format recorded moderate satisfaction levels. Novelty This work provides empirical evidence validating the application of five-dimensional user computing evaluation within state-owned postal logistics digital applications. Implications Branch management can leverage these insights to target technical improvements in navigation design and data precision, thereby enhancing digital service performance.
Key Findings Highlights
High user satisfaction scores were achieved in content, ease of use, and timeliness evaluation metrics.
Accuracy and format dimensions demonstrated moderate satisfaction ratings among surveyed participants.
Empirical results validate end-user satisfaction framework applicability within postal mobile service evaluation.
Keywords Pt Pos Indonesia, Posaja, User Satisfaction, End User Computing Satisfaction, Logistics Application
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