Analysis of User Satisfaction Level for the Wondr by BNI Mobile Application Using the End-User Computing Satisfaction (EUCS) Method

Abstract

This study aims to analyze the user satisfaction level of the Wondr By BNI mobile application in Indonesia using the End-User Computing Satisfaction (EUCS) and Customer Satisfaction Index (CSI) methods. The research methodology began with a pilot study involving 30 respondents to test the quality of the instrument. Validity testing using Spearman’s Rank Correlation and reliability testing with Cronbach’s Alpha showed that all statement items were valid (calculated r > 0.374) and reliable (alpha > 0.60), making them suitable for primary data collection from 300 respondents. Respondent characteristics showed a dominance of males (60.3%) with occasional or infrequent app usage patterns (45%), and no routine daily users. Results based on EUCS dimensions revealed that the Content dimension received the highest rating (score 3.12), indicating that the information in the application is considered very complete and relevant. Conversely, the Ease of Use and Timeliness dimensions were weaknesses, with the lowest scores in navigation (score 2.69) and data update speed (score 2.65). Overall, the Customer Satisfaction Index (CSI) of the Wondr By BNI mobile application is 74.60%, placing the application in the "Satisfied" category. The researchers recommend that the developers focus on optimizing system speed and simplifying the user interface to enhance the user experience to a more optimal level.