TINGKAT KEPUASAN PENGGUNA APLIKASI PENDAFTARAN ANTRIAN PASPOR ONLINE (APAPO) (STUDI KASUS IMIGRASI KHUSUS KELAS I KOTA BATAM)

Abstrak

This research entitled "Satisfaction Level of Online Passport Queue Registration Application Users
(APAPO) at Class 1 Special Immigration Batam City". This study aime to determine the level of
satisfaction of users of the APAPO application at the Class 1 Special Immigration Office in Batam
City. This research uses descriptive quantitative method. Total population of 25.707 with samples
taken as respondents as many as 100 people. Observation and monitoring are carried out directly
by the author on the object of research using a new research instrument in the form of a
questionnaire using a Likert scale. The analysis was performed using SPSS VERSION 21.0. The
results showed that the level of user satisfaction with complaints and suggestions is at an average
value of 75,6% with a satisfied interval, the satisfaction survey is at an average value of 71,9% with
a satisfied interval, Ghost Shopping is at an average value of 73,9% with a satisfied interval, Lost
User Analysis is at an average value of 74,3% with a satisfied interval