The Effect Of After-Sales Service And User Experience On User Satisfaction With The Accounting Software Of Pt Acosys Global Data In Lampung:

Laila Rhamadani Tasliyah; Yuniarti Fihartini

doi:10.63922/ijebir.v5i03.3975

Laila Rhamadani Tasliyah Department of Management, Faculty of Economics and Business, Universitas Lampung, Indonesia.
Yuniarti Fihartini Department of Management, Faculty of Economics and Business, Universitas Lampung, Indonesia.

DOI: https://doi.org/10.63922/ijebir.v5i03.3975

Keywords: After-sales service, user experience, user satisfaction, accounting software

Abstract

The use of accounting software in a company’s operational activities requires good after-sales service and a comfortable user experience to enhance user satisfaction. However, not all users experience optimal service quality and user experience. This study aims to analyze the influence of after-sales service and user experience on user satisfaction with PT Acosys Global Data’s accounting software in Lampung Province. This study employs a quantitative method using purposive sampling. The study population consists of all Acosys users in Lampung Province, totaling 5,052 companies, with a sample size of 140 respondents. Data analysis utilizes multiple linear regression to test the relationships between variables. The results indicate that after-sales service and user experience have a positive influence on user satisfaction. User experience has a more dominant influence compared to after-sales service. The coefficient of determination value of 0.513 indicates that the two variables can explain 51.3% of the variation in user satisfaction. This study concludes that improving after-sales service and user experience can increase user satisfaction with PT Acosys Global Data’s accounting software in Lampung Province.

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