Analysis of User Satisfaction in Online Ticket Booking Using the Pieces Method

The digitalization of various services, such as online ticket booking, has been driven by advances in information technology. The purpose of this study was to evaluate user satisfaction with the Agoda online ticket booking application, which covers six elements: performance, information, economy, control, efficiency, and service. Data collected through an online survey sent to application users was then analyzed using validity and reliability tests to ensure the instrument was accurate. The analysis results showed that the service aspect (3.76) and efficiency (3.75) achieved the highest scores, indicating how satisfied users were with the service and easy transaction procedures. The information aspect (3.68) and economy (3.67) were also rated as good, but information clarity and cost-effectiveness still need improvement. The performance aspect (3.55) indicates that the system is good in terms of speed, but still needs improvement in terms of stability. Meanwhile, the control aspect received the lowest score (3.6), indicating that users still have little ability to control the process in an orderly manner. This study is expected to improve Agoda user satisfaction by providing a comprehensive overview of user perceptions of the company's service quality.