Analysis of WhatsApp Social Media Application Services on User Satisfaction Using the PIECES Framework Method
DOI:
https://doi.org/10.31294/jtk.v12i2.9449Keywords:
WhatsApp, Users, PIECES, FrameworkAbstract
Technological developments are increasingly advancing and shifting towards a more modern era. Today, social media plays an essential role in society, facilitating various activities such as information exchange and retrieval in a faster, easier, and more effective way. Social media can now be utilized for various communication purposes and is widely adopted by organizations, corporations, governments, and social institutions. This study applies a quantitative method using the PIECES Framework to evaluate the service quality of the WhatsApp application. The study population was obtained through a Google Form distributed to 100 respondents consisting of students and other WhatsApp users. The analysis results show an average customer satisfaction score of 4.19, indicating high satisfaction in the Performance variable. The evaluation across all PIECES Framework factors yielded satisfactory results, affirming WhatsApp’s positive contribution in enhancing the service standards of social media applications.
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