Email this article 
Hide
Show all
Usability Analysis using Usefulness, Satisfaction, and Ease-of-Use Questionnaire on the Digital Banking
Abstract
In order to give a seamless transaction, particularly during COVID-19 pandemic, private and public bank institution in Indonesia released digital banking application that is easier to use by smartphone. Nonetheless, there are several complaints from the customer regarding the dissatisfying experience of using digital banking apps. Hence, this research aims to analyze the effect of usability in user experience on customer satisfaction based on 4 variables namely Usefulness, Ease-of-Use, Ease-of-Learning as independent variables, and Satisfaction as a dependent variable on the USE Questionnaire. These variables can be used as references to usability enhancement for digital banking apps to give quality services to customers and be able to compete with competitors. Behavioral Science Research (BSR) is the approach used in this research using the quantitative method. The statistical method used in this research is multiple linear regression analysis. The result of this research shows that 1 out of 4 research hypotheses is rejected (Hypothesis 3) proving that there is no effect of the Ease-of-Learning variable on the Satisfaction variable. However, the value of the t-calculated of Ease-of-Learning variable is 2,478 nearly approach the value of t-table 2,600 showing that this variable is almost capable to give the effect of the Satisfaction variable.
Full Text:
PDFReferences
Istiatin, “Increasing Customer Retention Rate with Digital Banking Performance Optimization During the COVID-19 Pandemic (Study at BMT Amanah Ummah in Kartasura, Sukoharjo),” International Journal of Economics, Business and Accounting Research (IJEBAR), vol. 5, no. 3, pp. 1259–1267, 2021.
B. Andrian, T. Simanungkalit, I. Budi, and A. F. Wicaksono, “Sentiment Analysis on Customer Satisfaction of Digital Banking in Indonesia,” IJACSA) International Journal of Advanced Computer Science and Applications, vol. 13, no. 3, pp. 466–473, 2022.
N. Laoli and F. Sari, “BI Catat Transaksi Digital Banking Capai Rp 3.732,8 Triliun,” Kontan, Jakarta, Mar. 17, 2022. Accessed: Jul. 05, 2022. [Online]. Available: https://keuangan.kontan.co.id/news/bi-catat-transaksi-digital-banking-capai-rp-37328-triliun
“The 7 Factors that Influence User Experience,” Interaction Design Foundation, 2021. https://www.interaction-design.org/literature/article/the-7-factors-that-influence-user-experience (accessed Jul. 05, 2022).
K. R. Hadi, H. Muslimah Az-Zahra, and L. Fanani, “Analisis dan Perbaikan Usability Aplikasi Mobile KAI Access dengan Metode Usability Testing dan USE Questionnaire,” Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, vol. 2, no. 9, pp. 2742–2750, Sep. 2018, Accessed: Sep. 04, 2022. [Online]. Available: http://j-ptiik.ub.ac.id
A. D. I. Syarifuddin, “Pengaruh Kepercayaan terhadap Tingkat Kepuasan Nasabah pada Mobile Banking di Era Pandemik COVID-19 (Studi Bank BNI Cabang Makassar),” YUME: Journal of Management, vol. 4, no. 1, pp. 201–208, 2021, doi: 10.37531/yume.vxix.76.
R. Y. A. Wibowo, S. H. Wijoyo, and R. I. Rokhmawati, “Analisis Pengalaman Pengguna pada Aplikasi Mobile Banking di Indonesia dengan Menggunakan Usability Testing dan User Experience Questionnaire (UEQ) (Studi pada JakOne Mobile dan BCA Mobile),” Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, vol. 3, no. 6, pp. 5666–5673, Jun. 2019.
A. Kasih and V. I. Delianti, “Analisis Usability Nagari Mobile Banking Menggunakan Metode Usability Testing dengan USE Questionnaire,” Jurnal Vocational Teknik Elektronika dan Informatika, vol. 8, no. 1, pp. 125–131, Mar. 2020.
L. Dwina Andharisha, “Tinjauan User Experience Aplikasi Telegram pada Tingkat Kepuasan Mahasiswa,” Jurnal Ilmiah Mahasiswa Ilmu Sosial dan Politik (JIMSIPOL), vol. 2, no. 4, pp. 217–230, Apr. 2022.
A. Jayanti and F. K. Wijaya, “Analisis Usability pada Aplikasi SP4N LAPOR! Menggunakan Metode USE Questionnaire (Studi Kasus: Dinas Komunikasi dan Informatika Kabupaten OKU Timur),” Prosiding Seminar Nasional Sains dan Teknologi Terapan, vol. 3, no. 1, pp. 100–112, Dec. 2020.
R. Hidayat, M. F. Asnawi, and S. Rohman, “Analisis Usability dengan Metode USE Quetionnaire pada Aplikasi MyIndiHome,” Journal of Economic, Business and Engineering (JEBE), vol. 3, no. 1, pp. 168–173, Oct. 2021.
S. Arifin and L. Maharani, “Assessing User Experience of a Mobile Application Using Usability Questionnaire Method,” Applied Information System and Management (AISM), vol. 4, no. 1, pp. 1–10, Apr. 2021, doi: 10.15408/aism.v4i1.20265.
O. Lengkong, M. D. Tumewu, and N. T. T. Lumintang, “Analisis Usability pada Aplikasi M-Commerce Tokopedia terhadap Kepuasan Pengguna Menggunakan USE (Usefulness, Satisfaction, Ease of Use) Questionnaire,” Cogito Smart Journal, vol. 7, no. 1, pp. 182–192, Jun. 2021.
R. Andriani, “Evaluasi User Experience dengan Pendekatan Usability Testing pada Sistem Informasi Smart Academic,” SISTEMASI: Jurnal Sistem Informasi, vol. 9, no. 3, pp. 372–386, Sep. 2020.
D. Pendidikan, “Signifikan: Pengertian, Contoh dan dalam Penelitiannya,” Dosen Pendidikan, Aug. 10, 2022. https://www.dosenpendidikan.co.id/signifikan/ (accessed Aug. 30, 2022).
E. V. Juni, H. F. Wowor, and S. D. E. Paturusi, “Analisis Tingkat Pengalaman Pengguna terhadap Aplikasi Online Shopping di Area Urban Fringe,” Jurnal Teknik Informatika, vol. 15, no. 3, pp. 209–216, 2020, Accessed: Aug. 03, 2022. [Online]. Available: https://ejournal.unsrat.ac.id/index.php/informatika
R. S. Hidayatullah, S. R. Ariyanto, Muhaji, H. Mubarok, and A. Yohannes, “Collaborative Problem Based Learning: An Analysis of Problem Solving Skills in Vocational Schools,” IJORER : International Journal of Recent Educational Research, vol. 1, no. 3, pp. 209–217, Oct. 2020, doi: 10.46245/ijorer.v1i3.62.
C. Wulandari and D. Efendi, “Pengaruh Profitabilitas terhadap Nilai Perusahaan dengan Corporate Social Responsibility sebagai Variabel Moderasi,” Jurnal Ilmu dan Riset Akuntansi, vol. 11, no. 6, pp. 1–15, Jun. 2022.
I. A. P. D. K. Kartika and A. Prasetio, “Analisis Pengaruh Customer Experience terhadap Repurchase Intention (Studi Kasus pada Konsumen Wardah di Indonesia),” SEIKO : Journal of Management & Business, vol. 5, no. 2, pp. 1–7, 2022, doi: 10.37531/sejaman.v5i2.1811.
I. Yusra and R. Nanda, “Pengaruh Kualitas Produk, Lokasi dan Harga terhadap Keputusan Pembelian pada Cafe Kinol Bistro N’Poll di Kota Padang,” JURNAL PUNDI, vol. 3, no. 3, pp. 161–170, Nov. 2019, doi: 10.31575/jp.v3i3.173.
S. Narulita, Suhaji, and R. Ginanjar, “Analisis Pengaruh Implementasi Teknologi Informasi terhadap Kinerja Karyawan (Studi Kasus pada Perusahaan Telekomunikasi di Kota Semarang),” Jurnal HUMMANSI (Humaniora, Manajemen, Akuntansi), vol. 5, no. 1, pp. 23–41, Mar. 2022, doi: 10.33488/1.jh.2022.1.313.
Nuryani, A. Wiwaha, and W. C. Mandagie, “Kepuasan Pengguna Aplikasi Pembayaran Online ditinjau dari Kemudahan Penggunaan dan Pengalaman Berbelanja,” International Journal of Digital Entrepreneurship and Business (IDEB), vol. 3, no. 1, pp. 1–10, Feb. 2022, doi: 10.52238/ideb.v3i1.73.
A. Purwanto, M. Asbari, and T. I. Santoso, “Analisis Data Penelitian Marketing: Perbandingan Hasil antara Amos, SmartPLS, WarpPLS, dan SPSS Untuk Jumlah Sampel Besar,” Journal of Industrial Engineering & Management Research, vol. 2, no. 4, pp. 216–227, Jul. 2021, doi: 10.7777/jiemar.
DOI: https://doi.org/10.32520/stmsi.v12i1.2396
Article Metrics
Abstract view : 716 timesPDF - 271 times
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.