Evaluating the User Experience of a Mobile Ticketing Application using the User Experience Questionnaire (UEQ)

Elsa Anjamilen Bailaen, Dwi Hosanna Bangkalang

Abstract


The digitalization of the mobile ticketing sector in Indonesia has seen significant growth, with a projected 50% increase in mobile ticketing app usage by 2025. Popular applications such as Traveloka, Tiket.com, Agoda, and Booking.com dominate the market, yet they face several technical challenges, including navigation difficulties, unclear interfaces, performance bugs during peak hours, slow application response times, and limited features. This study employed the User Experience Questionnaire (UEQ) method and involved 578 respondents selected through purposive sampling. The criteria included active users of one of the mobile ticketing apps and individuals aged between 20 and 40 years. The results of the t-test revealed that Agoda needs to improve the perspicuity aspect by simplifying its dense user interface, particularly in accommodation and travel ticket searches. Regarding efficiency, Traveloka, Agoda, and Booking.com must enhance their search systems and address bugs/errors that disrupt performance during peak usage times. For stimulation, Traveloka should enhance user experience by providing a more dynamic and responsive layout when navigating pages or performing searches. In terms of novelty, both Agoda and Booking.com are advised to integrate local e-wallets such as GoPay, OVO, and DANA, as well as bank transfer options, since currently they only support credit card payments. These findings highlight the critical role of UX in improving user satisfaction and suggest that continuous user-centered development is essential for maintaining competitiveness in the mobile ticketing industry.

Keywords


user experience; user experience questionnaire; mobile ticketing

Full Text:

PDF

References


Saefullah, “Pengaruh Kemajuan Teknologi Komunikasi dan Informasi terhadap Karakter Anak,” Kemenag RI BDK Jakarta. Accessed: May 22, 2024. [Online]. Available: https://bdkjakarta.kemenag.go.id/pengaruh-kemajuan-teknologi-komunikasi-dan-informasi-terhadap-karakter-anak/

A. S. Ahda, C. I. Ratnasari, P. S. Informatika, F. T. Industri, and U. I. Indonesia, “User Experience Testing on the UII Informatics Department Website using UEQ,” Sist. J. Sist. Inf., vol. 12, no. 2, pp. 527–536, 2023, doi: 10.32520/stmsi.v12i2.2881.

M. A. Kresnanto, B. T. Hanggara, and B. S. Prakoso, “Analisis Pengalaman Pengguna pada Aplikasi Mobile Booking Hotel dengan menggunakan Metode UEQ (Studi kasus: RedDoorz dan Airy),” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 4, no. 10, pp. 3637–3646, 2020, [Online]. Available: https://j-ptiik.ub.ac.id/index.php/j-ptiik/article/view/8063

E. Santika, F, “Nilai Online Booking Pariwisata dan Proyeksinya (2017-2027),” Databoks. Accessed: May 22, 2024. [Online]. Available: https://databoks.katadata.co.id/layanan-konsumen-kesehatan/statistik/58d9c01818894b5/nilai-online-booking-pariwisata-tumbuh-traveloka-dan-tiketcom-punya-pangsa-pasar-terbesar

D. H. Jayani, “Pasar Travel Online Indonesia Tertinggi di Asia Tenggara,” Databooks. Accessed: May 22, 2024. [Online]. Available: https://databoks.katadata.co.id/layanan-konsumen-kesehatan/statistik/426f599cbe5312c/pariwisata-tumbuh-potensi-travel-online-indonesia-tertinggi-di-asia-tenggara

Groundhog, “OTA di Indonesia: Traveloka vs Agoda vs Booking.com,” Groundhog. Accessed: Apr. 24, 2025. [Online]. Available: https://mi.ghtinc.com/language/id/dmp-case-studies-id/traveloka-agoda-booking-in-indonesia-2.html

R. Purwaningsih, S. F. Shobrina, R. Rumita, D. Nurlaila, and P. Winata, “Pengaruh Kualitas Website terhadap Tingkat Kepuasan Pelanggan menggunakan Metode Linier Regresi Berganda (Studi kasus: Tiket.com),” J@ti Undip J. Tek. Ind., vol. 18, no. 2, pp. 130–139, 2023, doi: 10.14710/jati.18.2.130-139.

P. G. Primasari, “Aplikasi Mobile Ticketing Terbaik dari yang Paling Mudah hingga menawarkan Harga Paling Murah,” mojok.co. Accessed: Apr. 24, 2025. [Online]. Available: https://mojok.co/terminal/kasta-aplikasi-booking-hotel-terbaik-mudah-digunakan-dan-murah/

D. Khuntari, “Analisis Pengalaman Pengguna Aplikasi Gojek dan Grab dengan Pendekatan User Experience Questionnaire,” J. Tek. Inform. dan Sist. Inf., vol. 8, no. 1, Apr. 2022, doi: 10.28932/jutisi.v8i1.4499.

S. R. Henim and R. Perdana Sari, “Evaluasi User Experience Sistem Informasi Akademik Mahasiswa pada Perguruan Tinggi menggunakan User Experience Questionnaire,” J. Komput. Terap., vol. 6, no. 1, pp. 69–78, 2020, doi: 10.35143/jkt.v6i1.3582.

N. Setiyawati and D. H. Bangkalang, “The Comparison of Evaluation on User Experience and Usability of Mobile Banking Applications using User Experience Questionnaire and System Usability Scale,” p. 87, 2022, doi: 10.3390/proceedings2022082087.

R. A. Ningsih and K. D. Tania, “Comparison of Tiket.com and Pegipegi User Experience using the UEQ Method,” J. Tek. Inform. dan Sist. Inf., vol. 9, no. 2, Aug. 2023, doi: 10.28932/jutisi.v9i2.6079.

R. Islami, S. S. Hilabi, and A. Hananto, “Analisis User Experience Aplikasi Traveloka dan Tiket.Com menggunakan Metode User Experience Quesionnaire,” Remik, vol. 7, no. 1, pp. 497–505, 2023, doi: 10.33395/remik.v7i1.12106.

R. A. Murdiono, H. Tolle, and A. P. Kharisma, “Evaluasi User Experience pada Aplikasi Mobile Penjualan Tiket Online,” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 2, no. 5, pp. 2078–2085, 2018, [Online]. Available: https://j-ptiik.ub.ac.id/index.php/j-ptiik/article/view/1544

H. J. Kurniawan and E. S. Budi, “Impelentasi User Experience Questionnaire untuk Analisa Kuliatas Online Travel Agent terhadap Pengalaman Pengguna,” Resolusi Rekayasa Tek. Inform. dan Inf., vol. 5, no. 1, pp. 74–82, 2024, doi: 10.30865/resolusi.v5i1.2083.

K. K. Pangestu, T. Lathif, M. Suryanto, and A. Pratama, “User Experience Questionnaire (UEQ) sebagai Metode Pengukuran Evaluasi Pengalaman Pengguna Virtual Campus Tour Upn,” 442 J. Inf. Syst. Applied, Manag. Account. Res., vol. 7, no. 2, pp. 442–451, 2023, doi: 10.52362/jisamar.v7i2.718.

P. G. Subhaktiyasa, “Menentukan Populasi dan Sampel : Pendekatan Metodologi Penelitian Kuantitatif dan Kualitatif,” J. Ilm. Profesi Pendidik., vol. 9, no. 4, pp. 2721–2731, 2024, doi: 10.29303/jipp.v9i4.2657.

A. W. Nugroho and Supriyadi, “Analisis User Experience pada Website Sistem Informasi Tugas Akhir (SITA) Mahasiswa menggunakan User Experience Questionnaire (UEQ),” J. Sains Komput. Inform., vol. 7, no. 1, pp. 399–407, 2023, doi: 10.30645/j-sakti.v7i1.603.

F. D. P. Anggraini, A. Aprianti, V. A. V. Setyawati, and A. A. Hartanto, “Pembelajaran Statistika menggunakan Software SPSS untuk Uji Validitas dan Reliabilitas,” J. Basicedu, vol. 6, no. 4, pp. 6491–6504, 2022, doi: 10.31004/basicedu.v6i4.3206.

U. Fariha, E. Saputra, M. L. Hamzah, and M. Fronita, “Evaluasi User Experience terhadap Aplikasi OVO menggunakan Metode User Experience Questionnaire (UEQ),” Sist. J. Sist. Inf., vol. 13, no. 1, pp. 2222–2236, 2024, doi: 10.32520/stmsi.v13i5.4588.

A. G. Hartzani, “Evaluasi User Experience pada Dompet Digital OVO menggunakan User Experience Questionnaire (UEQ),” Universitas Islam Negeri Syarif Hidayatullah Jakarta, 2020.

A. Hinderks, D. Winter, M. Schrepp, and J. Thomaschewski, “Applicability of User Experience and Usability Questionnaires,” J. Univers. Comput. Sci., vol. 25, no. 13, pp. 1717–1735, 2019, doi: 10.3217/jucs-025-13-1717.

N. Ameniar, H. Prastawa, and Z. F. Rosyada, “Evaluasi User Experience menggunakan Metode UEQ dan Penerapan Kansei Engineering pada Aplikasi Cinepolis Cinemas Indonesia,” Ind. Eng. Online J., vol. 11, no. 4, pp. 1–8, 2022, [Online]. Available: https://ejournal3.undip.ac.id/index.php/ieoj/article/view/35951

R. H. P. Kusumo, “Evaluasi User Experience Sistem Informasi Manajemen Tugas Akhir (SEKAWAN) Informatika Universitas Islam Indonesia Menggunakan Metode UEQ,” Universitas Islam Indonesia, 2022. [Online]. Available: dspace.uii.ac.id/123456789/53814




DOI: https://doi.org/10.32520/stmsi.v14i3.5243

Article Metrics

Abstract view : 161 times
PDF - 102 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.