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)

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Raka Yuwono Ario Wibowo Satrio Hadi Wijoyo Retno Indah Rokhmawati

Abstrak

The number of smartphone users makes companies in the banking sector compete to provide services that make it easier for users to conduct banking activities by using the mobile banking application service. One type of existing mobile banking application is the JakOne Mobile application owned by Bank DKI and the BCA Mobile application owned by Bank Central Asia. This study aims to compare the two applications as an analysis of long-term user experience that has the same characteristics and business processes in facilitating user usability and user experience when using the application. This study provides a comparison analysis of user experience with testing scenarios and using a user experience questionnaire (UEQ). The testing scenario was carried out on 8 respondents divided into 2 groups of application users based on four parameters namely task completed, error during task performance, time per completed task, number of clicks during task performance. The user experience questionnaire (UEQ) has 6 aspects of the measurement scale, namely attractiveness, perspective, efficiency, dependability, stimulation, novelty. The questionnaire was distributed to 30 respondents. After testing the respondents were interviewed to find out the responses and problems experienced during the scenario testing. The results of testing scenario testing show that the Jakone Mobile application is superior to error parameters during task performance, time per completed task, and number of clicks during task performance. While the BCA Mobile application is superior to the task completed parameters. The results of the UEQ questionnaire show that the JakOne Mobile application has a superior value on the aspects of perceptions, efficiency, dependability, stimulation. While the attractiveness and novelty aspects of the BCA Mobile application have superior value. After the data has been processed and analyzed it can be concluded that the JakOne Mobile application has a better user experience than the BCA Mobile application.

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Cara Sitasi
Wibowo, R., Wijoyo, S., & Rokhmawati, R. 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, p. 5666-5673, juli 2019. ISSN 2548-964X. Tersedia pada: <http://j-ptiik.ub.ac.id/index.php/j-ptiik/article/view/5529>. Tanggal Akses: 28 okt. 2020
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