Alifian Rofi’una Widodo and Hanifah Muslimah Az-Zahra,, S.Sn., M.Ds and Mochamaputra,, S.Kom., M.Eng., M.T., Ph.D.d Chandra Sa (2024) Analisis Pengalaman Pengguna Pada Aplikasi Mobile Banking Menggunakan Metode Ux Curve (Studi Kasus Pada Aplikasi Jconnect Mobile). Sarjana thesis, Universitas Brawijaya.
Abstract
Bank Jawa Timur (Bank Jatim) adalah salah satu bank daerah di Indonesia yang dikelola oleh pemerintah provinsi Jawa Timur. Salah satu bentuk inovasi dari Bank Jatim adalah dengan diluncurkannya aplikasi JConnect Mobile. Pembaruan aplikasi atau update dalam aplikasi setelah adanya branding digital di ulang tahun Bank Jatim yang ke 62 pada tahun 2021 memengaruhi pengalaman pengguna selama menggunakan aplikasi. Penelitian ini bertujuan untuk mengevaluasi dan menganalisis pengalaman pengguna jangka panjang menggunakan metode UX Curve. Mendeskripsikan alasan mengapa perubahan pengalaman terjadi, tingkat loyalitas pengguna dan seberapa berpengaruh update aplikasi yang terjadi dilihat dari tren kurva. Serta apa saja hasil temuan alasan perubahan dan hubungan arah kurva dengan user satisfaction and recommendation. Terdapat 3 tahap yang ada pada metode UX Curve yaitu Initial Questionnaire, Curve Drawing Templates dan Final Questionnaire. Metode UX Curve dapat menangkap perubahan pengalaman pengguna dari waktu ke waktu. Terdapat 5 sudut pandang yang ada pada metode UX Curve yaitu General UX, Attractiveness, Ease of Use, Utility dan Degree of Usage. Pengumpulan data dari 14 responden didapatkan sejumlah 70 kurva dengan 14 kurva pada masing masing sudut pandang. Kurva-kurva tersebut kemudian diolah untuk dikategorikan menjadi improving, stable dan deteriorating sesuai dengan kecenderungan arah kurva. Dari total 70 kurva yang sudah diolah, 32 kurva mengalami improving, 16 kurva mengalami stable dan 22 kurva mengalami deteriorating. Untuk alasan yang diberikan responden pada saat menggambar kurva, sudut pandang General UX menghasilkan rata-rata 7,6, Attractiveness menghasilkan rata-rata 7,3, Ease of Use menghasilkan rata-rata 6,1, Utility menghasilkan rata-rata 5,7, Degree of Usage menghasilkan rata-rata 4,8. Keterkaitannya dengan user satisfaction and recommendation adalah JConnect Mobile sudah dapat dikatakan baik bagi penggunanya namun pertanyaan tentang rekomendasi menghasilkan skor 3,5 dari 7 yang artinya responden merasa ragu-ragu apabila harus merekomendasikan aplikasi JConnect Mobile ini kepada kerabat mereka.
English Abstract
Bank Jawa Timur (Bank Jatim) is one of the regional banks in Indonesia managed by the East Java provincial government. One form of innovation from Bank Jatim is they launch the JConnect Mobile application. Application updates after digital branding on Bank Jatim's 62nd birthday in 2021 affect the user experience while using the application. This research aims to evaluate and analyze long-term user experience using the UX Curve method. How is their experience from the beginning of use to the present and how influential application updates that occur seen from the curve trend. As well as what are the findings of the reasons for changes and the relation between the curve trends with user satisfaction and recommendation. There are 3 stages in the UX Curve method, namely Initial Questionnaire, Curve Drawing Templates and Final Questionnaire. The UX Curve method can capture changes in user experience over time. There are 5 points of view in the UX Curve method, namely General UX, Attractiveness, Ease of Use, Utility and Degree of Usage. Data that has been collected from 14 respondents obtained a total of 70 curves with 14 curves in each point of view. The curves are then being categorized into improving, stable and deteriorating according to the trend of the curve direction. Of the total 70 curves that have been processed, 32 curves are improving, 16 curves are stable and 22 curves are deteriorating. The reasons given by respondents when drawing the curve General UX point of view produces an average of 7.6, Attractiveness produces an average of 7.3, Ease of Use produces an average of 6.1, Utility produces an average of 5.7, Degree of Usage produces an average of 4.8. The relation with user satisfaction and recommendation is that JConnect Mobile can be said to be good for its users good for its users, but the question about recommendations resulted in a score of 3.5 out of 7, which means that respondents feel hesitant if they have to recommend this JConnect Mobile application to their relatives.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 052415 |
| Uncontrolled Keywords: | mobile banking, JConnect Mobile, UX Curve, pengalaman pengguna jangka panjang, arah kurva, alasan perubahan, user satisfaction and recommendation -mobile banking, JConnect Mobile, UX Curve, long-term user experience, trends of curve, the reasons of change, user satisfaction and recommendation |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 28 Nov 2024 08:04 |
| Last Modified: | 28 Nov 2024 08:04 |
| URI: | http://repository.ub.ac.id/id/eprint/229336 |
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