FAKTOR-FAKTOR YANG MEMPENGARUHI USER EXPERIENCE APLIKASI MOBILE BANKING

Muhammad Haedar Zhafran Hidayatullah, S.Kom., NIM.: 20206052009 (2023) FAKTOR-FAKTOR YANG MEMPENGARUHI USER EXPERIENCE APLIKASI MOBILE BANKING. Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The flexibility of technology and the transformation of cellphones into smartphones are one of the factors that ultimately make it easier for people to access banking services. This was marked by the birth of mobile banking services. Mobile banking is a service offered by banks to customers to facilitate transactions that can be accessed through an application installed on a smartphone. Customers can carry out various financial transactions such as transactions at ATMs so that mobile banking services can be a solution for many people to carry out financial activities without the need to carry out excessive social activities. Banking activities through mobile banking services have experienced a significant increase. Bank Indonesia (BI) noted that the total digital banking transactions throughout 2021 reached IDR 39,841.4 trillion, a growth of 45.64 percent when compared to the previous year. The quality of mobile banking services will significantly affect the level of user satisfaction, where user satisfaction is influenced by user experience, therefore research on the level of usability is needed. This study used a quantitative approach with data collection methods through questionnaires. The instruments used in this study are the Computer System Usability Questionnaire (CSUQ), System Usability Scale (SUS), Net Promoter Score (NPS), Nielsen' Attributes of Usability (NAU), Nielsen's Usability Heuristics, Factors Affecting Usability, Factors Influencing User Experience , and the User Experience Questionnaire. Data processing in this study uses descriptive analysis and inferential analysis. Descriptive analysis was carried out by calculating the mean value of the usability level, while inferential analysis was carried out by conducting different tests consisting of the Kruskal Wallis test. The Kruskal Wallis test will be used as an initial reference because the data collected is not normally distributed and more than 3 or more samples are unpaired, so the analysis must be carried out non-parametrically (using the Kruskal Wallis test). After being reviewed, it was found that of the 78 usability sub-criteria, there were a number of 77 different special sub-criteria, 1 sub-criteria whose features were not different. There is one sub-criteria that is not different, namely the Net Promoter Score (NPS). In general, the Mobile Banking Y application turns out to have a better level of usability than X and Z, most of these sub features are different but in practice they are not significant.

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