Evaluating MyXL User Experience with the EUCS Model
Abstract
PT XL Axiata Tbk is a private company in Indonesia engaged in the telecommunications sector. In 2013, PT XL Axiata Tbk created a mobile application, namely the myXL application. This application is an application that can be used by XL Axiata card users by providing self-service. This study aims to assess the extent to which users are satisfied with the myXL application, using the End User Computing Satisfaction (EUCS) model approach consisting of content, accuracy, format, ease of use, and timeliness variables, and added with two additional variables, namely system speed and system reliability. The research method applied is a quantitative approach, with a random sampling technique. The number of samples in this study was 52 respondents. The technique of descriptive statistical analysis was used for this study. The results of the study found that there were three variables that received a very high category, namely content, format and ease of use and three variables that received a high category, namely accuracy, timeliness, and system reliability. There is one variable that received a less category, namely system speed.
Keywords: Evaluation; User satisfaction; myXL; End User Computing Satisfaction; Random sampling
Abstrak
PT XL Axiata Tbk merupakan perusahaan swasta di Indonesia yang bergerak di sektor telekomunikasi. Di tahun 2013, PT XL Axiata Tbk menciptakan aplikasi mobile yaitu aplikasi myXL. Aplikasi ini merupakan aplikasi yang dapat digunakan bagi pengguna kartu XL Axiata dengan memberikan layanan self-service. Penelitian ini bertujuan untuk menilai sejauh mana pengguna merasa puas terhadap aplikasi myXL, menggunakan pendekatan model End User Computing Satisfaction (EUCS) yang terdiri dari variabel content, accuracy, format, ease of use, dan timeliness, serta ditambah dengan dua variabel tambahan, yaitu system speed dan system reliability. Metode penelitian yang diterapkan adalah pendekatan kuantitatif, dengan teknik pengambilan sampel secara acak (random sampling). Jumlah sampel dalam penelitian ini sebanyak 52 responden. Teknik dari analisis statistik deskriptif digunakan untuk penelitian ini. Hasil penelitian menemukan terdapat tiga variabel yang mendapatkan kategori sangat tinggi, yaitu content, format dan ease of use serta tiga variabel yang mendapatkan kategori tinggi yaitu accuracy, timeliness, dan system reliability. Adapun satu variabel yang mendapatkan kategori kurang yaitu system speed.
Keywords
References
APJII, "APJII: Jumlah Pengguna Internet Indonesia Tembus 221 Juta Orang," APJII, 07 Februari 2024. [Online]. Tersedia: https://apjii.or.id/berita/d/apjii-jumlah-pengguna-internet-indonesia-tembus-221-juta-orang. [Diakses: 01 Maret 2025].
H. R. Ginaris, A. Pratama, dan E. M. Safitri, "Analisis Kepuasan Pengguna Aplikasi Mobile By. U Menggunakan Metode EUCS End User Computing Satisfaction Pada Pengguna Provider By. U di Kota Surabaya," GLORY (Global Leadership Organizational Research in Management), vol. 2, no. 1, pp. 106-119, 2024. DOI: https://doi.org/10.59841/glory.v2i1.767.
H. Akbar, M. Alfarisi, R. F. Maulidiansyah, D. M. Sri, dan A. W. Arsyad, "Manfaat Survei Kepuasan Pelanggan Bagi Masyarakat Untuk Menunjang Keberlanjutan Bisnis Perumdam Tirta Kencana Kota Samarinda," JPKMN, vol. 5, no. 3, pp. 3146-3156, 2024. DOI: https://doi.org/10.55338/jpkmn.v5i3.3533.
N. A. Amrulloh dan H. Marcos, "Perancangan Aplikasi Data Penjualan Batik Berbasis Android menggunakan Database Firebase," Jurnal Sistem Informasi, vol. 11, no. 2, pp. 42-49, 2024. DOI: https://doi.org/10.30656/jsii.v11i2.6043.
A. J. Ramadhan, "Peran Humas XL Axiata Melalui Aplikasi Mobile Laut Nusantara Dalam Membangun Citra Perusahaan Bagi Nelayan," Jurnal Komunikasi, vol. 15, no. 1, pp. 1-16, 2021. DOI: https://doi.org/10.21107/ilkom.v15i1.8807.
N. P. Bestari, "Jumlah Pelanggan Telkomsel, XL, Indosat Sekarang Sudah Segini," CNBC Indonesia, 26 Maret 2024. [Online]. Tersedia: https://www.cnbcindonesia.com/ tech/20240326121344-37-525507/jumlah-pelanggan-telkomsel-xl-indosat-sekarang-sudah-segini. [Diakses: 01 Maret 2025].
Fauzan dan S. F. Ramafina, "Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah PT. Bank Tabungan Negara (Persero) Tbk Kantor Cabang Sutomo Padang," OPTIMAL: Jurnal Ekonomi dan Manajemen, vol. 4, no. 1, pp. 158-177, 2024. DOI: https://doi.org/10.55606/optimal.v4i1.2630.
E. Prastyo, C. W. Budiyanto, dan R. A. Yuana, “Measuring Mobile Applications User's Satisfaction: A Closer Look into the Appropriate Information Systems User's Satisfaction,” in IOP Conference Series: Materials Science and Engineering, Surabaya, pp. 1–7, 22 Maret, 2021. DOI: https://doi.org/10.1088/1757-899X/1098/4/042002.
M. Q. Huda, E. Nurmiati, dan N. W. Sari, “Predicting User Satisfaction Using an Extended EUCS Model: The Case of Customer Application System in Telkom,” in Proceedings of the 2nd International Conference on Quran and Hadith Studies (ICONQUHAS) in conjunction with the 1st International Conference on Islam, Science and Technology (ICONIST), Bandung, pp. 1–6, 2–4 Oktober, 2018. DOI: https://doi.org/10.4108/eai.2-10-2018.2295409.
D. S. Wulandari, T. A. Sutrisno, dan S. Sugiarsi, "Faktor yang Mempengaruhi Kepuasan Pengguna Sistem Informasi Manajemen Rumah Sakit (SIMRS) Rawat Inap di RSUD Dr Moewardi," Jurnal Rekam Medik dan Informasi Kesehatan, vol. 5, no. 4, pp. 307-315, 2024. DOI: https://doi.org/10.25047/j-remi.v5i4.4764.
Edi dan J. Hendrik, "Evaluasi Aplikasi Mobile Market Dalam Mengukur Kepuasan Pelanggan Menerapkan Metode End User Computing Satisfaction (EUCS)," Bulletin of Computer Science Research, vol. 3, no. 1, pp. 123-131, 2022. DOI: https://doi.org/10.47065/bulletincsr.v3i1.217.
S. Amarin dan T. I. Wijaksana, "Pengaruh Kualitas Sistem, Kualitas Informasi, dan Kualitas Layanan Terhadap Kepuasan Konsumen (Studi Pada Pengguna Aplikasi Berrybenka di Kota Bandung)," Business Management Analysis Journal, vol. 4, no. 1, pp. 37-52, 2021. DOI: https://doi.org/10.24176/bmaj.v4i1.6001.
Y. D. Anahyu, Zarnelly, N. E. Rozanda, dan Megawati, "Analisis Kepuasan Pengguna Akhir Aplikasi Mytelkomsel Menggunakan Metode End User Computing Satisfaction (EUCS)," Jurnal Inovtek Polbeng Seri Informatika, vol. 9, no. 1, pp. 140-152, 2024. DOI: https://doi.org/10.35314/isi.v9i1.3998.
S. Rukani dan N. Marlena, "Pengaruh Persepsi Kemudahan dan Fitur Layanan Terhadap Kepuasan Menggunakan Aplikasi Edulearning sebagai Media Pembelajaran Online di SMK Ketintang Surabaya," Jurnal PTK dan Pendidikan, vol. 7, no. 2, pp. 100-111, 2021. DOI: https://doi.org/10.18592/ptk.v7i2.4763.
N. A. O. Saputri dan Alvin, "Measurement of User Satisfaction Level in the Bina Darma Information Systems Study Program Portal Using End User Computing Satisfaction Method," Journal of Information Systems and Informatics, vol. 2, no. 1, pp. 154-162, 2020. DOI: https://doi.org/10.33557/journalisi.v2i1.43.
R. A. Wigatie dan I. Zainafree, "Analisis Kepuasan Pengguna Aplikasi Mobile JKN di BPJS Kesehatan Kantor Cabang Magelang," Health Information: Jurnal Penelitian, vol. 15, no. 2, pp. 1-7, 2023.
I. P. Y. A. Ariwanta, I. G. T. E. Saputra, N. P. E. Apriyanthi, I. M. A. O. Gunawan, dan G. Indrawan, "Analisis Kepuasan Pengguna Menggunakan Metode EUCS Pada Sistem Computer Based Test di Institusi Pendidikan," Journal of Computer System and Informatics, vol. 4, no. 4, pp. 945-951, 2023. DOI: https://doi.org/10.47065/josyc.v4i4.3752.
M. A. Sugandi dan R. M. N. Halim, "Analisis End-User Computing Satisfaction (EUCS) pada Aplikasi Universitas Bina Darma," SISTEMASI, vol. 9, no. 1, pp. 143–154, 2020. DOI: https://doi.org/10.32520/stmsi.v9i1.625.
R. Hidayati, A. S. Kusmanto, dan A. Kiswantoro, "Development and Construct Validation of Indonesian Students Self-Confidence Scale Using Pearson Product Moment," Pagem Journal of Education and Instruction, vol. 13, no. 2, pp. 94–103, 2023. DOI: https://doi.org/10.47750/pegegog.13.03.11.
S. S. Sa'diyah, T. Wrahatnolo, Joko, dan Y. Fransisca, "Pengujian Validitas dan Reliabilitas Instrumen Resilience Siswa SMK Teknik Ketenagalistrikan Menggunakan PLS-SEM," Jupiter: Publikasi Ilmu Keteknikan Industri, Teknik Elektro dan Informatika, vol. 2, no. 4, pp. 223–235, 2024. DOI: https://doi.org/10.61132/jupiter.v2i4.443.
E. R. Matulessy dan V. Kilian, "Statistika Deskriptif Implementasi Program Imunisasi Dasar Lengkap di Wilayah Kerja Dinas Kesehatan Manokwari Tahun 2022," Jurnal Pendidikan dan Konseling (JPDK), vol. 5, no. 1, pp. 3492–3499, 2023. DOI: https://doi.org/10.31004/jpdk.v5i1.11450.
A. Pratomo, D. Cahyono, dan Y. Kusuma, "User Experience Analysis on E-commerce Mobile Apps Using UX Honeycomb," Jurnal Teknologi Informasi dan Ilmu Komputer, vol. 10, no. 1, pp. 35–42, 2023. DOI: https://doi.org/10.37034/jsisfotek.v5i1.205.
S. D. Dwika dan H. Ali, "Persepsi Manfaat Kemudahan Terhadap Niat Dalam Penggunaan Aplikasi Mobile Banking," Jurnal Ekonomi Manajemen Sistem Informasi, vol. 6, no. 2, pp. 823–834, 2024. DOI: https://doi.org/10.38035/jemsi.v6i2.3402.
C. Okonkwo, "Assessment of User Experience (UX) Design Trends in Mobile Applications," Journal of Technology and Systems, vol. 6, no. 5, pp. 29–41, 2024. DOI: http://dx.doi.org/10.47941/jts.2147
Y.-E. Park, Y. W. Tak, I. Kim, H. J. Lee, J. B. Lee, J. W. Lee, dan Y. Lee, "User Experience and Extended Technology Acceptance Model in Commercial Health Care App Usage Among Patients With Cancer: Mixed Methods Study," Journal of Medical Internet Research, vol. 26, no. 1, pp. e55176, 2024. DOI: https://doi.org/10.2196/55176.
L. Fitria dan N. Rahmawati, "Timeliness and Trust in Mobile Digital Banking: An Empirical Study," Jurnal Sistem Informasi Bisnis, vol. 7, no. 1, pp. 21–30, 2023. DOI: http://dx.doi.org/10.47941/jts.2147.
M. Yu, R. Zhou, Z. Cai, dan C. W. Tan, "Unravelling the Relationship Between Response Time and User Experience in Mobile Applications," Internet Research, vol. 30, no. 5, pp. 1521–1546, 2020. DOI: http://dx.doi.org/10.1108/INTR-05-2019-0223.
Y. Elsantil, "User Perceptions of the Security of Mobile Applications," International Journal of E-Services and Mobile Applications, vol. 12, no. 4, pp. 24–41, 2020. DOI: http://dx.doi.org/10.4018/IJESMA.2020100102.
How To Cite This :
Refbacks
- There are currently no refbacks.
