EVALUASI USER EXPERIENCE PADA APLIKASI DIGIPAY SATU

EDNOER, ELZAMI HAQIE (2023) EVALUASI USER EXPERIENCE PADA APLIKASI DIGIPAY SATU. Skripsi thesis, Politeknik Keuangan Negara STAN.

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Abstract

Penelitian ini bertujuan untuk mengevaluasi e-marketplace pemerintah Digipay Satu dari sudut pandang user experience. Melalui evaluasi, akan dinilai capaian kepuasan user experience sekaligus didentifikasi faktor-faktor penyebab kepuasan dan ketidakpuasan. Evaluasi dilakukan dengan kombinasi metode kuantitatif menggunakan User Experience Questionnaire dan metode kualitatif menggunakan Critical Incident Technique; dengan melibatkan pengguna Digipay Satu dari berbagai satker pemerintah. Pengumpulan data dilakukan dengan metode kuesioner dan berhasil mengumpulkan 86 responden. Hasil analisis menunjukkan seluruh aspek user experience pada Digipay Satu memperoleh hasil evaluasi positif. Selain itu, perbandingan dengan benchmark menunjukkan Digipay Satu mampu bersaing dengan aplikasi-aplikasi lain. Capaian keseluruhan berdasarkan key performance index menunjukkan Digipay Satu termasuk dalam kategori “baik”. Hal ini turut didukung dengan temuan bahwa mayoritas responden merasa puas dengan Digipay Satu. Adapun faktor yang menimbulkan kepuasan pengguna adalah Digipay Satu mampu menghemat sumber daya, mendukung pekerjaan, canggih, mudah, serta superior dari aplikasi/metode lain. Di sisi lain, faktor penyebab kepuasan mencakup Digipay Satu mempersulit pekerjaan, keterbatasan fitur, sulit digunakan, inferior, keterbatasan penyedia, dan tampilan kurang baik. Peringkat seluruh faktor-faktor tersebut berbanding lurus dengan tingkat kepentingan aspek user experience yang memiliki karakteristik serupa.Atas dasar tersebut, penelitian ini menyarankan pengembangan sistem selanjutnya diprioritaskan untuk penyelesaian masalah yang mempersulit pekerjaan, perbaikan keterbatasan fitur, serta perubahan pola rekrutmen dan manajemen penyedia. Kata kunci: Digipay Satu, e-marketplace pemerintah, digital payment pemerintah, evaluasi user experience, e-government This study aims to evaluate government e-marketplace Digipay Satu from user experience point of view. Through the evaluation, the extent of user experience satisfaction will be measured, as well as identifying the factor the influence users’ satisfaction and dissatisfaction. This study employs both quantitative method by means of User Experience Questionnaire, and qualitative method using Critical Incident Technique. Civil servants from various government institutions act as the main respondent in this study. The data was gathered using online questionnaire, resulting in 86 responses in total. Analysis shows that every user experience aspects in DIgipay Satu achieve positive evaluation. In addition, comparation toward benchmark also indicates that Digipay Satu is competitive among othe applications. Overall evaluation result indicated by key performance index shows that Digipay Satu belongs to “good” category. This finding is further supported by the fact that majority of the respondents regard their experience using Digipay Satu as satisfactory. Further, factors that influence satisfaction are Digipay Satu is able to save resources, supports work, have cutting-edge technology, easy, and also superior to othes applications, On the other side, factors that influence dissatisfaction are Digipay Satu hinders work, have feature limitation, difficult to use, inferior, have merchant limitation, and also poor interface. The rank of those factors are in line with importance rating of user experience aspects that has similar characteristics. Hence, this study suggests the next system development to prioritize solving problems related to hindering work, fix feature limitation, and at last to fix merchat recruitment and management system. Keywords: Digipay Satu, government e-marketplace, government digital payment, user experience evaluation, e-government

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