Usulan Perbaikan Usability Penggunaan Aplikasi PLN Mobile dengan Pendekatan Importance Performance Analysis (IPA) dan Quality Function Deployment (QFD)

Puspayanti, Peny (2023) Usulan Perbaikan Usability Penggunaan Aplikasi PLN Mobile dengan Pendekatan Importance Performance Analysis (IPA) dan Quality Function Deployment (QFD). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

PLN Mobile merupakan aplikasi yang dirancang oleh PT PLN (Persero) dengan tujuan untuk memberikan layanan ketenagalistrikan melalui mobile apps. Aplikasi ini memiliki beberapa layanan yaitu seputar informasi ketenagalistrikan, cek tagihan, penyediaan listrik, pengaduan, dan contact center. Namun dalam penggunannya, PLN Mobile belum bisa mencapai tujuannya dalam memberikan kemudahan pelayanan aplikasi mobile karena banyaknya yang dikeluhkan via Google playstore dan AppStore terkait navigasi & penggunaan aplikasi yang sulit. Faktor keluhan dari pengguna PLN Mobile menjadi alasan utama penulis melakukan penelitian dibagian usability dengan tujuan, untuk mengetahui permasalahan usability pada user interface aplikasi PLN Mobile. Analisis data usability dalam penelitian ini, menggunakan atribut usability dengan acuan Nielsen Model yaitu Understandbility, Learnability, Operability, Attractiveness dan ISO/IEC 9126 dengan atribut usability Memorability, Efficiency, Error, Satisfiaction. Sebanyak 35 atribut pernyataan disebar ke pengguna aplikasi PLN Mobile diwilayah kerja PT PLN (Perserp) UP3 Palangka Raya. Dari hasil pengoalahan menggunakan pendekatan Importance Performance Analysis (IPA), didapatkan 6 atribut pernyataan yang nantinya akan dilakukan perancangan prioritas perbaikan. Selanjutnya, dilakukan perancangan perbaikan usability dengan pendekatan Quality Function Deployment (QFD) melalui pembuatan matriks House of Quality (HoQ) dengan tahapan penyusunan matriks yaitu: Customer needsand wants, Planning Matrix, Technical response, Technical matrix, Technical respon, dan Technical correlation. Dari hasil perancangan prioritas perbaikan, didapatkan 5 prioritas respon teknis sebagai usulan perbaikan dalam aplikasi PLN Mobile yaitu “Penambahan fitur taskbar, pada menu yang sedang dijalankan di halaman awal”, “Pengembangan sistem aplikasi untuk mengurangi loading time”, “Penambahan fitur search lokasi pemadaman secara akurat”, “Meningkatkan tingkat response time fitur layanan live chat”, dan “Penambahan fitur search menu”
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PLN Mobile is an application designed by PT PLN (Persero) with the aim of providing electricity services through mobile apps. This application has several services, namely about electricity information, checking bills, providing electricity, complaints, and contact centers. However, in its use, PLN Mobile has not been able to achieve its goal of providing easy mobile application services because of the many complaints via Google playstore and AppStore related to difficult navigation & use of applications. The complaint factor from PLN Mobile users is the main reason the author conducted research in the usability section with the aim of finding out usability problems in the PLN Mobile application user interface. Analysis of usability data in this research, using usability attributes with Nielsen Model references, namely Understandbility, Learnability, Operability, Attractiveness and ISO / IEC 9126 with usability attributes Memorability, Efficiency, Error, Satisfiaction. A total of 35 statement attributes were distributed to PLN Mobile application users in the working area of PT PLN (Persero) UP3 Palangka Raya. From the results of processing using the Importance Performance Analysis (IPA) approach, 6 statement attributes were obtained which will later be designed for improvement priorities. Furthermore, usability improvement design was carried out with the Quality Function Deployment (QFD) approach through the creation of a House of Quality (HoQ) matrix with stages of matrix preparation, namely: Customer needs and wants, Planning Matrix, Technical response, Technical matrix, Technical response, and Technical correlation. From the results of the design of improvement priorities, 5 technical response priorities were obtained as proposed improvements in the PLN Mobile application, namely "Added taskbar features, on the menu that is being run on the start page", "Application system development to reduce loading time", "Added accurate outage location search feature", "Increase response time level of live chat service feature", and "Added search menu feature"

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	PLN Mobile Application, Usability Attribute Improvement, Importance Performance Analysis (IPA); Quality Function Depl,yment (QFD),Aplikasi PLN Mobile, Perbaikan Atribut Usability, Importance Performance Analysis (IPA), Quality Function Deployment (QFD)
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Peny Puspayanti
Date Deposited:	23 Aug 2023 05:54
Last Modified:	23 Aug 2023 05:54
URI:	http://repository.its.ac.id/id/eprint/102976

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