Permatasari, Riyandini Devi Intan (2025) Evaluasi Pengalaman Pengguna dan Usability pada Aplikasi Kopi Kenangan Menggunakan User Experience Questionnaire (UEQ) dan System Usability Scale (SUS). Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Pesatnya perkembangan aplikasi mobile di sektor Food and Beverage (FnB) Indonesia telah mendorong persaingan yang ketat, di mana pengalaman pengguna dan usability menjadi faktor pembeda krusial untuk retensi pelanggan. Meskipun populer, aplikasi Kopi Kenangan menerima umpan balik pengguna yang beragam seperti keluhan terkait fitur promo yang bermasalah, keterlambatan pengiriman, dan respons layanan pelanggan yang lambat. Keluhan ini mengindikasikan potensi masalah pada UX dan usability sehingga memerlukan evaluasi kuantitatif yang formal. Penelitian ini bertujuan untuk mengevaluasi UX dan usability pada aplikasi Kopi Kenangan menggunakan pendekatan kuantitatif. Evaluasi dilakukan dengan dua instrumen standar: User Experience Questionnaire (UEQ) untuk mengukur enam dimensi pengalaman pengguna dan System Usability Scale (SUS) untuk menilai usability secara keseluruhan. Data dikumpulkan melalui kuesioner daring, dengan analisis akhir dilakukan terhadap 164 data UEQ dan 156 data SUS yang valid. Hasil penelitian menunjukkan pengalaman pengguna yang sangat positif. Lima dari enam dimensi UEQ—Attractiveness, Perspicuity, Efficiency, Dependability, dan Stimulation—memperoleh peringkat benchmark "Excellent". Dimensi Novelty dinilai "Good". Aplikasi ini memperoleh skor akhir SUS sebesar 76,36, yang diklasifikasikan sebagai "Good" dengan grade "B" dan berada dalam rentang "acceptable". Disimpulkan bahwa aplikasi Kopi Kenangan berhasil menyajikan layanan digital yang sangat baik dan usable. Namun, skor dimensi Novelty yang lebih rendah mengindikasikan adanya peluang strategis bagi Kopi Kenangan untuk berfokus pada inovasi fitur dan kreativitas desain guna meningkatkan daya saingnya di masa depan.
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The rapid development of mobile applications in Indonesia's Food and Beverage (FnB) sector has driven intense competition, where user experience (UX) and usability have become crucial differentiators for customer retention. Despite its popularity, the Kopi Kenangan app has received mixed user feedback, including complaints about malfunctioning promotional features, delayed deliveries, and slow customer service responses. These issues indicate potential problems in UX and usability that require formal quantitative evaluation. This study aims to evaluate the UX and usability of the Kopi Kenangan application using a quantitative approach. The evaluation was conducted using two standard instruments: the User Experience Questionnaire (UEQ), which measures six dimensions of user experience, and the System Usability Scale (SUS), which assesses overall usability. Data were collected through online questionnaires, with final analysis performed on 164 valid UEQ responses and 156 valid SUS responses. The results indicate a highly positive user experience. Five out of six UEQ dimensions—Attractiveness, Perspicuity, Efficiency, Dependability, and Stimulation—received an “Excellent” benchmark rating, while the Novelty dimension was rated as “Good.” The application achieved a final SUS score of 76.36, which is classified as “Good,” with a grade of “B” and falls within the “acceptable” range. In conclusion, the Kopi Kenangan app successfully delivers a highly usable and well-designed digital service. However, the relatively lower Novelty score suggests a strategic opportunity to focus on feature innovation and creative design to enhance its competitive edge in the future.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | User Experience, Usability, UEQ, SUS, Kopi Kenangan, User Experience, Usability, UEQ, SUS, Kopi Kenangan |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning. |
| Divisions: | Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 57201-(S1) Undergraduate Thesis |
| Depositing User: | Riyandini Devi Intan Permatasari |
| Date Deposited: | 29 Jul 2025 03:15 |
| Last Modified: | 29 Jul 2025 03:15 |
| URI: | http://repository.its.ac.id/id/eprint/123058 |
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