Analisis User Experience pada Aplikasi Mobile Banking Menggunakan Metode Usability Testing, System Usability Scale (SUS), dan NASA-TLX

Naufaldi, Giri Raihan (2026) Analisis User Experience pada Aplikasi Mobile Banking Menggunakan Metode Usability Testing, System Usability Scale (SUS), dan NASA-TLX. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kualitas User Experience (UX) merupakan faktor penting dalam mempertahankan loyalitas nasabah pada aplikasi mobile banking. Aplikasi mobile banking milik salah satu Bank Pembangunan Daerah (PT ABC) mencatat rating 3,9 di App Store dan 3,5 di Play Store, tertinggal dari kompetitor seperti BRImo (4,7) dan blu by BCA Digital (4,8), dengan ulasan pengguna yang konsisten mengeluhkan berbagai permasalahan. Penelitian ini bertujuan mengevaluasi kualitas UX melalui kombinasi tiga metode yang saling melengkapi, yaitu Usability Testing untuk dimensi objektif performansi, System Usability Scale (SUS) untuk dimensi subjektif kemudahan penggunaan, dan NASA-TLX untuk dimensi kognitif beban kerja mental, dengan melibatkan 30 responden berusia 19–45 tahun melalui tiga skenario task. Hasil Usability Testing menunjukkan performansi kurang baik, khususnya pada task 1 dengan task completion rate terendah 13,33%, time on task rata-rata terlama 67,12 detik, dan error rate tertinggi 86,67%. Skor rata-rata SUS sebesar 48,08 tergolong kategori Not Acceptable (grade F), sedangkan NASA-TLX memperoleh skor 54,63 yang termasuk kategori beban kerja mental Tinggi dengan Mental Demand sebagai faktor dominan. Temuan ini menunjukkan akar permasalahan utama terletak pada aspek navigasi. Berdasarkan hal tersebut, disusun empat rekomendasi perbaikan, yaitu penambahan fitur show/hide saldo, reposisi tombol aksi utama ke area thumb zone, penambahan autentikasi biometrik, serta eliminasi halaman antara yang tidak diperlukan pada alur transaksi.
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User Experience (UX) quality is an important factor in maintaining customer loyalty in mobile banking applications. The mobile banking application of a Regional Development Bank (PT ABC) recorded ratings of 3.9 on the App Store and 3.5 on the Play Store, lagging behind competitors such as BRImo (4.7) and blu by BCA Digital (4.8), with user reviews consistently highlighting various issues. This study aims to evaluate UX quality through a combination of three complementary methods: Usability Testing for the objective performance dimension, the System Usability Scale (SUS) for the subjective ease-of-use dimension, and NASA-TLX for the cognitive mental workload dimension, involving 30 respondents aged 18–45 years across three task scenarios. The Usability Testing results indicated poor performance, particularly in task 1, with the lowest task completion rate of 13.33%, the longest average time on task of 67,12 seconds, and the highest error rate of 86.67%. The average SUS score of 48,08 fell into the Not Acceptable category (grade F), while NASA-TLX obtained a score of 54,63, categorized as a High mental workload with Mental Demand as the dominant factor. These findings indicate that the main root of the problem lies in the navigation aspect. Accordingly, four improvement recommendations were formulated adding a show/hide balance feature, repositioning the primary action button to the thumb zone area, adding biometric authentication, and eliminating unnecessary intermediate pages within the transaction flow.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	User Experience, Mobile Banking, Usability Testing, System Usability Scale, NASA-TLX ============================================================ User Experience, Mobile Banking, Usability Testing, System Usability Scale, NASA-TLX
Subjects:	Q Science > QP Physiology > QP34.5 Human engineering T Technology > T Technology (General) T Technology > T Technology (General) > T59.7 Human-machine systems.
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Giri Raihan Naufaldi
Date Deposited:	29 Jul 2026 07:49
Last Modified:	29 Jul 2026 07:49
URI:	http://repository.its.ac.id/id/eprint/138142

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