Pratomo, Alexander Satryo Pinandhito Yudho (2026) Evaluasi Kualitas Perangkat Lunak pada Aplikasi Access by KAI dengan Mengacu Standar ISO/IEC 25010. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Perangkat lunak pada layanan publik, seperti aplikasi Access by KAI, dituntut agar dapat memiliki standar kualitas perangkat lunak yang tinggi guna menjamin kepuasan pengguna, terutama saat menghadapi high traffic. Namun, masalah teknis sering kali menimbulkan urgensi untuk melakukan evaluasi ulang terhadap kualitas perangkat lunak tersebut dari perspektif pengguna. Penelitian berfokus untuk menilai kualitas perangkat lunak pada aplikasi Access by KAI dengan mengacu pada standar ISO/IEC 25010. Evaluasi ini memiliki fokus pada empat atribut ISO/IEC 25010 yaitu Functional Suitability, Usability, Reliability, dan Performance Efficiency. Penelitian ini menerapkan pendekatan statistik deskriptif. Pengambilan data dilakukan dengan mendistribusikan kuesioner pada pengguna aplikasi Access by KAI untuk mengukur penilaian mereka terhadap kualitas aplikasi yang melibatkan responden, didukung dengan evaluasi kualitatif melalui wawancara. Hasil penelitian menunjukkan kualitas aplikasi secara keseluruhan berada pada kategori Baik dengan perolehan skor rata-rata 4,13. Meskipun dinilai positif, evaluasi kualitatif menemukan beberapa kendala teknis, seperti tata letak ikon yang memicu salah klik, force logout, ketidakakuratan live tracking, error ketersediaan kursi, dan lamanya proses refund. Selain itu, pengguna merekomendasikan penambahan fitur baru seperti price alert, group booking, dan layanan porter stasiun terintegrasi. Hasil dari penelitian ini menyajikan tingkatan kualitas aplikasi Access by KAI serta mengidentifikasi atirbut-atribut yang memerlukan perbaikan. Rekomendasi difokuskan pada perbaikan desain antarmuka, peningkatan stabilitas server, percepatan pencairan dana refund, serta integrasi fitur baru sesuai harapan pengguna. Penelitian ini diharapkan dapat memberikan rekomendasi bagi PT. Kereta Api Indonesia guna meningkatkan kualitas layanan demi menjaga kepercayaan dan kepuasan pengguna.
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Public service software, such as the Access by KAI application, is required to maintain high quality standards to ensure user satisfaction, especially when handling high traffic. However, frequent technical issues often create an urgency to re-evaluate the software quality from the user's perspective. This research focuses on assessing the software quality of the Access by KAI application based on the ISO/IEC 25010 standard. The evaluation focuses on four aspects of ISO/IEC 25010, namely Functional Suitability, Usability, Reliability, and Performance Efficiency. This study applies a quantitative descriptive approach. Data collection was conducted by distributing questionnaires to users of the Access by KAI application to measure
their assessment of the application's quality, involving 222 respondents, and was supported by qualitative evaluation through interviews. The research results indicate that the overall application quality falls into the "Good" category with an average score of 4.13. Although rated positively, the qualitative evaluation identified several technical issues, such as icon layouts
that trigger misclicks, force logouts, inaccuracies in live tracking, errors in displaying seat availability, and a prolonged refund process. Furthermore, users recommended the addition of new features such as price alerts, group bookings, and integrated station porter services. The results of this research present the quality level of the Access by KAI application and identify aspects requiring improvement. Recommendations are focused on improving the interface design, enhancing server stability, accelerating refund disbursements, and integrating new features according to user expectations. This research is expected to provide recommendations for PT. Kereta Api Indonesia to improve service quality in order to maintain user trust and satisfaction.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Access By KAI, Evaluasi Kualitas Perangkat Lunak, ISO/IEC 25010, Functional Suitability, Usability, Reliability, Performance Efficiency. ======================================================================================================================== Keywords: Access By KAI, Software Quality Evaluation, ISO/IEC 25010, Functional Suitability, Usability, Reliability, Performance Efficiency. |
| Subjects: | T Technology > T Technology (General) > T58.6 Management information systems |
| Divisions: | Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 57201-(S1) Undergraduate Thesis |
| Depositing User: | Alexander Satryo Pinandhito Yudho Pratomo |
| Date Deposited: | 01 Aug 2026 03:13 |
| Last Modified: | 01 Aug 2026 03:14 |
| URI: | http://repository.its.ac.id/id/eprint/141252 |
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