Application of The User Centered Design Method To Evaluate The Relationship Between User Experience, User Interface and Customer Satisfaction on Banking Mobile Application
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Published:
Jan 14, 2024
Keywords:
User Satisfaction, Mobile Banking, User-Centered Design, User Experience
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Abstract
The aim of this research is to evaluate user satisfaction through UI/UX design in mobile banking and find out what kind of UI/UX appearance users want using the user-centered design method. This research uses a qualitative approach. In addition to the qualitative approach, this research also incorporates a quantitative approach. Data collection in this research used usability testing, interviews, and questionnaires. We calculated the data obtained from the questionnaire statistically using Microsoft Excel. The results of questionnaire data analysis can be in the form of graphs or numbers. Researchers create a list of required elements or features to maintain, add, improve, or remove after collecting and analyzing data. Researchers will implement the requirements list by providing prototype design recommendations. The research results showed that 90% of participants successfully completed the 10 task scenarios given during the evaluation of ongoing mobile banking usability testing. Furthermore, during the evaluation of mobile banking prototype recommendations, 99% of participants successfully completed the 10 task scenarios that had been given. The appearance that users want is a more attractive appearance by adding more icons and illustrations, as well as making the appearance more modern. Additional features that users want, namely adding an e-wallet top-up feature, not limiting the account mutations that can be seen, adding a share feature after transfer, adding fingerprint and face ID features in the login section, and adding a copy feature to be able to copy account numbers.
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Sudirjo, F., Ratna Tungga Dewa, D. M., Indra Kesuma, L., Suryaningsih, L., & Yuniarti Utami, E. (2024). Application of The User Centered Design Method To Evaluate The Relationship Between User Experience, User Interface and Customer Satisfaction on Banking Mobile Application. Jurnal Informasi Dan Teknologi, 6(1), 7-13. https://doi.org/10.60083/jidt.v6i1.465
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References
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[24] Hos, J., Kusujiarti, S., Jumintono, Upe, A., Arsyad, M., Hasniah, ... & Natanson, J. (2022). Conflict Management in Multiethnic Communities: a Case Study in Southeast Sulawesi, Indonesia. Journal of International Migration and Integration, 23(4), 1963-1985.
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[26] Nursanti, S., Dharta, F. Y., Chaerudin, C., Syam, S. P., & Purnama, R. N. (2022). Generation z's perceptions of health information about the Covid-19. Jurnal Studi Komunikasi, 6(2), 587-602.
[27] Madjid, M. (2023). English Speaking Varieties of English Instructors at Some English Courses in Makassar (A Case Study). Athena: Journal of Social, Culture and Society, 1(3), 108-115.
[28] Merla, M. (2023). TEACHING ENGLISH GRAMMAR BY USING DEDUCTIVE METHOD THROUGH GROUP WORK. KLASIKAL: JOURNAL OF EDUCATION, LANGUAGE TEACHING AND SCIENCE, 5(2), 264-271.
[29] Mohzana, M., Merla, M., Boari, Y., Hudain, M. A., & Kamaruddin, I. (2023). The Analysis Of The Effectiveness Of Group Investigation Method Implementation In Increasing Student Learning Outcomes. Mudir: Jurnal Manajemen Pendidikan, 5(1), 148-153.
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[31] Siswanto, A., Pratiwi, R., Rokhmawati, D., & Dharta, F. Y. (2023). Analysis Of Determinant Factors Employee Performance Of Directorate General Of Intellectual Property Rights Republic Of Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2493-2498.
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[37] Sitanggang, A. S., Nurrochman, T. A., Syafira, R., Halim, I. K. N., Salsabina, P., & Aisy, A. Z, “ANALYSIS THAT INFLUENCES THE USE OF M-BANKING FOR BNI CUSTOMERS,” Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah, 2022
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[2] Sari, P., Kesuma, L. I., & Rifai, A. (2021). Implementasi Metode Multistage Random Sampling untuk Aplikasi Quick Count pada Pilkada Kota Palembang Berbasis Java Mobile. Generic, 13(1), 10-15.
[3] Kesuma, L. I., & Rudiansyah, R. (2023). Classification of Covid-19 Diseases Through Lung CT-Scan Image Using the ResNet-50 Architecture. Computer Engineering & Applications Journal, 12(1).
[4] Izzuddin, M. G., & Ilahiyyah, I, “The Influence of User Interface, Brand Image, and Digital Literacy on Interest in Using Digital Banks,” Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship, vol. 12, no. 1, pp. 144, 2022.
[5] Fitri, S., Wardana, Y. F. W., Mustafa, F., Sari, E. N., & Arief, I. (2023). Analysis of The Influence of Online Purchase Decisions, Digital Perceive Value of Quality and Digital Viral Marketing on Consumer Satisfaction of Skincare Products. Jurnal Informasi dan Teknologi, 148-152.
[6] Sari, E. N. (2021). Pengaruh Store Atmosphere Terhadap Keputusan Pembelian Kopi Pada Kong Djie Café Pekanbaru. Innovative: Journal Of Social Science Research, 1(2), 73-80.
[7] Sudirman, W. F. R., Sari, E. N., Reza, S., Syaipudin, M., & Hidayat, H. (2023). Apakah fintech lending berpengaruh terhadap kinerja bank syariah di indonesia?. MONEY: JOURNAL OF FINANCIAL AND ISLAMIC BANKING, 1(2), 81-90.
[8] Sari, E. N., Farhas, R. J., Zulmi, S., & Zakky, M. A. (2021). Analisis Keputusan Konsumen Dalam Pembelian Smartphone (Studi Kasus Pada Mahasiswa Universitas Pahlawan Tuanku Tambusai). Innovative: Journal Of Social Science Research, 1(2), 688-695.
[9] Rabialdy, F., & Sari, E. N. (2022). Peran Program Pelatihan Terhadap Kinerja UKM Di Kota Pekanbaru. Jurnal Ilmiah Ekonomi Dan Pajak, 2(2), 8-12.
[10] Miya, T. K., & Govender, I, “UX/UI design of online learning platforms and their impact on learning: A review,” International Journal of Research in Business and Social Science (2147- 4478), vol. 11, no. 10, pp. 316–327, 2022.
[11] Ricardianto, P., Ikhsan, R., Setiawati, R., & Gugat, R. (2020). How to improve ship crew’s work effectiveness through the leadership style, work life balance and employee engagement in Indonesia national shipping. Management Science Letters, 10(2), 399-410.
[12] Hartatik, H., Kwintiana, B., Nengsih, T. A., Baradja, A., Harto, B., Sudipa, I. G. I., ... & Gugat, R. M. D. (2023). DATA SCIENCE FOR BUSINESS: Pengantar & Penerapan Berbagai Sektor. PT. Sonpedia Publishing Indonesia.
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[14] Nugroho, S. P., Soeprapto, A., & Sirait, A. (2022). Strategic Management Accounting Techniques for Strategic Costing in Village-Owned Enterprises. International Journal of Professional Business Review, 7(6), e0810-e0810.
[15] Pujiastuti, E. E., Soeprapto, A., Susanta, S., Utomo, H. S., & Maharaniputri, A. (2022). The role of perceived value in understanding tourist experience and post experience at heritage destinations. Jurnal Siasat Bisnis, 36-56.
[16] Sriyono, S., Pujiastuti, E. E., Pulung, N., & Soeprapto, A. (2021). The Acceleration Village Owned Enterprises towards a Social Enterprise in the Village Using a Strategic Management Approach. Design Engineering, 8, 13640-13659.
[17] Pujiastuti, E. E., Maharaniputri, A., & Soeprapto, A. (2021). Pengaruh Memorable Tourist Experience (Mte) Terhadap Affective Commitment dan Behaviors Storytelling. Journal of Tourism and Creativity, 5(1), 1-13.
[18] Pujiastuti, E. E., Sriyono, S., Soeprapto, A., & Nugroho, S. P. (2020, October). Visiting peaceful Maghilewa: culture and nature as the potentials of community-based tourism. In Proceeding of LPPM UPN “VETERAN” YOGYAKARTA CONFERENCE SERIES 2020–POLITICAL AND SOCIAL SCIENCE SERIES (Vol. 1, No. 1, pp. 107-115).
[19] Suraharta, I. M., Djajasinga, N. D., Wicaksono, M. B. A., Akbar, R. A., Priono, N. J., Yusuf, M. A., & Gugat, R. M. D. (2022). Electric vehicle policy: the main pillar of Indonesia's future energy security. International Journal of Science and Society, 4(4), 142-156.
[20] Risnawati, A., & Nuraeni, L. (2019). Meningkatkan kemampuan berbahasa Sunda anak usia dini melalui kegiatan Rebo Nyunda di pendidikan anak usia dini. CERIA (Cerdas Energik Responsif Inovatif Adaptif), 2(5), 243-250.
[21] Sadikin, A., Nuraeni, L., Mutmainnah, M., Yuniwati, I., & Riyanti, A. (2023). The Effect of Strategic Compensation, HR Development and Work Motivation on Vocational High School Teacher Performance. Journal on Education, 5(4), 10793-10800.
[22] Dharta, F. Y., & Chaerudin, D. R. (2023, June). Using Digital Marketing Communications to Boost SMEs’ Local Economic Growth in Karawang Regency. In ICEMBA 2022: Proceedings of the International Conference on Economic, Management, Business and Accounting, ICEMBA 2022, 17 December 2022, Tanjungpinang, Riau Islands, Indonesia (p. 101). European Alliance for Innovation.
[23] Dharta, F. Y., Prasetyo, H., & Dema, Y. (2021). Influence of attitude on online impulse buying: perspective on marketing communication. Jurnal Studi Komunikasi, 5(3), 729-745.
[24] Hos, J., Kusujiarti, S., Jumintono, Upe, A., Arsyad, M., Hasniah, ... & Natanson, J. (2022). Conflict Management in Multiethnic Communities: a Case Study in Southeast Sulawesi, Indonesia. Journal of International Migration and Integration, 23(4), 1963-1985.
[25] Madjid, M., Subroto, D. E., & Rofi'i, A. (2023). Utilization of interactive multimedia in learning english about different kinds of fruits for elementary school children. Jurnal Mantik, 7(1), 263-270.
[26] Nursanti, S., Dharta, F. Y., Chaerudin, C., Syam, S. P., & Purnama, R. N. (2022). Generation z's perceptions of health information about the Covid-19. Jurnal Studi Komunikasi, 6(2), 587-602.
[27] Madjid, M. (2023). English Speaking Varieties of English Instructors at Some English Courses in Makassar (A Case Study). Athena: Journal of Social, Culture and Society, 1(3), 108-115.
[28] Merla, M. (2023). TEACHING ENGLISH GRAMMAR BY USING DEDUCTIVE METHOD THROUGH GROUP WORK. KLASIKAL: JOURNAL OF EDUCATION, LANGUAGE TEACHING AND SCIENCE, 5(2), 264-271.
[29] Mohzana, M., Merla, M., Boari, Y., Hudain, M. A., & Kamaruddin, I. (2023). The Analysis Of The Effectiveness Of Group Investigation Method Implementation In Increasing Student Learning Outcomes. Mudir: Jurnal Manajemen Pendidikan, 5(1), 148-153.
[30] Madjid, M. (2020). Improving speaking skill by using group work method. JLA (Jurnal Lingua Applicata), 3(1), 1-9.
[31] Siswanto, A., Pratiwi, R., Rokhmawati, D., & Dharta, F. Y. (2023). Analysis Of Determinant Factors Employee Performance Of Directorate General Of Intellectual Property Rights Republic Of Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2493-2498.
[32] Sumitra, A., Nuraeni, L., & Nafiqoh, H. (2018). Efektivitas Diklat Berjenjang Tingkat Dasar Terhadap Peningkatan Kompetensi Sosial Pendidik Paud (Studi Deskriptif Pada Pendidik Paud Di Kota Cimahi). Jurnal Ilmiah P2M STKIP Siliwangi, 5(1), 11-20.
[33] Nuraeni, L. (2015). Pemerolehan morfologi (verba) pada anak usia 3, 4 dan 5 tahun (suatu kajian neuro psikolinguistik). Tunas Siliwangi: Jurnal Program Studi Pendidikan Guru PAUD STKIP Siliwangi Bandung, 1(1), 13-30.
[34] Nuraeni, L., & Westisi, S. M. (2020). Efektivitas Pembelajaran Dengan Pendekatan Reggio Emilia Untuk Meningkatkan Kreativitas Anak Dalam Konteks Merdeka Belajar Di Taman Kanak-Kanak Kota Cimahi Pada Masa Pandemi Covid 19. Tunas Siliwangi: Jurnal Program Studi Pendidikan Guru PAUD STKIP Siliwangi Bandung, 6(2), 51-63.
[35] Bakhar, M., Harto, B., Gugat, R. M. D., Hendrayani, E., Setiawan, Z., Surianto, D. F., ... & Tampubolon, L. P. D. (2023). PERKEMBANGAN STARTUP DI INDONESIA (Perkembangan Startup di Indonesia dalam berbagai bidang). PT. Sonpedia Publishing Indonesia.
[36] Prasetyaningsih, S., & Ramadhani, W. P, “User Experience Analysis on TFME Interactive Learning Media Using the User Experience Questionnaire,” JURNAL INTEGRASI, vol. 13, no. 2, pp. 147–157, 2021.
[37] Sitanggang, A. S., Nurrochman, T. A., Syafira, R., Halim, I. K. N., Salsabina, P., & Aisy, A. Z, “ANALYSIS THAT INFLUENCES THE USE OF M-BANKING FOR BNI CUSTOMERS,” Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah, 2022
[38] C. S. Octiva, Israkwaty, U. W. Nuryanto, H. Eldo, and A. Tahir, “Application of Holt-Winter Exponential Smoothing Method to Design a Drug Inventory Prediction Application in Private Health Units”, jidt, vol. 6, no. 1, pp. 1-6, Jan. 2024.