ANALISIS USER EXPERIENCE PADA APLIKASI BSI MOBILEDENGAN METODE HEART METRICS DAN IMPORTANCEPERFORMANCE ANALYSIS
BSI Mobile is a banking application issued by Bank Syariah Indonesia to facilitate the banking activities of its customers. However, there are indications that the user experience on the application is not running well, resulting in a decrease in user ratings on the application. This study aims to a...
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2022-07-07.
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| 520 | |a BSI Mobile is a banking application issued by Bank Syariah Indonesia to facilitate the banking activities of its customers. However, there are indications that the user experience on the application is not running well, resulting in a decrease in user ratings on the application. This study aims to analyze the things that are priorities with the aim of improving the user experience. The method used is HEART Metrics with variables namely Happiness, Engagement, Adoption, Retention, and Task Success and uses Importance Performance Analysis to perform the analysis. The data taken are 100 respondents who are active users of BSI Mobile. Based on the results of the analysis using Importance Performance Analysis, there are several statement items that need to be evaluated, but there are 3 statement items that need to be evaluated immediately. The statement item is in the Task Success variable, namely the balance checking process (94.656%),purchasing electricity tokens (94.656%), and also e-commerce payments (89.901%). These results were obtained after calculating the level of suitability of each item and using a Cartesian diagram. These three items are the main priority in evaluating to increase customer satisfaction. | ||
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