Usability Evaluation of Tokopedia Application Version 3.242 Using System Usability Scale (SUS) Method

Authors

  • Romarta Yemima Manurung Universitas Amikom Purwokerto
  • Dwi Krisbiantoro Universitas Amikom Purwokerto
  • Dias Ayu Budi Utami Universitas Amikom Purwokerto

DOI:

10.33395/sinkron.v9i1.13191

Keywords:

Usability, System Usability Scale (SUS), Net Promoter Score (NPS), Tokopedia application version 3.242, User Evaluation.

Abstract

Indonesia is currently experiencing rapid growth in the e-commerce sector. Its One of the existing e-commerce is the Tokopedia application, Users of this application reach more than 10 million users so that there are a lot of positive and negative reviews given by users. After manually analyzing there are still many negative reviews on the application, not only that, there are still other problems found such as expeditions that cannot be selected, then payment methods that cannot COD or pay on the spot, and sometimes force closes that come out by themselves suddenly. Therefore, researchers tried to conduct a study on Tokopedia application user satisfaction with the SUS method to measure the level of usability of the application. System Usability Scale (SUS) method to evaluate its usability aspect. The evaluation results showed that the app earned an SUS score of 55, with a percentile rank of about 30%, placing it at grade D. Although still above average, the slight difference with the standard SUS score (68) indicates a potential improvement. In interpretation based on nature (Adjective), the application is in the OK category, with the level of acceptance (Acceptable) is in the Marginal category. The Net Promoter Score (NPS) results show the Detractor category, indicating a tendency to lack user enthusiasm for the application. Further evaluation is needed to identify aspects of usability that affect user perception and cause unsatisfactory NPS categories. Future research can design improvement strategies based on these findings, with the aim of increasing SUS scores and changing the NPS category to be more positive

GS Cited Analysis

Downloads

Download data is not yet available.

References

Arroofi, M., Kusumah, A., Rokhmawati, R. I., &; Amalia, F. (2019). Evaluate Usability on XYZ E-commerce Website Using Cognitive Walkthrough Method and System Usability Scale (SUS). 3(5), 4340–4348.

Bangor, A., & Miller, J. (2009). Determining What Individual SUS Scores Mean: Adding an Adjective Rating Scale. https://uxpajournal.org/determining-what-individual-sus-scores-mean-adding-an-adjective-rating-scale/

Brooke, J. (2020). SUS -- a quick and dirty usability scale SUS - A quick and dirty usability scale. January 1996.

Handoyo. (2023). Competition Towards Profitability of E-Commerce Issuers, Check Out Reviews and Recommendations. https://investasi.kontan.co.id/news/persaingan-menuju-profitabilitas-emiten-e-commerce-simak-ulasan-serta-rekomendasinya

Huda, N., Habrizons, F., Satriawan, A., Iranda, M., &; Pramuda, T. (2023). Usability Testing analysis using the SUS (System Usability Scale) method on Shopee application user satisfaction. Simkom, 8(2), 208–220. https://doi.org/10.51717/simkom.v8i2.158

Husaen, Z. F., &; Widodo, S. (n.d.). Usability Analysis of PeduliLindungi Application version 4 Using System Usability Scale Method. 17(1), 1–7.

Kharis, Santosa, P. I., &; Winarno, W. W. (2017). USABILITY EVALUATION IN THE LABOR MARKET INFORMATION SYSTEM USING THE SYSTEM USABLITY SCALE (SUS). 240–245.

Kholifah, S. N., Heryana, N., &; Nugraha, H. B. (2023). USABILITY ANALYSIS IN THE HIMFO APPLICATION USING THE SYSTEM USABILITY SCALE (SUS) METHOD (CASE STUDY OF UNSIKA INFORMATICS ENGINEERING STUDENT ASSOCIATION). 7(2), 1416–1422.

Lewis, J. R., & Sauro, J. (2009). The factor structure of the system usability scale. Lecture Notes in Computer Science (Including Subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 5619 LNCS, 94–103. https://doi.org/10.1007/978-3-642-02806-9_12

Lupita Dyayu, A., Beny, B., &; Yani, H. (2023). Usability Evaluation of PeduliLindungi Application Using Usability Testing Method and System Usability Scale (SUS). Journal of Information Systems and Technology Management (JMS), 3(1), 395–404. https://doi.org/10.33998/jms.2023.3.1.720

Melo, M., Gonçalves, G., & Bessa, M. (2023). How Much Presence is Enough ? Qualitative Scales for Interpreting the Igroup Presence Questionnaire Score. 11(March). https://doi.org/10.1109/ACCESS.2023.3254892

Nurhasanah, S., &; Harapan, A. A. (2022). EVALUATE THE READINESS LEVEL OF SINGLE SIGN ON SYSTEM USERS ON THE ALMA ATA UNIVERSITY PORTAL USING THE TECHNOLOGY READINESS INDEX (TRI) METHOD. 5(1), 1–10.

Sasmita, A., Ambarita, Y. M., &; Putri, A. M. (2021). Tokopedia Marketing Strategy in Competition Between E-Commerce with SWOT Analysis. Tambusai Journal of Education, 5(2), 3397–3404. https://jptam.org/index.php/jptam/article/view/1403

Sembodo, F. G., Fitriana, G. F., & Prasetyo, N. A. (2021). Evaluasi Usability Website Shopee Menggunakan System Usability Scale (SUS). Journal of Applied Informatics and Computing, 5(2), 146–150. https://doi.org/10.30871/jaic.v5i2.3293

Soejono, A. W., Setyanto, A., Sofyan, A. F., &; Anova, W. (2018). UNRIYO Website Usability Evaluation Using Usability Scale System (Case Study: UNRIYO Website). XIII, 29–37.

Downloads


Crossmark Updates

How to Cite

Manurung, R. Y. ., Dwi Krisbiantoro, & Dias Ayu Budi Utami. (2024). Usability Evaluation of Tokopedia Application Version 3.242 Using System Usability Scale (SUS) Method. Sinkron : Jurnal Dan Penelitian Teknik Informatika, 9(1), 366-374. https://doi.org/10.33395/sinkron.v9i1.13191