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All Journal Formosa Journal of Computer and Information Science
Melati Indah Petiwi
Universitas Gunadarma
Computer Science & IT

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Quality Evaluation of a Web-Based Life Insurance Claims Portal Using ISO/IEC 25010 Melati Indah Petiwi; Singgih Jatmiko
Formosa Journal of Computer and Information Science Vol. 5 No. 2 (2026): August 2026
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjcis.v5i2.17100

Abstract

This study evaluates a web-based life insurance claim portal in Indonesia using ISO/IEC 25010 across four characteristics: functional suitability, performance efficiency, usability, and reliability. An evaluative design combined black-box testing (152 scenarios), Task-Based Evaluation (1 evaluator, 10 replications, 5 tasks), a System Usability Scale survey (N=250), and MTBF/MTTR analysis, triangulated with 144 historical issue tickets. Results show functional suitability, usability, and reliability scored Likert 3 (Sufficient), while performance efficiency scored Likert 5 (Very Good). Functional suitability is the highest improvement priority, based on ticket volume, Critical-severity defects, and weighted severity index. The triangulated approach reveals quality issues undetectable through single-method evaluation, offering a replicable model for regulated digital financial services.
Co-Authors Singgih Jatmiko