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All Journal JURNAL SISTEM INFORMASI BISNIS Jurnal Penelitian dan Pengembangan Sains dan Humaniora (JPPSH) JURNAL MANAJEMEN DAN AKUNTANSI Bulletin of Electrical Engineering and Informatics The Indonesian Accounting Review DINAMIKA DOTCOM Jurnal Edukasi dan Penelitian Informatika (JEPIN) JURNAL AKUNTANSI UNIVERSITAS JEMBER JUSIFO : Jurnal Sistem Informasi Jurnas Nasional Teknologi dan Sistem Informasi Sistemasi: Jurnal Sistem Informasi Dinamika Ekonomi - Jurnal Ekonomi dan Bisnis JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Sebatik Jurnal Manajemen dan Bisnis Aptisi Transactions on Technopreneurship (ATT) PEDULI: Jurnal Imiah Pengabdian Pada Masyarakat Building of Informatics, Technology and Science Akurasi : Jurnal Studi Akuntansi dan Keuangan Jurnal Manajemen Dirgantara J-ADIMAS (Jurnal Pengabdian kepada Masyarakat) JUKANTI (Jurnal Pendidikan Teknologi Informasi) Jurnal Teknologi Dan Sistem Informasi Bisnis JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Abdi Laksana : Jurnal Pengabdian Kepada Masyarakat JOURNAL OF BUSINESS AND ECONOMICS RESEARCH (JBE) Jurasik (Jurnal Riset Sistem Informasi dan Teknik Informatika) Inspirasi Ekonomi : Jurnal Ekonomi Manajemen Jurnal ABM Mengabdi Perspektif Akuntansi Jurnal Abdimas Kartika Wijayakusuma Jurnal Akuntansi dan Keuangan Indonesia Journal of Business, Social and Technology Jurnal Akuntansi Manado (JAIM) Warta LPM AMMA : Jurnal Pengabdian Masyarakat Jurnal Pendidikan Teknologi Informasi (JUKANTI) Jurnal Pengabdian Kepada Masyarakat
Evi Maria
STIE Malangkucecwara Malang
Humanities Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Nursing Social Sciences Transportation Other

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Journal : Sistemasi: Jurnal Sistem Informasi

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Usability of the GrabMerchant Application: An Evaluation using the System Usability Scale and the Retrospective Think Aloud Method Handayani, Rima; Maria, Evi
Sistemasi: Jurnal Sistem Informasi Vol 14, No 4 (2025): Sistemasi: Jurnal Sistem Informasi
Publisher : Program Studi Sistem Informasi Fakultas Teknik dan Ilmu Komputer

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32520/stmsi.v14i4.5283

Abstract

GrabMerchant is an application used by GrabFood and GrabMart business partners to manage various business operations, including order processing, inventory management, and promotional activities. Despite its widespread use, user satisfaction remains relatively low, with an average rating of 3.8 out of 5 based on 214,000 reviews—lower than its competitor, GoBiz, which has a rating of 4.1 out of 5 from 195,000 reviews. Several issues reported by users—such as errors in the notification feature, inventory management, and promotion setup—indicate potential usability problems. This study aims to evaluate the usability level of the GrabMerchant application using the System Usability Scale (SUS) and the Retrospective Think Aloud (RTA) method. The SUS method is used to measure users’ perceptions of the application's ease of use, while the RTA method helps assess effectiveness and efficiency, as well as identify issues that may not be detected through quantitative measurements. The findings show that GrabMerchant received a SUS score of 74.01, which places its usability in the “Good” category based on the adjective rating scale. The application’s effectiveness rate was recorded at 93%, indicating high success in task completion, while efficiency was measured at 0.35 goals per second, suggesting that task completion time could still be improved. Furthermore, the study identified several key issues, including difficulty locating features, an unappealing interface design, and a lack of user guidance. Based on these findings, the study proposes several recommendations, such as adding a search feature, optimizing the user interface—e.g., by clarifying icon layouts, minimizing redundancy, improving contrast, and using more distinct color variations for feature icons—as well as providing simulators and in-app tutorials. Implementing these recommendations is expected to improve the overall usability of the GrabMerchant application, enhance the user experience, and ultimately increase user loyalty.
Co-Authors A Halim Adi Putro, Cahyo Afnenda Elfreda Frederica Suryatmojo Agussalim Andriansyah Agustina, Nadila Aminul amin Andana, Aji Arafah, Niken Nurul Arthur, Christian Bunyamin Bunyamin Bunyamin Bunyamin Christ Rudianto Cikita Dasty Sirait, Grace Priskila Danny Manongga Djoko Murdono Dwi Nita Aryani Dyah Aruning Puspita Edi Sudiarto Edi Suharyadi Eko Sediyono Eko Suwardi Ekslesia, Ranti Erwien Christianto Fauziah, Satya Grace Persulessy Handayani, Rima Hanif Mauludin Hanna Prillysca Chernovita Hariadi, Sugeng Heni Putriyanti Ikmaliyah, Erika Imanuel, I Indira, Kamila Yumna Irawan Budi Prasetyo Jaya Mahendra, Aldo Johannis, Angelina Adistya Kadarusman Kadarusman . Kartika Hudiono, Rini Kristoko Dwi Hartomo Kurnia Wirawan, Dennis Lidia Andiani Lumenta, Dhea Eucharisty Malioy, Rimes Jopmorestho Mandi’, Darmayanti Manora, Elsa Mintje, Eden Renold Ndina, Fransiska Tanggu Novita Setyaningrum, Nola P. Basuki Hadiprajitno Penidas Fodinggo Tanaem Priatna , Wowon Purwanto Purwanto Purwanto Putri Tolampi, Caroline Christine R. Suharyadi Rina Irawati Rina Rahmawati Rina Rahmawati, Rina Rony, Zahara Tussoleha Semida, Tika Setiyono Miharjo Setyawan, Martin Sine, Melani Mardolna Siti Munfaqiroh Sri Winarso Martyas Edi Sri Yulianto Joko Prasetyo Sugeng Hariadi Supratikno, Agus Sutarto Wijono Teguh Wahyono Wicaksono, Christian Edy Widanarni Pudjiastuti Widanarni Pudjiastuti WIDANARNI WIDANARNI Widhiyaningrum, Sekar Wijaya, Tasya Winandhito Adi, Alexander Winarso Martyas Edi, Sri Yosefine Elisabeth Yuyuk Liana