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All Journal Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer
Sherin Kinanthining Ratri
Fakultas Ilmu Komputer, Universitas Brawijaya
Computer Science & IT Control & Systems Engineering Education Electrical & Electronics Engineering Engineering

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Analisis Pengalaman Pengguna (User Experience) pada Website E-commerce di Indonesia menggunakan Metode Scenario Testing dan SUPR-Q (Studi Kasus: Tokopedia dan Bukalapak) Sherin Kinanthining Ratri; Buce Trias Hanggara; Yusi Tyroni Mursityo
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 6 No 6 (2022): Juni 2022
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

The increase in online shopping activity during the COVID-19 pandemic has also increased the competition among e-commerce platforms. User experience becomes a crucial part of an e-commerce platform. If users cannot easily purchase the product or find the information they need, they will go elsewhere and might share the poor experience to friend, family, and colleague. This research aims to compare two e-commerce websites with similar characteristics and business model, namely Tokopedia and Bukalapak. The methods used on this research are scenario testing and SUPR-Q. The 5 respondents involved in objective testing are requested to complete task scenarios on Tokopedia and Bukalapak websites. The parameters used in scenario testing are task completion rate, error during task completion, time per completed task, and number of clicks during task completion. Meanwhile, 40 respondents are requested to fill out the SUPR-Q questionnaire which has 4 factors, namely usability, appearance, trust, and loyalty. The respondents involved in this research are users of the Tokopedia and Bukalapak websites who are at least 18 years old and come from the province of East Java. From the two tests that have been carried out, it is concluded that the Bukalapak website is superior in terms of effectiveness and efficiency. However, the Tokopedia website has a better user experience. In addition to that, the Tokopedia website also outperforms the Bukalapak website in terms of usability, appearance, trust, and loyalty.
Co-Authors Buce Trias Hanggara Yusi Tyroni Mursityo