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All Journal INOVTEK Polbeng - Seri Informatika
Wibawa, K Suar
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Computer Science & IT

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Comparison of User Experience and Satisfaction in Digital Payment Applications Using the PSSUQ and EUCS Methods Wulandari, Anak Agung Ayu Ratna; Wibawa, K Suar; Rosiana Dewi, N W Emmy
INOVTEK Polbeng - Seri Informatika Vol. 10 No. 2 (2025): Juli
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/t53mb880

Abstract

The rapid adoption of digital wallets such as DANA and GoPay has not yet been matched by comprehensive evaluations of user experience and satisfaction. National survey data indicates that GoPay is currently Indonesia's most widely used digital payment application. This study aims to compare the two most popular digital payment apps, DANA and GoPay, using the Post-Study System Usability Questionnaire (PSSUQ) and End-User Computing Satisfaction (EUCS) methods. A total of 136 respondents (68 users for each application), aged 18–40 and residing in Bali Province, were surveyed. Additionally, 2,366 user reviews from the Google Play Store were analysed using the Random Forest algorithm for sentiment classification. The results reveal that GoPay outperforms DANA in terms of usability (PSSUQ score of 2.04) and user satisfaction (EUCS average score of 4.34), compared to DANA (2.32 and 3.33, respectively). Information quality emerged as the most influential factor affecting user satisfaction, with Spearman correlation scores of 0.949 for DANA and 0.948 for GoPay. This study offers practical insights for developers and users to better understand and improve the digital payment user experience. However, the research is limited by the sample size of user reviews and the regional scope of respondents.
Design and Development of Customer Relationship Management in a Construction Company Pertiwi, Ni Kadek Puja Ari; Sutramiani, Ni Putu; Wibawa, K Suar
INOVTEK Polbeng - Seri Informatika Vol. 10 No. 2 (2025): Juli
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/qhkc3j28

Abstract

CV. Puspa Karya is a construction company that faces challenges in customer management and marketing activities. This study aims to design and implement a Customer Relationship Management (CRM) system using the Flectra framework to support marketing, sales, and customer‐service processes more effectively, with the specific objectives of improving both operational efficiency and customer satisfaction. The research employs the Accelerated SAP (ASAP) methodology, chosen for its systematic, result‐oriented approach that is well suited to projects requiring structured planning and rapid execution. ASAP was applied in five tailored phases: Project Preparation, Business Blueprint, Realisation, Final Preparation, and Go-Live & Support. The developed system was validated through User Acceptance Testing (UAT), achieving a final score of 167. User satisfaction was further assessed via the Post-Study System Usability Questionnaire (PSSUQ), yielding an overall mean score of 1.60 on a 1–7 scale (where lower scores indicate higher satisfaction): System Usefulness 1.55, Information Quality 1.66, and Interface Quality 1.61. These results exceed typical industry benchmarks for comparable systems. The implications include qualitative enhancements in customer‐service quality and quantitative gains in process speed and prospect‐tracking accuracy, leading to heightened operational professionalism, increased client trust, and stronger potential for customer loyalty.
Co-Authors Ni Putu Sutramiani Pertiwi, Ni Kadek Puja Ari Rosiana Dewi, N W Emmy Wulandari, Anak Agung Ayu Ratna