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All Journal Unistek: Jurnal Pendidikan dan Aplikasi Industri
Hairuman, Andika
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Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Electrical & Electronics Engineering Industrial & Manufacturing Engineering

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Evaluasi Pengalaman Pengguna Aplikasi Kebutuhan Pelanggan Internet Menggunakan Metode User Experience Questionnaire (UEQ) Hairuman, Andika; Leandros, Riyan; Murad, Silvia Ayunda; Maryam, Siti
UNISTEK Vol. 12 No. 1 (2025): Februari - Juli 2025
Publisher : UNIVERSITAS ISLAM SYEKH YUSUF TANGERANG

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33592/unistek.v12i1.7689

Abstract

The User Service Needs Application (USNA) was developed by ISP-X to support the efficiency and effectiveness of internet customer service (subscriber). The main function of this application is to support company employees in managing customer history, ticketing, installation and provisioning as well as pre-/post-sales activities quickly and accurately. However, several crucial issues were found such as frequent errors, disconnections, high latency, and a confusing interface display, which triggered customer complaints and internal work constraints. Therefore, this study aims to evaluate the user experience of the USNA application to support design and functionality improvements. The methodology used is the User Experience Questionnaire (UEQ) with six assessment aspects: Attractiveness, Clarity (Perspicuity), Efficiency (Efficiency), Dependability (Dependability), Stimulation (Stimulation), and Novelty (Novelty), accompanied by open-ended questions. A total of 135 respondents provided feedback through a Likert-based questionnaire and open-ended questions, resulting in a total of >700 qualitative statements. The results showed the highest score for the Attractiveness aspect (mean: 0.23) and the lowest for Simulation and Efficiency (0.10), indicating the need for better response time and work improvement. This research aligns with the Sustainable Development Goals (SDGs) regarding infrastructure and innovation, as well as decent work and economic growth.
Co-Authors Leandros, Riyan Murad, Silvia Ayunda SITI MARYAM