<![CDATA[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.]]>
Copyrights © 2026
