Usability Analysis of MSME Business Accounting Applications Based on User Retention Using ISO 9241-11
Abstract views: 348
,
PDF downloads: 418
Abstract
BukuWarung has been known as a MSME’s bookkeeping application in Indonesia. As the features developed, there were disappointed responses from Playstore reviews, social media, and research interviews who complained about the usability aspect of this application, thus triggering the desire for users to stop using the application. This condition motivates the author to assess the impact level of usability in aspects of Effectiveness, Efficiency, and Satisfaction on user retention. This study used a partial least square–structural equation model method. The total of 248 user samples was obtained using simple random sampling and voluntary response techniques. The research uses CSUQ, as well as questions for user retention. For data testing used Ms. Excel and SmartPLS version 3.3.3. According to the measurement model, 7 of 22 all variables were deleted. This study proves that Effectiveness, Efficiency, and Satisfaction have a positive and significant effect of up to 74.8% on user retention. However, the size of influence and relative influence is weak on user retention. User retention indicators affected by usability are increasing purchases as tenure grows, customer referrals, and premium prices. The implication for BukuWarung is to conduct usability testing on each feature.
Downloads
References
T. J. Post, “SMEs safeguard economy,” The Jakarta Post, 2020. https://www.thejakartapost.com/academia/2020/07/17/smes-safeguard-economy.html (accessed Nov. 02, 2022).
S. Watini, H. Latifah, D. Rudianto, and N. A. Santoso, “Adaptation of Digital Marketing of Coffee MSME Products to Digital Transformation in the Era of the Covid-19 Pandemic,” Startupreneur Bus. Digit. (SABDA Journal), vol. 1, no. 1, pp. 23–32, 2022, doi: 10.34306/sabda.v1i1.73.
KemenKopUKM, “Perkembangan Data Usaha Mikro, Kecil, Menengah, dan Usaha Besar,” vol. 2000, no. 1, p. 1, 2021, [Online]. Available: https://www.kemenkopukm.go.id/uploads/laporan/1617162002_SANDINGAN_DATA_UMKM_2018-2019.pdf
A. Yuniar, “4,8 Juta UMKM Telah Go Digital pada Maret 2021,” Liputan6.com, 2021. https://www.liputan6.com/bisnis/read/4544531/48-juta-umkm-telah-go-digital-pada-maret-2021 (accessed Nov. 02, 2021).
C. Shu, “BukuWarung, a startup digitizing Indonesia’s SMEs, raises new funding from Rocketship,” techcrunch.com, 2021. https://techcrunch.com/2021/02/02/bukuwarung-a-startup-digitizing-indonesias-smes-raises-new-funding-from-rocketship-vc/ (accessed Nov. 02, 2022).
M. Yun, The impact of technological capability on MSME innovation: a case study of Vietnam. 2021. doi: 10.1080/19761597.2021.1890163.
M. Walfajri and T. Mahadi, “Fintech BukuWarung raih pendanaan lanjutan dari Rocketship,” 2021. https://keuangan.kontan.co.id/news/fintech-bukuwarung-raih-pendanaan-lanjutan-dari-rocketshipvc (accessed Nov. 02, 2022).
F. A. Burhan, “Disuntik Rp 854 M, Startup Digitalisasi UMKM BukuWarung Bidik Unicorn,” Katadata.Co.Id, 2021. https://katadata.co.id/desysetyowati/digital/60c24b50e7480/disuntik-rp-854-m-startup-digitalisasi-umkm-bukuwarung-bidik-unicorn (accessed Jul. 24, 2021).
A. Evandio, “BukuWarung Terima Pendanaan Rocketship,” 2021. https://teknologi.bisnis.com/read/20210203/266/1351643/bukuwarung-terima-pendanaan-rocketshipvc-ini-rencana-selanjutnya (accessed Nov. 02, 2022).
M. Nabila, “Pengembang Aplikasi Pembukuan UKM ‘BukuWarung’ Dapatkan Pendanaan Awal, Dipimpin East Ventures,” dailysocial.id, 2020. https://dailysocial.id/post/pendanaan-awal-bukuwarung
Google Playstore, “BukuWarung: Catat Keuangan Usaha Harian UMKM - Aplikasi di Google Play.” 2021. [Online]. Available: https://play.google.com/store/apps/details?id=com.bukuwarung&hl=in&gl=US
V. Bopp-Bertenbreiter et al., Eliciting potential for positive UX using psychological needs: Towards a user-centered method to identify technologies for UX in the car interior. 2022. doi: 10.54941/ahfe1001691.
J. Nielsen, “Usability 101: Introduction to Usability,” Nielsen Norman Group, Jan. 03, 2012. https://www.nngroup.com/articles/usability-101-introduction-to-usability/ (accessed Jan. 05, 2022).
C. Rusu, V. Rusu, S. Roncagliolo, and C. González, “Usability and user experience: What should we care about?,” Int. J. Inf. Technol. Syst. Approach, vol. 8, no. 2, pp. 1–12, 2015, doi: 10.4018/IJITSA.2015070101.
A. Rakhman, “Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening Studi Pada Pelanggan CV . AHASS Brahma Motor,” J. Ilmu Adm. Bisnis, vol. 3, no. 4, pp. 57–69, 2014, doi: 10.14710/jiab.2014.6329.
V. Vučković, CUSTOMER RETENTION ANALYSIS - AN EXAMPLE OF A FITNESS CENTER. 2022. doi: 10.52165/kinsi.28.2.162-170.
H.-N. Xu,Ningning; Li,Yue; Lin,Jie; Yu,Lingyun; Liang, “User Retention of Mobile Augmented Reality for Cultural Heritage Learning,” in 2022 IEEE International Symposium on Mixed and Augmented Reality Adjunct (ISMAR-Adjunct), 2022, pp. 447–452. doi: 10.1109/ISMAR-Adjunct57072.2022.00095.
D. Nuraini and A. Hendratmi, ANALYSIS OF FACTORS AFFECTING CUSTOMER SATISFACTION AND CUSTOMER RETENTION ON E-COMMERCE. 2021. doi: 10.20473/jebis.v7i2.25936.
A. C. W. Fook and O. Dastane, “Effectiveness of Loyalty Programs in Customer Retention: A Multiple Mediation Analysis,” Jindal J. Bus. Res., vol. 10, no. 1, pp. 7–32, 2021, doi: 10.1177/22786821211000182.
F. Buttle and S. Maklan, Customer relationship management : concepts and technologies, 4th ed. London: Routledge, 2019. doi: 10.4324/9781351016551.
H. Gil-Gomez, V. Guerola-Navarro, R. Oltra-Badenes, and J. A. Lozano-Quilis, “Customer relationship management: digital transformation and sustainable business model innovation,” Econ. Res. Istraz. , vol. 33, no. 1, pp. 2733–2750, 2020, doi: 10.1080/1331677X.2019.1676283.
W. Dewobroto, U. Nimran, Z. Arifin, and E. Yulianto, The Role of Customer Value and Customer Trust as a Mediator of Flexibility Influence on Customer Retention. 2021. doi: 10.14704/web/v19i1/web19003.
N. Bevan, J. Carter, and S. Harker, “ISO 9241-11 Revised: What Have We Learnt About Usability Since 1998?,” in International Conference on Human-Computer Interaction, M. Kurosu, Ed. Cham: Springer, 2015, pp. 143–151. doi: 10.1007/978-3-319-20901-2_13.
L. M. Sanyoto, A. D. Herlambang, and M. C. Saputra, “Analisis Usability Pada Website Terhadap Tingkat Retensi Pelanggan Pada JD.id Berbasis ISO 9241-11,” J. Pengemb. Teknol. Inf. dan Ilmu Komput. Univ. Brawijaya, vol. 2, no. 9, pp. 2783–2790, 2018, [Online]. Available: http://repository.ub.ac.id/id/eprint/11412
D. Afroze and F. I. Rista, Mobile financial services (MFS) and digital inclusion – a study on customers’ retention and perceptions. 2022. doi: 10.1108/qrfm-06-2021-0095.
S. E. P. Rosalinda, “Evaluasi Usability Sistem Informasi Manajemen Kepegawaian Berbasis Iso 9241-11,” J. Komunika J. Komunikasi, Media dan Inform., vol. 7, no. 3, pp. 127–134, 2018, doi: 10.31504/komunika.v7i3.1702.
M. I. S. B. Khairat, Y. Priyadi, and M. Adrian, “Usability Measurement in User Interface Design Using Heuristic Evaluation & Severity Rating (Case Study: Mobile TA Application based on MVVM),” in 2022 IEEE 12th Annual Computing and Communication Workshop and Conference (CCWC), 2022, pp. 974–979. doi: 10.1109/CCWC54503.2022.9720876.
H. C. Bentro, R. I. Rokhmawati, and K. C. Brata, “Analisis Dan Perbaikan Aplikasi UB Bookstore Berdasarkan Aspek Usability ( ISO 9241-11 ),” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 3, no. 1, pp. 378–385, 2019, [Online]. Available: https://j-ptiik.ub.ac.id/index.php/j-ptiik/article/view/4131
A. Yudhana, I. Riadi, and T. Abe, “Measuring The Success of E-Learning In Universities Using The Technology Acceptance Model,” INTENSIF J. Ilm. Penelit. dan Penerapan Teknol. Sist. Inf., vol. 6, no. 2, pp. 167–183, 2022, doi: 10.29407/intensif.v6i2.17509.
ISO, “Ergonomics of human-system interaction - Part 11: Usability: Definitions and Concepts,” Iso 9241-112018(E), no. November, p. 29, 2018, [Online]. Available: https://infostore.saiglobal.com/preview/is/en/2018/i.s.eniso9241-11-2018.pdf?sku=1980667%0Ahttps://www.sis.se/api/document/preview/80003410/
S. Ariyani, M. Sudarma, and P. A. Wicaksana, “Analysis of Functional Suitability and Usability in Sales Order Procedure to Determine Management Information System Quality,” INTENSIF J. Ilm. Penelit. dan Penerapan Teknol. Sist. Inf., vol. 5, no. 2, pp. 234–248, 2021, doi: 10.29407/intensif.v5i2.15537.
R. S. Imansari, “Analisis Pengaruh Usability Website Menggunakan Standar ISO 9241-11 Terhadap Tingkat Retensi Pelanggan Pada Tokopedia.com dengan PartialLeast Square,” Brawijaya University, 2016. [Online]. Available: http://repository.ub.ac.id/id/eprint/147037
N. S. Aziz and A. Kamaludin, “Advanced Computer and Communication Engineering Technology,” Lect. Notes Electr. Eng., vol. 362, pp. 891–902, 2016, doi: 10.1007/978-3-319-24584-3.
A. Assila, K. De Oliveira, and H. Ezzedine, “Standardized Usability Questionnaires: Features and Quality Focus,” J. Comput. Sci. Inf. Technol., vol. 6, no. 1, pp. 15–31, 2016.
J. R. Lewis, “Measuring Perceived Usability: The CSUQ, SUS, and UMUX,” Int. J. Hum. Comput. Interact., vol. 34, no. 12, pp. 1148–1156, 2018, doi: 10.1080/10447318.2017.1418805.
S. Yaddanapudi and L. N. Yaddanapudi, “How to design a questionnaire,” Indian J. Anaesth., vol. 63, no. 5, pp. 396–403, 2019, doi: 10.9734/BJAST/2015/14975.
A. Joshi, S. Kale, S. Chandel, and D. Pal, “Likert Scale: Explored and Explained,” Br. J. Appl. Sci. Technol., vol. 7, no. 4, pp. 396–403, 2015, doi: 10.9734/bjast/2015/14975.
C. Azzara, Questionnaire design for business research: Beyond linear thinking-an interactive approach. Oklahoma, USA: Tate Publishing & Enterprice LLC, 2010.
W. Budiaji, “Skala Pengukuran dan Jumlah Respon Skala Likert,” J. Ilmu Pertan. dan Perikan. Desember 2013, vol. 2, no. II, pp. 127–133, 2018, doi: 10.31227/osf.io/k7bgy.
J. F. Hair, M. Sarstedt, C. M. Ringle, and S. P. Gudergan, Advanced issues in partial least squares structural equation modeling. Los Angeles: SAGE Publications, 2017.
N. A. Hidayah, E. Fetrina, and A. Z. Taufan, “Model Satisfaction Users Measurement of Academic Information System Using End-User Computing Satisfaction (EUCS) Method,” Appl. Inf. Syst. Manag., vol. 3, no. 2, pp. 119–123, 2020, doi: 10.15408/aism.v3i2.14516.
P. Kotler and G. Amstrong, “Prinsip-prinsip Pemasaran, edisi kedelapan,” Jakarta: Erlangga, vol. 197, 2001.
K. S. Al Badi, “The Impact of Marketing Mix on the Competitive Advantage of the SME Sector in the Al Buraimi Governorate in Oman,” SAGE Open, vol. 8, no. 3, 2018, doi: 10.1177/2158244018800838.
M. Sholihin, Analisis SEM-PLS dengan WarpPLS 7.0 untuk Hubungan Nonlinier dalam Peneliti... - Google Books. Penerbit Andi, 2021.
U. Narimawati, J. Sarwono, A. Affandi, and S. Priadana, Ragam Analisis dalam Metode Penelitian: untuk Penulisan Skripsi, Tesis, & Disertasi. Penerbit Andi, 2020.
E. Fetrina and M. C. Utami, “Analisis Niat Beli Wanita terhadap Kosmetik Halal Berdasarkan Theory of Planned Behaviour (TPB),” Appl. Inf. Syst. Manag., vol. 5, no. 2, pp. 105–110, 2022, doi: 10.15408/aism.v5i2.24849.
J. F. Hair, M. Sarstedt, and C. M. Ringle, “Rethinking some of the rethinking of partial least squares,” Eur. J. Mark., vol. 53, no. 4, pp. 566–584, 2019, doi: 10.1108/EJM-10-2018-0665.
Copyright (c) 2023 Lega Adilawati, Qurrotul Aini, Nuryasin Nuryasin
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
1. Copyright on any article is retained by the author(s).
2. The author grants the journal, right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work’s authorship and initial publication in this journal.
3. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
4. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
5. The article and any associated published material is distributed under the Creative Commons Attribution-ShareAlike 4.0 International License
