Evaluation of Service Quality And User Experience on Livin' By Mandiri Using E-Servqual and Usability Testing Methods

Abstract

Livin’ by Mandiri is application from Bank Mandiri which can accessed and used by customers or candidate Bank Mandiri customers. The number of complaints submitted​ user become challenges that must be faced by the parties Livin’ by Mandiri. Parties Livin’ by Mandiri need to know how expected service​ users and services what needs to be improved and how experience user during use application. To find out matter the done study this is by using method E-Servqual and Usability Testing. Research data taken from user application Livin’ by Mandiri through questionnaires and testing. Data analysis techniques in study this includes, analysis ­gap between perception and expectation users, analysis importance performance analysis, and analysis usability testing using use system usability scale. The results in study this show that all dimensions of E-Servqual is in a negative gap. The SYS1 dimension in importance performance analysis is in quadrant 1, which means it is priority improvements. The results of usability testing show that application easy used however Still there were 0.35 errors during testing. In addition, the time user completing the task is 0.0796 goal/sec. Satisfaction level user is at grade C which means it is still can accepted but needs to be improved.