Analisis Kepuasan Pengguna Aplikasi Wise PT Bank Syariah Indonesia, Tbk menggunakan Metode Usability Testing

Abstract

PT Bank Syariah Indonesia Tbk (BSI) was officially born on February 1 2021, and is a bank resulting from the merger of PT Bank BRIsyariah Tbk, PT Bank Syariah Mandiri and PT Bank BNI Syariah. In order to implement the Corporate Plan, the Bank has improved its financing business processes by strengthening its information technology platform to support good and modern operations & services in the form of the WISE application. So far, the wise applications that have been implemented do not have sufficient evidence to suggest that wise applications are able to provide speed, accuracy and ease of work. This research aims to obtain information and an overview of measuring the level of usefulness, acceptability and quality level of wise applications using the System Usability Scale (SUS). The SUS score calculation result for the Wise application is 50.51. This shows that the level of acceptance of the Wise application is at the Marginal Low point, the quality level is at the Grade Scale F level, and the usability level is at the "POOR" level. The results of the SUS assessment for the Wise application indicate the need for improvements based on the results of the research instrument. In the fourth instrument, around 82.78% of respondents' answers indicated that there was a need to improve content or labels to eliminate inconsistencies when using the Wise application, and in the sixth instrument, around 47.541% or 58 respondents indicated that using Wise still required the help of other people. Then in the eighth instrument around 45.90% or 56 respondents' assessments showed that the Wise application was still considered not user friendly because respondents still found it difficult to search for data, and in the tenth instrument around 68.03% or 83 respondents' assessments showed that improvements were needed in the wise application.