Usability Testing of Multifinance Mobile Application for End-Customer (Case Study: PT.XYZ)

Population growth in Indonesia must be accompanied by an increased level of public consumption. With the high level of public consumption, people also need facilities to meet their lifestyle, one of which is vehicle financing or credit facility. One company that can provide this facility is PT. XYZ. To facilitate customers in knowing information related to services provided, PT. XYZ has a mobile application that contains credit simulations, credit application information, etc. In order to ensured that the application is usable for end user, this study conducted usability testing on PT.XYZ mobile application. There are three aspects evaluated in usability testing, that is effectiveness, efficiency, and satisfaction. The first two aspects are measured by Performance-based evaluation, while the third aspect is measured by Questionnaire-based assessment. Usability testing results in this study acquired an application effectiveness score of 95% and an efficiency score of 81.51%. It was also acquired that the satisfaction score was 6.28 on a Likert scale of 7 so we can say that respondents satisfied when using PT. XYZ mobile application.