ASSESSING USER SATISFACTION AND ALTERNATIVE DESIGN RECOMMENDATION OF MOBILE BANKING APPLICATIONS
DOI:
https://doi.org/10.33480/jitk.v12i1.7802Keywords:
EUCS, Mobile Banking, Natural Language Processing (NLP), Sentiment Analysis, User SatisfactionAbstract
Advances in information technology in the banking sector have led banking institutions to continuously innovate and improve their services. One such service is the emergence of mobile-based banking applications. Bank Bengkulu has introduced a mobile-based banking application, but it has received poor ratings and negative feedback from its users. This study aims to evaluate user satisfaction with the Bengkulu mobile banking application using the End User Computing Satisfaction (EUCS) method, then improve user satisfaction by redesigning the application using the Double Diamond method, and re-evaluate the results of the application redesign using the System Usability Scale (SUS) method and sentiment analysis using Natural Language Processing (NLP) with the IndoBERT model. The results show that user satisfaction with the Bengkulu mobile banking application was 2.77 when measured using the EUCS method. This measurement falls into the ‘adequate’ category but is very close to the ‘dissatisfied’ category. After the application redesign, user satisfaction improved, as indicated by the evaluation of users using the SUS method with a score of 87.975, which falls into the ‘excellent’ category. The results of qualitative user satisfaction measured using sentiment analysis methods show that there were 75 positive sentiments, 22 neutral sentiments, and only 3 negative comments. The results of the study show that there was a notable improvement in user satisfaction after the Bengkulu Bank application was redesigned.
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