Usability Analyses on the Daily Evaluation System Application with Potential Gain Customer Value Method and Customer Satisfaction Index Method

Ida Bagus Alit Swamardika,Made Sudarma,Made Dinda Pradnya Pramita

doi:10.31940/logic.v20i3.2028

Ida Bagus Alit Swamardika, Made Sudarma + Show 1 more

Open Access

https://doi.org/10.31940/logic.v20i3.2028

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Abstract

The advantage use of information technology is not only limited to individuals, but also organizations, especially government organizations. In 2003 the Indonesian government issued Presidential Instruction No. 3/2003 concerning national policies and strategies for e-government development. Based on this, a usability analysis is performed on the Daily Evaluation System (DES) application with the Customer Satisfaction Index (CSI) method and the Potential Gain Customer Value (PGCV) method. The User Centered Design (UCD) is used as an indicator of the questionnaire and the results are analyzed using the CSI and PGCV methods. The results of CSI analysis of the satisfaction level showed the value of 70.95% for female respondents, while it is 70.84% for male respondents. The value of the level of satisfaction is equal to 67.42% for respondents aged 20-30 years, 72.07% for respondents aged 31-40 years, and 73.87% for respondents aged 41-60 years. The level of satisfaction for respondents in structural positions is 72.65% while for respondents in functional positions is 69.73%. Based on the ten UCD indicators, the highest percentage of satisfaction is the consistency indicator which is 77.82% and the lowest is the assistance and documentation indicator which is 63.00%. Based on the results of the PGCV analysis, it is showed that 11 attributes are needed to be the priority for improvement.

Highlights

The rapid development of technology brings many changes in organizational activities, especially in government organizations
The method used in the data analysis process are the Customer Satisfaction Index (CSI) method and the Potential Gain Customer Value (PGCV) method
CSI analysis of the respondent satisfaction level of Daily Evaluation System (DES) application is obtained in terms of User Centered Design (UCD) usability

Summary

Introduction

The rapid development of technology brings many changes in organizational activities, especially in government organizations. Based on Presidential Instruction No 3 of 2003 about national policies and strategies for e-government development, the development refers to the use of communication and information technology, including the use of websites, which are expected to increase efficiency, cost effectiveness and government transparency. The National Civil Service Agency (BKN) as a non-ministerial government agency which in charge of the civil servant personnel management has begun implementing e-government development in accordance with Presidential Instruction No 3 of 2003. The implementation of e-government in the National Civil Service Agency is the use of the Daily Evaluation System (DES) application. Along with the developments of technology and the increasing of user needs, improvements will be made to the application. It is necessary to conduct a usability analysis as a basis or guide in the process of the application improvement

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Results

Conclusion