Evaluating MyXL User Experience with the EUCS Model

PT XL Axiata Tbk is a private company in Indonesia engaged in the telecommunications sector. In 2013, PT XL Axiata Tbk created a mobile application, namely the myXL application. This application is an application that can be used by XL Axiata card users by providing self-service. This study aims to assess the extent to which users are satisfied with the myXL application, using the End User Computing Satisfaction (EUCS) model approach consisting of content, accuracy, format, ease of use, and timeliness variables, and added with two additional variables, namely system speed and system reliability. The research method applied is a quantitative approach, with a random sampling technique. The number of samples in this study was 52 respondents. The technique of descriptive statistical analysis was used for this study. The results of the study found that there were three variables that received a very high category, namely content, format and ease of use and three variables that received a high category, namely accuracy, timeliness, and system reliability. There is one variable that received a less category, namely system speed. Keywords: Evaluation; User satisfaction; myXL; End User Computing Satisfaction; Random sampling Abstrak PT XL Axiata Tbk merupakan perusahaan swasta di Indonesia yang bergerak di sektor telekomunikasi. Di tahun 2013, PT XL Axiata Tbk menciptakan aplikasi mobile yaitu aplikasi myXL. Aplikasi ini merupakan aplikasi yang dapat digunakan bagi pengguna kartu XL Axiata dengan memberikan layanan self-service . Penelitian ini bertujuan untuk menilai sejauh mana pengguna merasa puas terhadap aplikasi myXL, menggunakan pendekatan model End User Computing Satisfaction (EUCS) yang terdiri dari variabel content, accuracy, format, ease of use , dan timeliness , serta ditambah dengan dua variabel tambahan, yaitu system speed dan system reliability . Metode penelitian yang diterapkan adalah pendekatan kuantitatif, dengan teknik pengambilan sampel secara acak (random sampling). Jumlah sampel dalam penelitian ini sebanyak 52 responden. Teknik dari analisis statistik deskriptif digunakan untuk penelitian ini. Hasil penelitian menemukan terdapat tiga variabel yang mendapatkan kategori sangat tinggi, yaitu content, format dan ease of use serta tiga variabel yang mendapatkan kategori tinggi yaitu accuracy, timeliness , dan system reliability . Adapun satu variabel yang mendapatkan kategori kurang yaitu system speed .