Measuring MyTelkomsel Usability with Post-Study System Usability Questionnaire

Authors

  • Ulil Azhimi Al Ghofiati Universitas PGRI Ronggolawe
  • Alfian Nurlifa Universitas PGRI Ronggolawe
  • Amaludin Arifia Universitas PGRI Ronggolawe

DOI:

https://doi.org/10.30871/jaic.v10i2.12418

Keywords:

Usability, User Experience, Post-Study System Usability Questionnaire, MyTelkomsel

Abstract

The MyTelkomsel app is a mobile operator service app that makes it easy for Telkomsel users to access the digital services provided. Currently, the MyTelkomsel app has been downloaded more than 100 million times on Google Playstore and has a rating of 4.0 out of 5, so further evaluation is needed to gain an in-depth understanding of the user experience. This study evaluates the user experience using the Post-Study System Usability Questionnaire (PSSUQ) and Usability Testing with the think-aloud method. The PSSUQ results from 110 respondents show that the quality of information is 3.38 and the quality of the interface is 3.37, which is considered good. However, system quality had the lowest score, at 3.26. Usability testing involving 10 participants showed effectiveness (task success rate) of 81% and efficiency (time spent on tasks) of 56.45 seconds, but the error rate (50%) indicated that there were still problems with navigation and interface design. Meanwhile, the think-aloud test results showed that users had difficulty using the customer service and purchase history features in the application. The conclusion of this study is that although the quality of the MyTelkomsel application is generally good and acceptable to users, improvements in interface design and system performance are still needed to improve the overall quality of the application and enhance the user experience.

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Published

2026-04-16

How to Cite

[1]
U. A. Al Ghofiati, A. Nurlifa, and A. Arifia, “Measuring MyTelkomsel Usability with Post-Study System Usability Questionnaire”, JAIC, vol. 10, no. 2, pp. 1454–1467, Apr. 2026.

Issue

Vol. 10 No. 2 (2026): April 2026 (In Progress)

Section

Articles

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Copyright (c) 2026 Ulil Azhimi Al Ghofiati, Alfian Nurlifa, Amaludin Arifia

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