Analisis User Experience Aplikasi M-Banking Menggunakan HEART Metrics Modifikasi (Studi Kasus BLU By BCA Digital)

Rahmaddani, Miftah (2025) Analisis User Experience Aplikasi M-Banking Menggunakan HEART Metrics Modifikasi (Studi Kasus BLU By BCA Digital). Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

The growth of mobile banking services in Indonesia has provided convenience and flexibility for users in conducting digital financial transactions. BLU by BCA Digital is one such innovation, offering branchless banking with a notable increase in user adoption. However, user reviews on various digital platforms indicate issues such as technical difficulties during transactions and unintuitive features, raising concerns regarding the quality of user experience (UX) offered by the application. This study aims to analyze the user experience of the BLU mobile banking application using a modified HEART Metrics framework, which includes an additional variable: Intention to Reuse. The analysis was conducted using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method with SmartPLS 4, involving 476 active users of the BLU By BCA Digital application. The results show that the variables Happiness, Engagement, Adoption, and Task Success have a positive and significant influence on Intention to Reuse. In contrast, Retention does not demonstrate a significant effect, leading to the rejection of its associated hypothesis. Although users generally report satisfaction, the long-term consistency in application usage remains relatively weak. Furthermore, Adoption is at the lower threshold of the "good" category in the Goal-Signal-Metrics (GSM) phase, indicating the need for improvements in user acquisition and onboarding processes. This study contributes to a deeper understanding of UX evaluation in mobile banking services and serves as a reference for the development of user-centric digital applications that aim to enhance satisfaction and long-term usage.

Item Type:

Thesis (Undergraduate)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
Thesis advisor	Wulansari, Anita	NIDN0715108705	anita.wulansari.sisfo@upnjatim.ac.id
Thesis advisor	Rahmawati, Rafika	NIP199710122024062001	rafika.rahmawati.fasilkom@upnjatim.ac.id

Subjects:

T Technology > T Technology (General)

Divisions:

Faculty of Computer Science > Departemen of Information Systems

Depositing User:

Miftah Rahmaddani

Date Deposited:

25 Jul 2025 07:53

Last Modified:

25 Jul 2025 07:53

URI:

https://repository.upnjatim.ac.id/id/eprint/40784