Analysis of user satisfaction level on cashcloud.Id system with system usability scale method and Spearman's rank correlation

Andi Nugroho, Ilham Ilham, Jhohan Yudha Darmawan, Jefry Ferniandy

Abstract system is one of the Software-as-a-Services (SaaS) platforms that can support users' business operations in conducting sales transactions. The problem faced by system service providers is the level of user satisfaction that has not been measured. In this study, a measurement of the level of user satisfaction in using the system will be carried out and testing will also be carried out to determine the effect of age factors and educational background on the level of user satisfaction in using the system. The data collection method used is an online Likert-scale questionnaire through Google Form with a total of 46 respondents. The selected respondent criteria are determined based on the history of using the system for transactions for 3 months (August - October 2022). The results of the questionnaire were processed using the System Usability Scale l (SUS) method to measure the level of user satisfaction and Spearman's Rank to measure the relationship between the age factor and the user's educational background to the level of satisfaction with using the system. The measurement results of l46 users obtained an average score of 52.6 with Acceptability Ranges "Marginal-Low", Adjective Ratings "OK", and Net Promoter Score (NPS) "Detractor", which indicates that users are not quite satisfied with the use of the system. Meanwhile, the results of the Spearman's Rank significance test show that there is no correlation between age and educational background factors on the level of user satisfaction

Full Text:



J. Hutahaean, Konsep sistem informasi. 2018.

D. Amparore et al., “3D Imaging Technologies in Minimally

Invasive Kidney and Prostate Cancer Surgery: Which Is the Urologists’ Perception?,” Minerva Urol. Nephrol., vol. 74, no. 22, pp. 178–185, 2022, doi: 10.23736/S2724-6051.21.04131-X.

L. Cucu Sumartini and D. Fajriany Ardining Tias, “Analisis Kepuasan Konsumen Untuk Meningkatkan Volume Penjualan Kedai Kopi Kala Senja,” J. E-Bis, vol. 3, no. 2, pp. 111–118, 2019, doi: 10.37339/e-bis.v3i2.124.

G. Dewarani and Y. Alversia, “The influence of customer involvement and engagement on co-creation of services, satisfaction, and loyalty: The case of Software as a Service,” Innov. Mark., vol. 19, no. 2, pp. 27–37, 2023, doi: 10.21511/im.19(2).2023.03.

M. A. Ikram, R. Alturki, and F. K. Hussain, “Towards Linguistic- based Evaluation System of Cloud Software as a Service (SaaS) Provider,” Int. J. Adv. Comput. Sci. Appl., vol. 13, no. 2, pp. 716– 722, 2022, doi: 10.14569/IJACSA.2022.0130284.

H. Gil-Gomez, V. Guerola-Navarro, R. Oltra-Badenes, and J. A. Lozano-Quilis, “Customer relationship management: digital transformation and sustainable business model innovation,” Econ. Res. Istraz. , vol. 33, no. 1, pp. 2733–2750, 2020, doi: 10.1080/1331677X.2019.1676283.

M. Logachev, V. Bugrimov, and A. Kondrat’Ev, “Simulation model of the car service inventory management system: Input parameters,” Transp. Res. Procedia, vol. 63, pp. 2335–2340, 2022, doi: 10.1016/j.trpro.2022.06.267.

T. C. Peck and M. Gonzalez-Franco, “Avatar Embodiment. A Standardized Questionnaire,” Front. Virtual Real., vol. 1, no. February, pp. 1–12, 2021, doi: 10.3389/frvir.2020.575943.

E. S. Ningsih, F. S. Fatimah, R. J. Sarwadhamana, and E. Sulistyaningsih, “Uji Validitas dan Reliabilitas Instrumen Kuesioner Manajemen Talenta,” Indones. J. Hosp. Adm., vol. 4, no. 2, pp. 52–55, 2021, [Online]. Available:

J. Baumgartner, N. Ruettgers, A. Hasler, A. Sonderegger, and J. Sauer, “Questionnaire experience and the hybrid System Usability Scale: Using a novel concept to evaluate a new instrument,” Int. J. Hum. Comput. Stud., vol. 147, p. 102575, 2021, doi: 10.1016/j.ijhcs.2020.102575.

L. Dauzón-Ledesma and J. Izquierdo, “Language Learning Investment in Higher Education: Validation and Implementation of a Likert-Scale Questionnaire in the Context of Compulsory EFL Learning,” Educ. Sci., vol. 13, no. 4, 2023, doi: 10.3390/educsci13040370.

M. Awaludin, H. Mantik, and F. Fadillah, “Penerapan Metode Servqual Pada Skala Likert Untuk Mendapatkan Kualitas Pelayanan Kepuasan Pelanggan,” J. Sist. Inf. Univ. Suryadarma, vol. 10, no. 1, 2014, doi: 10.35968/jsi.v10i1.990.

G. Zou, L. Zou, and S. fang Qiu, “Parametric and nonparametric methods for confidence intervals and sample size planning for win probability in parallel-group randomized trials with Likert item and Likert scale data,” Pharm. Stat., no. July 2022, pp. 418– 439, 2022, doi: 10.1002/pst.2280.

M. M. Rosa Leonor, G. S. Manaces Easud, and P. P. Luis Fernando, “Indeterminate Likert Scale in Social Sciences Research,” Int. J. Neutrosophic Sci., vol. 19, no. 1, pp. 290–297,

, doi: 10.54216/IJNS.190125.

J. R. Lewis, “The System Usability Scale: Past, Present, and

Future,” Int. J. Hum. Comput. Interact., vol. 34, no. 7, pp. 577–

, 2018, doi: 10.1080/10447318.2018.1455307.

B. Tujni and F. Syakti, “Implementasi Sistem Usability Scale

Dalam Evaluasi Perspektif Pengguna Terhadap Sistem Informasi Akademik Berbasis Mobile,” Ilk. J. Ilm., vol. 11, no. 3, pp. 241– 251, 2019, doi: 10.33096/ilkom.v11i3.479.241-251.

H. Y. Song and S. Park, “An Analysis of Correlation between Personality and Visiting Place using Spearman’s Rank Correlation Coefficient,” KSII Trans. Internet Inf. Syst., vol. 14, no. 5, pp. 1951–1966, 2020, doi: 10.3837/tiis.2020.05.005.

G. Karnawan, S. Andryana, and R. T. Komalasari, “Implementation of User Experience Using the Design Thinking Method in Prototype Cleanstic Applications,” J. Teknol. dan Manaj. Inform., vol. 6, no. 1, pp. 10–17, 2020.

S. Agustami and R. Mutu Manikam, “Perancangan Aplikasi Sistem Informasi Penyewaan Gedung Serbaguna Wilayah Jakarta Barat,” J. Ilm. FIFO, vol. 12, no. 2, p. 149, 2021, doi: 10.22441//fifo.2020.v12i2.004.

A. Nugroho et al., “PENGORGANISASIAN FILE MENGGUNAKAN GOOGLE,” vol. 2, no. 2, pp. 111–120, 2022.

Iswanti, S. Astuti, Suryono, I. Sayekti, and B. Krishna, “Google form in engineering mathematics: Innovation in assignment method,” J. Phys. Conf. Ser., vol. 1613, no. 1, 2020, doi: 10.1088/1742-6596/1613/1/012059.

F. S. Handayani and A. Adelin, “Interpretasi Pengujian Usabilitas Wibatara Menggunakan System Usability Scale,” Techno.Com, vol. 18, no. 4, pp. 340–347, 2019, doi: 10.33633/tc.v18i4.2882.

I. B. Lima, Y. Jeong, C. Lee, G. Suh, and W. Hwang, “Severity of usability problems and system usability scale (Sus) scores on augmented reality (ar) user interfaces,” ICIC Express Lett. Part B Appl., vol. 12, no. 2, pp. 175–183, 2021, doi: 10.24507/icicelb.12.02.175.


  • There are currently no refbacks.

Abava  Кибербезопасность FRUCT 2023

ISSN: 2307-8162