Increasing User Satisfaction of Mobile Commerce using Usability

Abstract

Online shopping continues to simplify people's way of life in the present world. People no longer need to physically visit stores to buy items for home use or other purposes. This can be done online using mobile applications to order for preferred items, which can be delivered in return. However, the increase in the features of mobile applications and mobile devices makes usability testing a necessary aspect in today's advancement of technology. This paper uses an experiment-based usability testing evaluation on Lazada Indonesia mobile application to understand four usability factors, namely, ease of use, efficiency, functionality, and satisfaction. The test was performed using 40 participants and all were students from Universitas Atma Jaya Yogyakarta, Universitas Gadjah Mada, and Universitas Sanata Dharma. These performed 6 tasks on the mobile application and later answered a questionnaire to capture their views concerning the usability of the mobile application. The results were analyzed using SPSS software and descriptive statistics were displayed using standard deviation and arithmetic means. The results from the evaluation showed that the mobile application is easy to use, efficient, and has good functionality. However, some issues were mentioned by participants which indicated that users were not fully satisfied with the mobile application. Therefore, this calls for designers to consider these usability issues to increase user satisfaction.

Unmoderated Remote Usability Testing: An Approach during Covid-19 Pandemic

“…One aspect that needs to be considered is the aspect of the responsiveness. Application responsiveness is one of the factors that cam further increase user productivity and efficiency in using applications [7].…”

“…If product's usability cannot satisfy user, it will hinder the overall quality of the application. Thus developer should consider usability when design an application so it will meet its purpose [7]. Furthermore, [8] added that the mobile app needs to go through a thorough testing phase due to several factors such as the limited screen size.…”

Heuristic Evaluation and Usability Testing of G-MoMo Applications

“…Mobile Application Usability (Weichbroth, 2020) defines a mobile application as a program developed for smartphones and tablets to perform specific tasks and functions. Mobile applications can either be installed on mobile devices or accessed using web browsers (Lynn et al, 2020). The installed mobile applications can be downloaded from mobile App Stores such as Google Play Store, Apple App Store, Amazon Appstore, Samsung Galaxy Apps, Huawei App Store, and Sony Apps (Byun et al, 2020).…”

“…Mobile application usability has attracted the attention of application users, software developers, and academics and is a crucial area of research in human-computer interaction (HCI) because it determines the application's success and reduces irritation during usage (Lynn et al, 2020;Weichbroth, 2020). The usability of mobile applications also determines the successful technology adoption depending on how users feel about the use of the application in terms of improving work performance (Byun et al, 2020).…”

“…According to (Ammar, 2019), usability is how specific people use a software product to attain stated goals effectively, efficiently, and satisfactorily. A usability evaluation is a sequence of a well-defined set of tasks for gathering relevant information related to end-user interaction with the application to determine how features of the software product add to earning a certain level of usability by identifying the usability problems (Kous et al, 2020;Lynn et al, 2020). Its main objective is to assess the quality of the interface designs of the system and mobile applications, ascertain the possible interaction issues with the applications, develop aesthetic interface designs and check them per the usability standards.…”