Komparasi Usability dan User Experience SeaBank, Bank Jago, dan blu by BCA Digital pada Generasi Z
DOI:
https://doi.org/10.59024/jiti.v4i3.2427Keywords:
Digital banking, Generation Z, System Usability Scale, User Experience Questionnaire, UsabilityAbstract
Digital banking competition requires providers to ensure that transaction features are not only complete but also easy, efficient, and engaging for users. This study compares the usability and user experience of SeaBank, Bank Jago, and blu by BCA Digital among Generation Z users. A quantitative comparative cross-sectional design was applied to 126 respondents, with 42 users representing each application, selected through purposive and quota sampling. Usability was measured using the 10-item System Usability Scale, while user experience was evaluated through the 26-item User Experience Questionnaire covering attractiveness, perspicuity, efficiency, dependability, stimulation, and novelty. The results show that SeaBank achieved the highest SUS score (82.0), followed by Bank Jago (77.2) and blu by BCA Digital (75.5); all three were classified as acceptable. Significant differences were found in overall SUS scores and in the UEQ dimensions of perspicuity, efficiency, and stimulation, whereas attractiveness, dependability, and novelty did not differ significantly. Pairwise tests indicated that the most consistent differences involved blu by BCA Digital. The findings imply that SeaBank and Bank Jago have relatively strong usability and user-experience profiles, while blu by BCA Digital should prioritize clearer interaction flows, perceived efficiency, and a more stimulating transaction experience.
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