Usability Assessment of the KAIA-PAY Application Using Nielsen's Usability Attributes Model

Abstract

Web browser applications such as KAIA-PAY have become a major requirement in the digital
era for credit agent users. KAIA-PAY facilitates users in serving credit purchases and getting
information easily. Although many users were satisfied with the app's performance, some users
also expressed their dissatisfaction. Therefore, this study aims to evaluate usability using the
Nielsen Usability Model in the KAIA-PAY application to assess user satisfaction and identify
existing usability problems. Evaluation includes aspects of ease of learning (learnability),
efficiency (efficiency), user's ability to remember (memorability), error rate (errors), user
satisfaction (satisfaction), usability (usability), conformity to specifications (Conformity to
Specification), and Responsiveness (Responsiveness). The collected data was analyzed using
the Smart PLS 4 application to understand the level of usability of the KAIA-PAY application
and the factors that influence it. The results of the study found that KAIA-PAY was
significantly influenced by the Learnability and Satisfaction variables.