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A Local-level App vs A National-level App: Evaluation of M-Grocery Apps From The UX and The Service Performance Perspective
Devy Alfianur Fathu Ulya, University of Jenderal Soedirman, Indonesia
Katon Muhammad, University of Jenderal Soedirman, Indonesia
Indro Prakoso, University of Jenderal Soedirman, Indonesia
Reza Azizul Nasa Al Hakim, University of Jenderal Soedirman, Indonesia
Abstract
In Indonesia, the increase in internet users, reaching 215.63 million in 2022-2023, has facilitated the growth of mobile shopping applications like Sayurbox and Beceran, which cater to daily needs such as groceries and fresh food items. Despite receiving high user ratings, these applications face technical issues that could impact user satisfaction and company revenue. This study aims to evaluate the service quality and user experience of the Sayurbox and Beceran applications using the M-S-QUAL and UX Benchmarking methods. The M-S-QUAL method assesses service quality across nine dimensions, while UX Benchmarking evaluates user satisfaction, ease of use, error counts, success rates, and task completion times. The results of UX Benchmarking reveal that Sayurbox has fewer errors and higher user satisfaction compared to Beceran, which has faster loading times but more errors. The M-S-QUAL analysis indicates that both applications have negative gap values in most service attributes, with Sayurbox performing slightly better than Beceran. Sayurbox received a score of -0.25 for the value gap on the M-S-QUAL scale, while Beceran received a score of -0.41 for the value gap.
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DOI: https://doi.org/10.21831/elinvo.v9i2.77602
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