Jurnal Usability Aplikasi My Telkomsel.pdf

This study aims to evaluate the usability of the My Telkomsel application by examining the aspects of learnability, efficiency, memorability, error handling, and user satisfaction as a basis for enhancing digital services. Primary data were collected through an online questionnaire distributed to 70 active application users, and the data were analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0 to test the instrument's validity and reliability, as well as to determine the relationships among variables through correlation tests, hypothesis testing, and analysis of the coefficient of determination. The study results indicate that the efficiency aspect has a significant impact on the application's usability, whereas the factors of learnability, memorability, error handling, and user satisfaction did not show a significant effect, suggesting that further development should focus on enhancing system efficiency. These findings are expected to provide an important contribution to improving the application in order to enhance the user experience in the context of digital services.