User Experience Evaluation of the Mobile JKN Application Using the System Usability Scale (SUS) and K-Means Clustering
DOI:
https://doi.org/10.35870/ijsecs.v6i2.7579Keywords:
User Experience, Mobile JKN, System Usability Scale, K-Means Clustering, UsabilityAbstract
The Mobile JKN application developed by BPJS Kesehatan provides digital access to healthcare administration services in Indonesia. However, users continue to report difficulties when interacting with the application. This study evaluated the usability of Mobile JKN and examined user experience patterns by combining the System Usability Scale (SUS) with K-means clustering. Data were collected through an online questionnaire completed by 550 respondents in Medan who reported experience using the application. The mean SUS score was 50.13, which was classified as Poor and Grade D under the interpretation framework adopted in this study. Among the four UX dimensions, Efficiency received the lowest score at 53.15 out of 100, followed by Ease of Use at 55.14, System Reliability at 56.38, and User Satisfaction at 57.42. The three-cluster solution produced different score profiles: Cluster 0 (Fairly Satisfied) had a mean SUS score of 60.09 and comprised 168 respondents; Cluster 1 (Somewhat Dissatisfied) had a mean score of 47.61 and comprised 201 respondents; and Cluster 2 (Dissatisfied) had a mean score of 43.69 and comprised 181 respondents. Efficiency and ease of use were therefore the dimensions receiving the least favorable evaluations. Combining SUS with K-means revealed variations across the overall usability score and the four UX dimensions that were not represented by the aggregate SUS score alone. However, the low Silhouette Score indicated weak separation among the clusters; therefore, the resulting profiles should be interpreted as exploratory patterns that can guide further usability evaluation rather than as definitive user segments
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