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USABILITY EVALUATION OF KENANGAN VIP FEATURE IN THE KOPI KENANGAN APPLICATION AT NGALIYAN OUTLET SEMARANG

Ireneus Pradipta Prabaswara(1), Florentina Yuni Arini(2),


(1) Universitas Negeri Semarang
(2) Universitas Negeri Semarang
Corresponding Author

Abstract


The rapid growth of digital technology has encouraged companies to enhance customer engagement through mobile applications. One such innovation is the Kenangan VIP feature in the Kopi Kenangan mobile application, a tiered loyalty program designed to improve customer retention and satisfaction. Despite its strategic role in supporting customer loyalty, no formal usability evaluation had previously been conducted. The results revealed an average SUS score of 72.32, which falls within the “Good” category and exceeds the global SUS benchmark score of 68. The findings indicate that the Kenangan VIP feature is generally perceived as easy to use, efficient, and satisfactory. Overall, the study concludes that Kenangan VIP successfully supports customer interaction and loyalty, while targeted usability enhancements could further improve user experience and strengthen customer retention

Keywords


Usability, Kenangan VIP, SUS, Kopi Kenangan

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DOI: 10.56327/ijiscs.v10i2.1896

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