User Experience Analysis and Development of a Web-Based E-Tourism Application Using Agile Scrum for Travel Belitung Begaye

Abstract

Travel Belitung Begaye, a travel agency operating in Belitung Regency, still relies on manual promotion and reservation through social media and direct communication, which limits market reach and produces inefficient, error-prone manual payment verification. This broadly-defined problem requires both a working software artifact and an empirical, standards-based evaluation of how users actually experience it. This study designs and develops a web-based E-Tourism application for Travel Belitung Begaye that automates the reservation and payment workflow, and subsequently evaluates the usability of the resulting interface. The system was constructed using the Agile Scrum framework together with the Laravel framework and a MySQL database, and it integrates the Midtrans payment gateway so that payment status is updated automatically through a webhook callback rather than manual bank-transfer verification. The Scrum cycle followed the Product Backlog, Sprint Planning, Sprint Backlog, Sprint Execution, Sprint Review, and Sprint Retrospective stages, and produced fourteen functional features covering package management, online reservation, automated payment, e-ticket issuance, customer review, and administrative reporting. Functional correctness was verified using Black-Box Testing, while usability was measured with the System Usability Scale (SUS) administered to 32 respondents who had used the system. The results show a mean SUS score of 78.91 (SD = 12.89), which places the system in grade B with an “Excellent” adjective rating and an “Acceptable” acceptability range; 84.4% of respondents rated the system as acceptable and 71.9% assigned a grade of A or B. Item-level analysis shows that perceived system complexity (item P2) obtained the lowest converted score, 2.75 of 4, indicating that the multi-step reservation-andpayment flow still requires simplification. These findings indicate that combining iterative Agile Scrum development with an automated payment gateway can produce a usable and acceptable E-Tourism platform, while also identifying interface complexity as the primary target for further refinement.