ANALISIS PENGALAMAN PENGGUNA PADA SISTEM INFORMASI PERIZINAN AKSES INFRASTRUKTUR BERBASIS WEB

Abstract

Access to telecommunication infrastructure such as towers and central offices at a telecommunication infrastructure provider is still processed manually using guest books and paper forms, which causes approval delays, limited real-time monitoring, recording errors, and difficulties in reporting and security audits. This study builds a web-based infrastructure access permit information system, named VEKTOR, using the Laravel framework and Role-Based Access Control (RBAC), and uses it as the object of a user experience analysis, which is the main focus of the study. User experience is analyzed from three aspects: usability measured with the System Usability Scale (SUS), user acceptance measured with a Likert-scale User Acceptance Testing (UAT), and respondents’ open-ended feedback. The system was developed with the Agile method and its functions were verified with Black Box Testing, while user experience was analyzed through a controlled trial with 20 respondents (1 Admin, 3 PIC, 6 Security, and 10 Employee). All 25 Black Box test items were valid. UAT produced an acceptance level of 87.00% (Very Good), and the average SUS score was 79.62 (Grade A−, 85th–89th percentile). SUS scores by role were Admin 85.00, PIC and Employee 80.00, and Security 77.92, with the weakest items concerning initial learnability (Q10) and the need for technical assistance (Q4). Open-ended feedback highlighted photo upload on the submission form and system response time. The results indicate a positive user experience, with room for improvement in initial learnability and responsiveness, based on a controlled trial with a limited number of respondents.