System Feasibility Analysis on UGT BMT Nusantara Mobile Application Using Google Heart Framework and Webqual 4.0

Abstract

This study aims to analyze the feasibility of the system on the UGT-BMT Nusantara mobile application using the Google HEART Framework and WebQual 4.0 approaches. The literature review shows that evaluation of application quality based on user perception is an important factor in increasing satisfaction, loyalty, and system effectiveness. The problem raised in this study is how the level of system feasibility is seen from the aspect of service quality, user engagement, and technical performance of the application. This study uses a quantitative descriptive method with data collection through questionnaires to 97 respondents, which are determined based on the Cochran formula. Measurements are carried out through indicators in WebQual 4.0 which include ease of use, information quality, and service interaction, as well as the Google HEART Framework which includes happiness, engagement, adoption, retention, and task success. The results of the study show that the application has a fairly good service quality with an average score of 4.1 out of 5. The level of user engagement is also high, but long-term retention is still an obstacle due to the lack of feature innovation. Importance Performance Analysis identified that several important attributes have not received enough attention from developers. This study concludes that the application system is generally feasible, but requires improvements in information quality and adaptive feature development. The implications of these results can be a strategic reference in the development of digital applications based on dynamic user needs in the future.