Analysis Of User Experience on Jagoan Hosting

Website Using User Experience Questionnaire

Method (Case Study of PT Beon Intermedia)
1st Ardian Adi Satrio
Information System Department
BINUS ONLINE
Bina Nusantara University
Surabaya, Indonesia
ardian.satrio@binus.ac.id
2nd Helmy Hendra Himawan
Information System Department
BINUS ONLINE
Binus Online Learning University
Surabaya, Indonesia
Helmy.himawan@binus.ac.id
3rd Zahra Fie Azizah
Information System Department
BINUS ONLINE
Binus Online Learning University
Surabaya, Indonesia
zahra.azizah@binus.ac.id

4th Riyan Leandros

Information System Department
BINUS Online Learning
Bina Nusantara University
Jakarta, Indonesia, 11480
riyan.leandros@binus.ac.id

Abstract— In the digital era, the rapid development of
information technology is evident. One example of the
transition from print media to digital media is in the form of
websites and cloud computing. In conducting business
processes, digital media becomes an efficient and effective
system. It offers ease of access, customer mapping, and direct
product feedback from customers. Business players are
starting to move administration and business processes to
digital media. One company that provides digitalization
services and website consulting is PT Beon Intermedia, with its
website product, jagoanhosting.com. This research discussed
the analysis of User Experience (UX) on the jagoanhosting.com
website. User experience is a crucial aspect of applications
because it directly impacts users. Since the inception of the
jagoanhosting.com website in 2007, there has been no survey
conducted on user experience towards the UX from external
companies. The method used is the User Experience
Questionnaire (UEQ), which is grouped into 6 categories of
assessment: attractiveness, clarity, stimulation, novelty,
efficiency, and accuracy. The number of respondents used as
research samples is 100 people. The conclusion of the analysis
using UEQ reveals that the jagoanhosting.com website scores
above average in all 6 aspects: attractiveness scale (mean 1.48),
clarity scale (mean 1.36), efficiency scale (mean 1.38), accuracy
scale (mean 1.18), stimulation scale (mean 1.32), and novelty
scale (mean 1.00). From this research, improvements in
appearance and optimization of existing features are needed,
which are proposed in the form of mockups to enhance the user
experience.
Keywords— User Experience, Hosting, User Experience
Questionnaire (UEQ), Situs web
I. INTRODUCTION
The rapid development of technology has been felt
across various aspects of life. All activities become easier
when accompanied by the appropriate use of technology. In
daily activities, information technology can aid in business
processes, information retrieval, data processing, and other
digital needs. Information provider platforms implement the
latest technology with the aim of high-quality standards
through the digitization of various forms of information
processing and delivery methods, as well as easy access for
all individuals in need of information and data processing
[1].
PT Beon Intermedia is a company operating in the field
of technology, specifically providing hosting services. One
of the websites owned by this company is
jagoanhosting.com. Jagoanhosting.com is an information
platform regarding hosting service packages and website
requirements for both beginners and professionals. PT Beon
Intermedia has made several interface updates since the
formation of the jagoanhosting.com website, making it
easier for users to find hosting packages and consult with the
online desk they provide on the website
Based on this, this research conducted research on the
UX of users on the jagoanhosting.com website. Through the
analysis conducted by this research, it is hoped to assist
website developers in creating a user-friendly platform that
meets users' needs.
This research aims to provide valuable insights into the
user experience (UX) of the jagoanhosting.com website,
benefiting both the researcher and PT Beon Intermedia. The
objectives include analyzing the website's UX, offering
constructive feedback to PT Beon Intermedia for enhancing
website quality and user interaction, and focusing on aspects
such as usability, effectiveness, and alignment with user
needs. Utilizing the User Experience Questionnaire (UEQ)
method, data will be collected from users interacting with
the website to evaluate their perceptions. The findings of
this research are expected to generate practical
recommendations for PT Beon Intermedia to develop
efficiently and effectively the jagoanhosting.com website,
while also serving as a reference for future research
endeavors related to UX on the platform.
Based on the explanation above, this research adopted
the title "Analysis of User Experience on the
Jagoanhosting.com Website Using the User Experience
Questionnaire (UEQ) Method."
II. LITERATURE REVIEW
A. User Experience
User Experience (UX) is a process focused on enhancing
user satisfaction with websites or applications through
usability and enjoyment provided during interactions
between website visitors or application users and the product
[2]. In general, UX is the user's experience during the
interaction process with an application or software to
provide convenience for the user [3]. Thus, this experience
can be seen from the ease of using the digital product and its
ability to maximize all aspects, ranging from features,

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design, and content that can assist users in achieving their
goals when interacting with the application. Some UX
objectives that should be understood include providing a
good and enjoyable experience for users, helping users
obtain information and objectives in the application, and
increasing business profits through its products [4].
Therefore, we understand the importance of using UX when
running a business in the digital world, as it can help
increase traffic and business profits, as well as provide ease,
good experiences, and enjoyment for users.
B. User Experience Questionnaire (UEQ)
The User Experience Questionnaire (UEQ) is a method
used to measure 6 user experience scales, which are divided
into 26 items or questions. These 6 scales consist of
attractiveness, efficiency, dependability, stimulation,
perspicuity, and novelty aspects. Subsequently, data from
the questionnaire will be processed using the UEQ analysis
tool to determine the validity and reliability of the data used
[5].
The structure of UEQ is divided into Pragmatic Quality,
Hedonic Quality, and Attractiveness. Pragmatic Quality
refers to the usability aspect of an application. The
assessment aspects of Pragmatic Quality consist of
Efficiency, Perspicuity, and Dependability [6]. On the other
hand, Hedonic Quality focuses more on the enjoyment
aspect of using the application. The assessment aspects of
Hedonic Quality include Stimulation and Novelty [7].
The assessment aspects in the User Experience
Questionnaire are as follows:
1. Attractiveness: How appealing the product is overall
according to the user's perception.
2. Perspicuity: How easily the product is used by the
user.
3. Efficiency: Can users complete a task without
unnecessary effort?
4. Dependability: Do users feel in control of the
interactions they perform?
5. Stimulation: Does the product engage and motivate
users to use it?
6. Novelty: Is the product design creative and able to
capture user interest?
UEQ Data Analysis Tool Version 12 is a software program
designed to analyze questionnaire data based on the UEQ
model. UEQ itself is a model used to measure user
experience with a product or service [8].
Some features available in UEQ Data Analysis Tool
Version 12 include descriptive analysis, factor analysis,
correlation analysis, and reliability measurement. This
program also offers various options for visualizing the
results of data analysis.
C. Hosting
Hosting is the storage of websites [9]. Websites typically
consist of numerous files, such as images, videos, text, and
code, which need to be stored on a server computer [10].
Web hosting provides additional support, such as website
security, website backups, website performance, and
accessibility of the website [11].
Website Jagoan Hosting, through its website
Jagoanhosting.com, is one of the leading hosting providers
in Indonesia, catering to a large user base not only in
Indonesia but also in Singapore. The superiority of this top-
tier hosting lies in its flexible, comprehensive, and high-
quality area selection. Jagoan Hosting is also known for its
commitment to offering minimal prices for maximum
quality, as reflected in its slogan "Best Price per
Performance Cloud Service." This slogan signifies that
Jagoan Hosting consistently maintains the best prices that
align with the quality and performance of its services.
III. RESEARCH METODOLOGY
A. Organization Profile
Figure 1. PT Beon Intermedia’s Logo [12]
PT Beon Intermedia was founded in 2007, featuring
branding logo as shown in figure 1. Jagoan Hosting, as its
flagship brand, is one of the providers of affordable hosting
and domain services in Indonesia. In this regard, PT Beon
Intermedia focuses on helping the digitalization process of
SMEs or Small Medium Sized Enterprises in going online
with various products and services, including training to
help enhance their success in the digital journey.
Innovations have been made to create significant new
offerings to aid SMEs in growing stronger, and these
products are now considered the best in their respective
fields [12].
Figure 2. Jagoan Hosting’s Logo [13]
Jagoan Hosting, through the website Jagoanhosting.com,
is an information system technology created by PT Beon
Intermedia to check domains and facilitate hosting processes
for website users, aiming to simplify business activities on a
website basis. The logo in figure 2, symbolizes the letters J
and H, which are an abbreviation or nickname for the
Jagoanhosting.com website. This website features domain
and hosting checking, assistance, guides, and service issue
reporting. Jagoanhosting.com is designed to facilitate access
for businesses wishing to transform their processes into
digital and to streamline customer interactions regarding the
services they use [13].
B. Running System Analysis
GAMBAR DIAGRAM
Figure 3, shows the system analysis for the
Jagoanhosting.com website, which checks domains and
hosting services for businesses undergoing digitalization.
Hosting involves web-based site and application storage,
while a domain is a unique name for a website's public IP
address. The site's business processes start with the need for
digital services like hosting, VPS KVM, business email, and
web services. The Jagoanhosting.com website functions as a
landing page, supporting digital marketing for PT Beon
Intermedia's hosting services and digital products.
The business process of Jagoanhosting.com begins with
visitors accessing the website and showing interest in the
services offered. The dashboard provides information about
products such as hosting, domain, VPS KVM, Email
Business, add-ons, and Hostblend. The hosting and domain
menus offer comprehensive information and a free domain
check feature. The VPS KVM menu provides VPS services
along with server migration education, while the Email
Business menu offers email customization services for Hosting services, reflecting a specific focus on the website's
businesses. The add-ons menu includes licenses and offerings and user experience.
certificates that support the performance of hosting and
VPS. The Hostblend menu offers a complete package of a B. Data Processing
website portal platform and an online exam platform. Based on the research findings, there are several data
Each menu accessed by visitors provides detailed calculations or processing as follows: a. By using the UEQ
descriptions of the respective services. Orders and payments method, to obtain validity and reliability results from a
for selected services are directed to the link questionnaire, it can be assessed by using calculations on a
beli.jagoanhosting.com, where users without an account can
scale of -3 to +3, which means when each item has two
enter their personal information directly on the invoice.
Completed orders can be checked via the direct link terms with opposite meanings. b. By using this UEQ
member.jagoanhosting.com. For visitors who need further method, all answers with scales of 1-7 obtained from
assistance, there is a chat service available through respondents will be arranged and converted into values of -3
WhatsApp, which connects directly to Jagoanhosting.com's to +3, where -3 represents the most negative response, 0 is a
customer care. neutral response, and +3 becomes the most positive
response.
C. Problem Analysis
C. Validity Testing
Referring to the running system process, there are
several challenges for users in carrying out activities. The Validity testing is conducted using Confidence Intervals
identified problems include: based on items and scales. This study utilizes a significance
1. Jagoanhosting.com site will freeze if access activity level of 0.05, corresponding to a confidence level of 95%
takes too long and the process stops if accessing from the questionnaire results. The remaining 5% is
several pages. considered invalid.
2. The live chat feature using a third party is not built- Mea Std. Confidenc Confidence
Scale
in on the Jagoanhosting.com website. Users cannot n Dev. e interval
interact with Jagoanhosting.com customer service in
real-time. Attraction 1.480 1.076 0.211 1.269 1.691
3. The login option on the Jagoanhosting.com website
Clarity 1.355 1.115 0.219 1.136 1.574
only uses email and password; there is no login
method using OTP (One-Time Password) or other Efficiency 1.383 1.130 0.221 1.161 1.604
methods.
Accuracy 1.178 0.990 0.194 0.983 1.372
D. Proposed Solutions
Stimulation 1.318 1.117 0.219 1.099 1.536
Based on the identification of the problems above, this
study will provide solutions in the form of interface Novelty 1.000 1.160 0.227 0.773 1.227
recommendations and system optimization suggestions on
the Jagoanhosting.com website to make the site more Table 4.1 displays confidence interval values above the
efficient and effective. Testing will be conducted by confidence level, indicating that this test is considered
collecting data through questionnaires distributed to VALID. The table shows that the estimation precision
prospective customers and existing customers. From these obtained from the Confidence Interval ranges from 0.773 to
conclusions, this research will make recommendations for 1.604, thus making the confidence interval values reliable.
improving user experience that can serve as a reference for
Jagoan Hosting in enhancing the quality of the D. Reliability Testing
Jagoanhosting.com website. The reliability test in this study aims to determine
whether the questionnaire instrument can be trusted as a data
IV. RESULTS AND DISCUSSION
collection tool and capable of revealing true information.
A. Sampling This is done by examining the results of the Cronbach Alpha
Sampling for this research sample consists of 15,000 Coefficient. Based on each research variable, if it exceeds
followers of Jagoan Hosting's Instagram account, with a 0.6, it is considered to be sufficiently consistent.
margin of error of 10%. The sample size calculation using Alph
the Slovin formula is as follows: Scale
a
N
n= 2
( 1) Attraction 0,85
1+ N e
Clarity 0,68
Based on the Slovin formula, the final result is 𝑛=99.33, Efficiency 0,71
where N is the population size and e is the error limit with a
margin of error of 10%. Therefore, the number of Accuracy 0,47
respondents used in the survey rounded is 100. Stimulation 0,73
Data collection for the period of March 11 to March 16,
2024, showed that by May 16, 2023, 100 respondents had Novelty 0,68
completed the questionnaire. All respondents were users and Based on the reliability test results in Table 4.2, all
visitors of Jagoanhosting.com, indicating a targeted sample variables are considered reliable except for accuracy, which
from the website's user base. These respondents expressed has an alpha value of 0.47, below the threshold of 0.6 for
an interest in obtaining more information about Jagoan consistency. Consequently, questions related to accuracy
were removed from the study.
 Is the flow of the Jagoanhosting.com Stimulation 1.32 Above average
Q8
website predictable? Novelty 1.00 Above average
Does the Jagoanhosting.com website Table I presents the results obtained from the UEQ (User
Q11 Experience Questionnaire) analysis tool, highlighting the
support my productivity activities?
assessment of various aspects of the Jagoanhosting.com
Accuracy Do I feel that entering personal data and website. The data indicate that the website has received
above-average ratings across all measured scales,
Q17 information on the Jagoanhosting.com
showcasing its overall positive user experience.
website is secure? 1. The attractiveness of the website, which evaluates its
Does the Jagoanhosting.com website meet visual appeal and design aesthetics, scored 1.48. This
Q19 high score indicates that users find the website
my expectations? visually appealing and pleasant to interact with.
Table 4.3 presents questions related to the accuracy 2. Clarity, which measures how easily users can
understand and navigate the website, received a mean
variable. In the study, questions Q19 and Q17 were removed
score of 1.36. This suggests that the website provides
due to their confusing and irrelevant assumptions. After
clear, comprehensible information, making it user-
their removal, a retest of reliability was conducted, resulting friendly.
in the following findings: 3. The efficiency scale, which assesses how quickly and
Alph effectively users can accomplish their goals on the
Scale
a website, garnered a score of 1.38. This indicates that
the website is perceived as efficient in its
Attraction 0,85 functionalities, allowing users to perform tasks
Clarity 0,68 without unnecessary delays.
4. Precision, or the accuracy and reliability of the
Efficiency 0,71 website's service delivery, scored 1.18. This score
Accuracy 0,66 reflects that the website performs its intended
functions accurately and reliably, meeting user
Stimulation 0,73 expectations.
5. The stimulation aspect, which evaluates how
Novelty 0,68
engaging and motivating the website is, received a
The second reliability test results in Table 4.4 show that score of 1.32. This suggests that users find the
all variables tested using the UEQ Data Analysis Tool V12 website engaging and stimulating, enhancing their
have a scale above 0.6. This suggests that responses to each overall experience.
item exhibit good consistency and are considered reliable. 6. The novelty aspect, which measures the innovation
and uniqueness of the website's features or offerings,
E. Results received a mean score of 1.00. This indicates that the
Data collection was conducted from March 11, 2024, to website is seen as innovative and unique, offering
March 16, 2024. The results of the questionnaire are as features that stand out to users.
follows:
The research results using the UEQ method on the F. Discuss Improvement
Jagoanhosting.com website indicated that on average, users Based on the research findings and data analysis from
and visitors had ratings above average. The evaluation the questionnaire results and UEQ Analytic Tool, the
results using the UEQ Analysis Tool V12 serve as input and novelty variable had the lowest average score among the
help identify user constraints in using the website. other variables, with an average value of 1.00. This variable
reflects the level of creativity, innovation, and interest
among visitors in using the product or website. Based on
these research findings, the focus is on the novelty variable,
and recommendations are made for improvements to the
Jagoanhosting.com website. The improvements focus on
refreshing the appearance to make it more attractive and
updating existing features. For example, on accuracy and
novelty scale, the live chat feature needs to be enhanced
Figure 3. Benchmark Results from UEQ Analysis Tool with a dedicated live chat without relying on third-party
applications. Speaking and consulting through live chat with
From figure 3, it can be observed that the customer care would be easier and enhance the positive user
Jagoanhosting.com website received above-average scores experience. Additionally, visitors feel that the login method
in all UEQ variables. on the Jagoanhosting.com website needs to be updated by
adding an email verification feature. This feature adds a
SCALE RESULT sense of security and safety for customers who provide their
Mea personal data to be stored on the Jagoanhosting.com
Scale Penilaian
n website.
Attractiveness 1.48 Above average
Clarity 1.36 Above average
Efficiency 1.38 Above average
Precision 1.18 Above average
 Figure 4. Landing Page Appearance After Repair
Appearance of the landing page after on figure 4
improvement can be seen by adding a pop up for Register
and Login when accessing the site.
Figure 5. Dashboard Page Appearance After Repair
Figure 5 shows the appearance of the dashboard
page after improvement. There is the addition of a pop-up
type live chat that is built in with the Jagoanhosting.com
website.
Figure 6. Hosting Page Appearance After Repair
Figure 6 shows the appearance of the hosting page
after making improvements. There is the addition of a pop-
up type live chat feature that is built in with the
Jagoanhosting.com website.
Figure 7. Domain Page Appearance After Repair
Figure 7 shows the appearance of the domain page
after making improvements. There is the addition of a pop-
up type live chat feature that is built in with the
Jagoanhosting.com website.
Figure 8. VPS Page Appearance After Repair
Figure 8 shows the appearance of the VPS page
after making improvements. There is the addition of a pop-
up type live chat feature that is built in with the
Jagoanhosting.com website.
Figure 9. Business Email Page Appearance After Repair
Figure 9 shows the appearance of business email
page after making improvements. There is the addition of a
pop-up type live chat feature that is built in with the
Jagoanhosting.com website.
Figure 10. Add On Page Appearance After Repair
Figure 10 shows the appearance of the add on page
after making improvements. There is the addition of a pop-
up type live chat feature that is built in with the
Jagoanhosting.com website.
Figure 11. Hostblend Page Appearance After Repair
Figure 11 shows the appearance of the Hostblend
page after making improvements. There is the addition of a
pop-up type live chat feature that is built in with the
Jagoanhosting.com website.
V. CONCLUSION AND RECOMMENDATIONS
Based on the previously formulated problem statements
and the User Experience (UX) analysis of the
 jagoanhosting.com website, it is concluded that the overall
user experience of the website is rated positively. Data
processing from 100 respondents using UEQ reveals that
jagoanhosting.com scores above average in six aspects:
attractiveness, clarity, efficiency, accuracy, stimulation, and
novelty. Despite providing a positive experience, there are
areas that require improvement, particularly in appearance
and security aspects. Feedback from respondents through [6]
Google Form highlights the need for special attention to
Clarity and Efficiency, indicating that enhancing the User
Interface in these areas has increased user satisfaction.
These research findings underscore the significance of
good UX in bolstering user satisfaction and potentially
contributing to the success of online businesses. Jagoan
Hosting can leverage these results to continue improving [7]
UX by addressing areas for enhancement while sustaining
current strengths. Striving for an 'Excellent' rating in the
UEQ assessment reflects the commitment to continually [8]
elevate hosting service quality and prioritize user
experience.
ACKNOWLEDGEMENT
This research would like to express gratitude to PT Beon [9]
Intermedia for their support and facilities provided during
this research. Their contribution has been instrumental in the
success of this paper. Additionally, this research extends
thanks to Binus Online as the academic supervisor, for
guidance and support throughout the research process. [10]
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