Analysis of User Satisfaction of myXL Mobile Application Using the DeLone and McLean Model

Abstract

The rapid growth of mobile application usage in the telecommunications industry demands continuous evaluation of user satisfaction to ensure service quality. The myXL application, developed by PT XL Axiata Tbk as a primary digital self-service platform for its customers, has garnered over 50 million downloads on Google Play Store. However, numerous user complaints regarding login difficulties, slow loading times, transaction failures, and frequent errors indicate potential dissatisfaction. This study aims to analyze user satisfaction with the myXL application using the DeLone and McLean Information Systems Success Model (2003). A quantitative descriptive approach was employed, collecting data from 100 active myXL users in Surabaya through an online questionnaire consisting of 25 items measured on a five-point Likert scale. Five variables were examined: System Quality, Information Quality, Service Quality, User Satisfaction, and Net Benefits. Data were analyzed using descriptive statistics (mean and standardeviation) with SPSS. The results indicate that all five variables fall within the "Satisfied" category, with an overall mean score of 3.86. Net Benefits achieved the highest score (4.11), while System Quality received the lowest (3.70). Notably, system stability was the only indicator rated as "Moderately Satisfied" (3.17), suggesting that application crashes and errors remain a critical concern. These findings provide actionable insights for PT XL Axiata Tbk to prioritize system stability improvements and enhance customer support responsiveness within the myXL application.