Usability Characteristics Evaluation on Food Delivery Service Applications using ISO/IEC 25010 Quality Model

The usability aspect of the food delivery service application is important for application developers to pay attention to so that it is easier for users to use. This study evaluates the usability characteristics of the 3 food delivery services applications using the ISO/IEC 25010 which has never been studied before. Six sub-characteristics are used to measure usability using a CSUQ-based questionnaire with 18 question items. The AHP method is used to weigh each sub-characteristic based on the answers from the 108 respondents involved. The GoFood, GrabFood and ShopeeFood applications each received usability scores of 84.08%, 82.45% and 79.50%. The GoFood and GrabFood applications are included in the Very Feasible category, while the ShopeeFood application is included in the Feasible category. The user error protection sub-characteristic needs to be considered by the three applications to obtain a score above 80%. It is suggested that the ShopeeFood application can improve the sub-characteristics of appropriateness recognition and user interface aesthetics so that it is expected to obtain a usability score above 80%.