C20-4408-343-3178
C20 abstract preview
(#343) System Usability Scale (SUS) and Net Promoter Score (NPS): Measuring the Quality of a Web Application
Abstract:
Introduction: A clear and valid model for assessing the usability of a web application provided by the Pharmaceutical Services Programme (PSP), Ministry of Health Malaysia is not yet in place. This is crucial to provide an insight to enhance the quality of any systems employed.
Objectives: This study aims to provide a benchmark that can improve the quality of the web application system and to assess a standard usability rating for any system implemented by the PSP.
Methods: A set of an online survey questionnaire was prompted to all applicants after they successfully logout from PRiSMA and My.Pharma-C systems from the year of 2019 until 2020. The questionnaire consists of participant’s demographic information such as age group, gender, type of device used, ten validated System Usability Scale (SUS) questions and one Net Promoter Score (NPS) question. SUS and NPS scores were calculated and analysed using SPSS software.
Results: Research found that the mean SUS score for PRiSMA was 70.22 as compared to 58.23 for My.Pharma-C. PRiSMA had a positive percentage of NPS while My.Pharma-C inclined towards the negative percentage. This strongly suggest that users tend to promote PRiSMA instead of My.Pharma-C to other users. This study also discovered that there is an impact of the number of error incidence to the SUS scale in both systems. Furthermore, correlation and regression analysis proved that there are significant factors such as error incidence, type of device used, and the number of recurrent users that contributed to the SUS score of PRiSMA system.
Conclusion: Study recommends that assessing the SUS will eventually improve the quality of system delivery by minimizing the possibility of error incidence in the submission of application form. In general, this study highlights that both SUS and NPS can provide an additional perceptive of evaluating a system in PSP.
Keywords:
usability, system usability scale, net promoter score, web application system, qualityAbstract document:
xabstract-929.docxDoes this research add new knowledge to the existing literature?:
Yes.This study contributes to the development of literature regarding the usability of online pharmaceutical services delivery, especially the web application system in the context of the Malaysian health informatics environment. As we embrace the Fourth Industrial Revolution (IR4.0) in delivering services for a diverse group of population and one-fits-all services, an insight provided by the System Usability Scale (SUS) and Net Promoter Score (NPS) is considered critical. It shows that SUS and NPS can improve the ever-changing services to ensure the effectiveness and efficiency of the services leading to a satisfactory in the healthcare environment.
Has the knowledge been translated into practice?:
Yes.This study serves as the basis for validating suitable benchmarking methodology for the web application system provided by the Pharmaceutical Services Program. At the moment, two systems were used for the validation of the benchmarking method to ensure that System Usability Scale (SUS) and Net Promoter Score (NPS) were able to point out the recommendation for improvement not only for existing system but for the future system in development stages. The top management introduced to the findings of this study to highlight the critical requirements needed to establish a web application framework for any pharmaceutical service delivery. Effectiveness and efficiency can be monitored by benchmarking.
Does your research fit the conference theme?:
Yes.Through the findings, we able to identify the current status of our systems on how easy it is to use the web application system, grading and adjective rating of the system, and the acceptability range for the user. The correlation and regression models used to determine the usability of the web application system help to identify variables that can affect the system's SUS ranking. We believe all these factors lead to the improvement of the quality of the web application system in delivering the services needed. Thus, this research opens the possibility to optimize the current pharmaceutical services delivery.