Evaluating the Performance Efficiency of the Banyuwangi Tourism App Using ISO 25010 and PLS-SEM Approach

Abstract

The Banyuwangi Tourism App serves as a key digital platform for providing tourism-related information and services in Banyuwangi, East Java, Indonesia, including destinations, attractions, accommodations, culinary offerings, events, and supporting facilities. However, users have reported that the application's performance has not been optimal and tends to decline over time. Therefore, a comprehensive evaluation of application performance is essential to ensure optimal user experience and improve the effectiveness of tourism services. This study aims to analyze the performance quality of the Banyuwangi Tourism App using the ISO 25010 quality model, focusing on performance efficiency attributes. A quantitative research approach was employed. Hypothesis testing was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) based on data collected from 166 users of the Banyuwangi Tourism App. The results indicate that out of eight proposed hypotheses, seven variables have a positive and significant effect on the application's performance efficiency, while one variable does not show a significant influence. These findings provide empirical insights into the key determinants of application performance from the user perspective. This study contributes by offering a structured and theory-driven evaluation of tourism application performance using ISO 25010 integrated with PLS-SEM analysis. The results can assist developers and stakeholders in prioritizing improvements on critical quality attributes, thereby enhancing application efficiency and delivering a better user experience.