Measuring Student’s Satisfaction and Loyalty on Microsoft Power BI Using System Usability Scale and Net Promoter Score for the Case of Students at Bina Nusantara University

Abstract

Microsoft Power BI is one of the visual analytics platforms that help people to see and understand the data. This research aimed to evaluate students’ satisfaction and loyalty to the Microsoft Power BI application. The method used in this research utilized the DECIDE framework to determine the evaluation goals, explore the questions, choose the evaluation and data collection methods, and identify the practical issues. The evaluation was conducted using the System Usability Scale (SUS) and Net Promoter Score (NPS). The application's score using SUS was 51 and the NPS score was below 6. The result showed that students are not quite satisfied and loyal to the application. This finding is part of the product lifecycle where users gave feedback for the improvement of the product to satisfy users’ needs, even though this finding is only in small scope at Bina Nusantara University. Therefore, the corporation should review the application in terms of features, performance, and tutorials and invest more resources in marketing activities to acquire new customers, including academic fields, reducing its competitiveness in the market. In addition, we proved that without asking Net Promoter Score (NPS) questions, the Net Promoter Score (NPS) values could be taken from SUS to determine participant loyalty.