Comparing Usability Satisfaction of Google Meet and Zoom Meeting Application: Customer Satisfaction Index and GAP Analysis Case Study at K University

Abstract

With the policy of learning from home, the role of information technology become more important.
The use of technology in online learning can provide new learning experiences for students. There are
several online learning application platforms available and the most popular platforms are Zoom
Meeting application and Google Meet. In using the online learning platform, usability aspect is one the
most important things. Usability is a measure of the quality of the user experience when interacting
with the user-operated device application with the perceived expectations. The purpose of this study
is to compare usability satisfaction of Google Meet and Zoom Meeting application using Customer
Satisfaction Index (CSI) and GAP analysis. The Customer Satisfaction Index is measured from the
five usability aspects of learnability, efficiency, memorability, errors, and satisfaction. Meanwhile, the
GAP Analysis is measured based on the perception and expectations of the user of Google Meet and
Zoom Meeting application. The result shows that Google Meet has a higher level of usability
satisfaction compared to Zoom Meeting application. Google Meet has a usability satisfaction level of
84.29%, meanwhile Zoom Meeting has a usability satisfaction level of 76.67%. The results of GAP
analysis on both platforms show that the users made a lot of errors when using Google Meet and find
it difficult when using Zoom Meeting application for the first time.