Integrating User Perception and Technical Assessment for Comparative Software Quality Evaluation of Shopee and Tokopedia Based on ISO/IEC 25010

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This study evaluates and compares the software quality of Shopee and Tokopedia based on four ISO/IEC 25010 characteristics, namely usability, performance efficiency, reliability, and portability. A quantitative evaluative-comparative approach was employed using data from 56 respondents and the USE Questionnaire for usability assessment. Technical evaluation was conducted using GTMetrix for performance efficiency, Apache JMeter for reliability, and cross-platform testing on Google Chrome, Mozilla Firefox, Android, and iOS for portability. The results show that Shopee achieved a usability score of 79.74%, while Tokopedia obtained 79.07%, with both classified as Good. For performance efficiency, Tokopedia achieved a Performance Score of 63%, whereas Shopee obtained 26%, which was classified as Bad. Reliability testing showed comparable results, with both applications achieving a 100% success rate and 0% error rate. The average response time was 1,522 ms for Shopee and 1,550 ms for Tokopedia. In terms of portability, Shopee achieved an overall success rate of 92.5%, while Tokopedia achieved 85%, both classified as Very Good. Overall, Shopee demonstrated better usability and portability, while Tokopedia demonstrated better performance efficiency. The reliability results were considered comparable under the applied 100-user baseline testing scenario. These findings demonstrate that software quality comparison should consider multiple ISO/IEC 25010 characteristics rather than relying on a single quality dimension.