Usability Testing Analysis on Digital Wallet Applications to Measure User Satisfaction
DOI:
https://doi.org/10.34288/jri.v5i4.119Keywords:
Digital Wallet Apps, Usability Testing, User Satisfaction, Task Completion RateAbstract
One of the issues that users of digital wallet apps often face is slow loading, which can cause frustration and disrupt the user experience. In addition, lack of app responsiveness due to server errors is also a complaint of users, which can lower their trust in the app. Another problem is the difficulty in the login process, which can make it difficult for users to access the application. From these problems, it is necessary to conduct a "usability testing analysis on digital wallets to measure user satisfaction." a study evaluates user satisfaction using ShopeePay, Dana, and Ovo as digital wallets. In this study, TCR is used as an indicator to measure the level of user satisfaction, and the variables considered are Attractiveness, Understandability, Learnability, and Operability. The results show that ShopeePay has the highest TCR of 78.77%, followed by Ovo at 77.32% and Dana at 75.58%. Attractiveness factors affect user satisfaction in ShopeePay, while in Dana, Learnability and Attractiveness factors influence. In Ovo, Operability and Attractiveness factors affect user satisfaction, while Understandability and Learnability have no significant effect. The findings from this study provide valuable insights for digital wallet service providers to optimize the factors that influence user satisfaction. This can help increase the acceptance and utilization of digital wallets in the growing market.
Downloads
References
Agung, B. (2020). Survei Ipsos Soroti Tingkat Kepuasan Pengguna Terhadap Layanan Dompet Digital di E-commerce. Retrieved September 2, 2023, from Dailysosial.id website: https://dailysocial.id/post/survei-ipsos-soroti-tingkat-kepuasan-pengguna-terhadap-layanan-dompet-digital-di-e-commerce
Amanda, L., Yanuar, F., & Devianto, D. (2019). Uji Validitas dan Reliabilitas Tingkat Partisipasi Politik Masyarakat Kota Padang. Jurnal Matematika UNAND, 8(1), 179–188. https://doi.org/10.25077/JMU.8.1.179-188.2019
Dewi, E., Pambudi, J. E., & Priyatna, E. H. (2022). Minat Menggunakan Dompet Digital OVO: Kemudahan Penggunaan dan Kepuasan Pelanggan. Digital Business Journal, 1(1), 1–13. Retrieved from https://jurnal.umt.ac.id/index.php/digibis/article/view/6598
Dina Marsela, A., Nathanael, J., & Marchelyta, N. (2022). Penggunaan E-Wallet sebagai Kemajuan Teknologi Digital dalam Menentukan Preferensi Masyarakat di Surabaya. Prosiding Seminar Nasional Ilmu Sosial, 784–790. Surabaya: Universitas Negeri Surabaya. Retrieved from https://proceeding.unesa.ac.id/index.php/sniis/article/view/134
Fayatunisyah, N., & Wulandari, W. (2023). The Effect of Reward and Punishment on Employee Morale at the Bima Regency Office of Women's Empowerment, Child Protection, Population Control and Family Planning (DP3AP2KB). Ormosa Journal of Sustainable Research, 2(8), 2159–2178. https://doi.org/10.55927/fjsr.v2i8.5367
Hasanah, F. (2021). Analisis Kepuasan Konsumen Terhadap Penggunaan Aplikasi Dana Sebagai Penyedia Jasa Dompet Digital (UIN Syarif Hidayatullah Jakarta). UIN Syarif Hidayatullah Jakarta. Retrieved from https://repository.uinjkt.ac.id/dspace/handle/123456789/63988
Hidayat, M. T., Aini, Q., & Fetrina, E. (2020). User Acceptance of E-Wallet Using UTAUT 2 – A Case Study. Jurnal Nasional Teknik Elektro Dan Teknologi Informasi, 9(3), 239–247. https://doi.org/10.22146/.v9i3.227
Ihsan, N. I., & Palapa, A. (2022). Pengaruh Karakteristik Individu Dan Komunikasi Interpersonal Terhadap Kinerja Crew Kapal Di Bawah Management PT.APOL. Majalah Ilmiah Bahari Jogja, 20(2), 142–152. https://doi.org/10.33489/MIBJ.V20I2.302
Kamanda, S. V., Novel, A. H., & Hermansyah, T. (2022). Analisa Menggunakan Dompet Digital Shopee Pay. Balance Jurnal Ekonomi, 1(1), 1–7. Retrieved from https://e-journal.institutabdullahsaid.ac.id/index.php/jurnal-al-amal/article/view/117
Karnadi, A. (2022). 5 Dompet Digital Ini Paling Banyak Dipakai di Indonesia. Retrieved September 16, 2023, from Data Indonesia2 website: https://dataindonesia.id/digital/detail/5-dompet-digital-ini-paling-banyak-dipakai-di-indonesia
Mardiatmoko, G. (2020). Pentingnya Uji Asumsi Klasik Pada Analisis Regresi Linier Berganda (Studi Kasus Penyusunan Persamaan Allometrik Kenari Muda [Canarium Indicum L.]). BAREKENG: Jurnal Ilmu Matematika Dan Terapan, 14(3), 333–342. https://doi.org/10.30598/BAREKENGVOL14ISS3PP333-342
Murti, N. A. (2020). Analisis Usability Testing Pada Aplikasi Transportasi Online Untuk Mengukur Kepuasan Pengguna. JSiI (Jurnal Sistem Informasi), 7(1), 19. https://doi.org/10.30656/jsii.v7i1.2102
Prena, G. Das, & Muliyawan, I. G. I. (2020). Pengaruh Kinerja Keuangan terhadap Nilai Perusahaan dengan Pengungkapan Corporate Social Responsibility Sebagai Variabel Pemoderasi. WACANA EKONOMI (Jurnal Ekonomi, Bisnis Dan Akuntansi), 19(2), 131–142. https://doi.org/10.22225/we.19.2.1955.131-142
Pusparisa, Y. (2020). Mana yang Paling Favorit, E-Money atau E-Wallet? Retrieved September 2, 2023, from katadata.co.id2 website: https://katadata.co.id/muhammadridhoi/analisisdata/5f97c41b49705/mana-yang-paling-favorit-e-money-atau-e-wallet
Puspitasari, E. R., & Nugroho, E. (2021). Evaluasi implementasi sistem informasi manajemen rumah sakit di rsud kabupaten temanggung dengan menggunakan metode hot-fit. Journal of Information Systems for Public Health, 5(3), 45–60. https://doi.org/10.22146/JISPH.37562
Putra, R. D., & Arza, F. I. (2023). Pengaruh Otonomi Keuangan, Akumulasi Surplus dan Sisa Lebih Perhitungan Anggaran (SiLPA) terhadap Perubahan Anggaran Belanja Bantuan Sosial. JURNAL EKSPLORASI AKUNTANSI, 5(3), 936–951. https://doi.org/10.24036/JEA.V5I3.734
Rizaty, M. A. (2023). Ini Sederet Fintech Favorit Masyarakat Indonesia. Retrieved September 16, 2023, from Data Indonesia website: https://dataindonesia.id/ekonomi-digital/detail/ini-sederet-fintech-favorit-masyarakat-indonesia.
Sanaky, M. M., Saleh, L. M., & Titaley, H. D. (2021). Analisis Faktor-Faktor Keterlambatan Pada Proyek Pembangunan Gedung Asrama MAN 1 Tulehu Maluku Tengah. Jurnal Simetrik, 11(1), 432–439. https://doi.org/10.31959/js.v11i1.615
Setiawan, R. (2019). Faktor-Faktor yang Mempengaruhi Permintaan Jasa Pariwisata Pemandian Air Panas. Business Innovation and Entrepreneurship Journal, 1(1), 53–61. https://doi.org/10.35899/BIEJ.V1I1.2
Sidik, A. R., & Sutoyo, S. (2020). Analisis Kepemimpinan Transformasional, Komitmen Dan Budaya Organisasi Terhadap Kinerja Pegawai Pt. Angkasa Pura I (Persero) Di Masa Pandemi Covid 19. Jurnal MEBIS (Manajemen Dan Bisnis), 5(1), 69–79. https://doi.org/10.33005/mebis.v5i1.104
Sulbahri, R. A., Putri, Y. A., & Susanti, M. (2021). The Effect of Audit Quality, Audit Committee and External Audit on Financial Reporting Quality. Jurnal Keuangan Dan Bisnis, 19(2), 189–204. https://doi.org/10.32524/JKB.V19I2.290
Supriadi, I., Abadi, R., & Maghfiroh, R. U. (2023). Statistika Ekonomi dan Bisnis. Yogyakarta: Jejak Pustaka.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Nur Mutia Eka Pusparani, Tyas Setiyorini, Frieyadie Frieyadie
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
The Jurnal Riset Informatika has legal rules for accessing digital electronic articles uunder a Creative Commons Attribution-NonCommercial 4.0 International License . Articles published in Jurnal Riset Informatika, provide Open Access, for the purpose of scientific development, research, and libraries.
