GOPAY USER EXPERIENCE: A BENCHMARK-BASED EVALUATION USING THE USER EXPERIENCE QUESTIONNAIRE

Florentina Yuni Arini; Muhammad Ramzy Basysyar; Lafifa Linta Qisisin Andayani; Anissa Bunga Hanifah; Muhammad Hikam; Muhammad Haidar Husni Fadil

doi:10.36549/ijis.v11i2.482

GOPAY USER EXPERIENCE: A BENCHMARK-BASED EVALUATION USING THE USER EXPERIENCE QUESTIONNAIRE

Florentina Yuni Arini, Muhammad Ramzy Basysyar, Lafifa Linta Qisisin Andayani, Anissa Bunga Hanifah, Muhammad Hikam, Muhammad Haidar Husni Fadil

Sari

The growing adoption of digital wallets underscores the importance of systematically evaluating perceived user experience. This study assesses GoPay using the standardized User Experience Questionnaire (UEQ) benchmark framework to identify strengths and priorities for improvement across pragmatic and hedonic dimensions. A descriptive quantitative design involved 50 users, predominantly students (88%) aged 18–24 years (86%), who completed the 26-item UEQ instrument. The findings showed that Perspicuity (2.035), Efficiency (1.925), and Dependability (1.775) were classified as Excellent, indicating strong pragmatic user experience. Attractiveness (1.443) was categorized as Above Average, whereas Stimulation (1.460) and Novelty (1.330) were rated Good, reflecting comparatively weaker hedonic qualities. These results provide GoPay developers with empirical guidance for maintaining interaction clarity and efficiency while enhancing engagement and novelty. For fintech application designers, the findings highlight the importance of balancing functional performance with attractive and stimulating interaction design. For future UX researchers, this study provides benchmark-based empirical evidence to support comparative, longitudinal, and cross-platform evaluations of digital financial applications.

Keywords: UEQ, User Experience, E-Wallet, GoPay, Benchmark Evaluation

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Referensi

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DOI: https://doi.org/10.36549/ijis.v11i2.482