Application of User Experience Questionnaire Method to Evaluate Customer Experience When Conducting Transactions with Digital Wallets
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Published:
Dec 23, 2023
Keywords:
User Experience, Digital Wallet, UEQ, Questionnaire
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Abstract
The purpose of this study is to determine how to use the user experience questionnaire (UEQ) to assess the digital wallet user experience. This research employs a quantitative methodology. In order to collect data for this study, surveys, observation, and literature reviews were used. All of the participants in this study are users of digital wallets. In this study, 100 samples were drawn using simple random sampling as the sampling technique. The two types of data analysis were statistical analysis and demographic analysis. The author examined demographic information first. Second, the author used the UEQ Data Analysis Tool to perform statistical analysis. Testing for validity and reliability was done at this point. The discussion's outcomes allow for the following deductions to be made: This study was successful in assessing how digital wallets performed across the board on the user experience questionnaire (UEQ). Based on evaluation findings using UEQ, this research was successful in offering suggestions for enhancing the user experience in digital wallets. The attractiveness and novelty parts of the user experience are the areas that are advised to be improved upon, since they continue to receive below-average benchmark scores.
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Butar Butar, R. S., Dharmawan, D., Kalsum, U., Munizu, M., & Mertha Agung Durya, N. P. (2023). Application of User Experience Questionnaire Method to Evaluate Customer Experience When Conducting Transactions with Digital Wallets. Jurnal Informasi Dan Teknologi, 5(4), 210-215. https://doi.org/10.60083/jidt.v5i4.441
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References
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[19] Sutrisno, S., Wulandari, W., Violin, V., Supriyadi, A., & Tawil, M. R. (2023). Prioritization of the Best Online Platform for MSMEs Using Simple Additive Weighting Method. Journal on Education, 5(3), 10265-10275.
[20] Violin, V. (2022). Influence Leadership, Competence and Motivation To Performance Employee Service Health Regency Bay Bintuni West Papua Province. J. Adm. J. Pemikir. Ilm. dan Pendidik. Adm. Perkantoran, 9(2), 305-310.
[21] Norman, E., Paramansyah, A., & Abdan, M. S. (2022). The Role of Organizational Culture in the Effectiveness of School Organizations. Da'watuna: Journal of Communication and Islamic Broadcasting, 2(3), 254-269.
[22] Violin, V., Hasan, S., & Sufri, M. (2022). Pengaruh Konsep Low-Cost Carrier dan Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan pada Maskapai Lion Airlines di Indonesia. Journal of Management Science (JMS), 3(1), 150-160.
[23] Turyadi, I., Zulkifli, Z., Tawil, M. R., Ali, H., & Sadikin, A. (2023). The Role Of Digital Leadership In Organizations To Improve Employee Performance And Business Success. Jurnal Ekonomi, 12(02), 1671-1677.
[24] Hendriyanto, D., Setiamika, M., & Primadewi, N. (2020). The effect of Ginkgo biloba against ototoxic hearing loss on advanced stage undifferentiated nasopharyngeal carcinoma receiving cisplatin chemotherapy. INTERNATIONAL JOURNAL OF NASOPHARYNGEAL CARCINOMA, 2(02), 44-46.
[25] Nurcahyo, V. E., & Hendriyanto, D. (2020). The depression level effect on the QOL of patients with obstructive sleep apnea syndrome. Oto Rhino Laryngologica Indonesiana (ORLI), 50(2), 135-40.
[26] Haddar, G. A. H., Hendriyanto, D. ., Munandar, H. ., Kelibia, M. U. ., & Muhammadiah, M. . (2023). ANALYSIS OF THE EFFECTIVENESS OF PROJECT STEAM-BASED LEARNING MODEL TO IMPROVE STUDENTS’ CRITICAL THINKING SKILLS. Community Development Journal : Jurnal Pengabdian Masyarakat, 4(5), 10519–10525.
[27] Hendriyanto, D., & Helmi, H. Protective role of Nigella sativa oil against cisplatin-induced ototoxicity: a literature review. Journal of the Medical Sciences (Berkala Ilmu Kedokteran), 55(2).
[28] Suriadi, S., Rafid, M., Zulkifli, Z., Abdurohim, A., & Damirah, D. (2023). The Influence of Organizational Culture, Work Environment and Work Discipline on Job Satisfaction of Teachers at Boarding School. Journal on Education, 5(4), 14777-14781.
[29] Aziz, F., Mayasari, N., Sabhan, S., Zulkifli, Z., & Yasin, M. F. (2022). The Future of Human Rights in the Digital Age: Indonesian Perspectives and Challenges. Journal of Digital Law and Policy, 2(1), 29-40.
[30] Nursanti, S., Dharta, F. Y., Chaerudin, C., Syam, S. P., & Purnama, R. N. (2022). Generation z's perceptions of health information about the Covid-19. Jurnal Studi Komunikasi, 6(2), 587-602.
[31] Siswanto, A., Pratiwi, R., Rokhmawati, D., & Dharta, F. Y. (2023). Analysis Of Determinant Factors Employee Performance Of Directorate General Of Intellectual Property Rights Republic Of Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2493-2498.
[32] Violin, V. (2019). PENGARUH HARGA POKOK PRODUKSI TERHADAP VOLUME PENJUALAN PADA PT. SEMEN BOSOWA MAROS. Jurnal Bisnis dan Kewirausahaan, 8(2).
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[34] Dharta, F. Y., Prasetyo, H., & Dema, Y. (2021). Influence of attitude on online impulse buying: perspective on marketing communication. Jurnal Studi Komunikasi, 5(3), 729-745.
[35] Wibowo, T. S., Suhendi, D., Suwandana, I. M. A., Nurdiani, T. W., & Lubis, F. M. (2023). The Role Of Transformational Leadership And Organizational Culture In Increasing Employee Commitment. International Journal of Economics, Business and Accounting Research (IJEBAR), 7(2).
[36] Rony, Z. T., Lubis, F. M., & Rizkyta, A. (2019). Job shadowing as one of the effective activities in the promotion process creates quality managers. International Journal of Recent Technology and Engineering, 8(2), 388-396.
[37] Lubis, F. M. (2019). DIGITAL LEADERSHIP IN MANAGING WORK MOTIVATION OF MILLENIAL EMPLOYEES:(STUDY CASE: OIL AND GAS INDUSTRY IN INDONESIA). Asia Proceedings of Social Sciences, 4(2), 108-110.
[38] Lubis, F., Rony, Z., & Santoso, B. (2020, March). Digital leadership in managing employee work motivation (case study: oil and gas industry in Indonesia). In Proceedings of the 2nd International Conference on Social Sciences, ICSS 2019, 5-6 November 2019, Jakarta, Indonesia.
[39] Aryanto, T., Tukinah, U., Hartarini, Y. M., & Lubis, F. M. (2020). Connection of Stress and Job Satisfaction to Successful Organizational Stress Management: A Literature Review. International Journal of Advanced Engineering Research and Science, 7(11).
[40] Judijanto, L., Yakup, A. P., Rianto, J., Wahidhani, E. H., & Dharmawan, D. (2023). Analysis Of Fixed Financing, Profit Sharing Financing And Non Performing Financing On Profit Gain Of Banking Industries In Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2637-2642.
[41] Schrepp, M., Hinderks, A., & Thomaschewski, J, “Construction of a Benchmark for the User Experience Questionnaire (UEQ),” International Journal of Interactive Multimedia and Artificial Intelligence, pp. 40-44, 2017.
[42] Taghiloo, M., Ahgeli, M. A., & Rezaeinezha, M. R, “Mobile Based Secure Digital Wallet for Peer to Peer Payment System,” International Journal of UbiComp, 2020.
[2] Lestari, I., Manullang, M., Butar-Butar, R. S., & Daulay, Z. R. (2021). The Effect Of Brand Ambasador and Prices on The Purchase Decision Of Android Hand Phone Through Interest In Buying Consumers In Medan City. International Journal of Science, Technology & Management, 2(4), 1321-1326.
[3] Sunarso, B., & Mustafa, F. (2023). Analysing the Role of Visual Content in Increasing Attraction and Conversion in MSME Digital Marketing. Journal of Contemporary Administration and Management (ADMAN), 1(3), 193-200.
[4] Mustafa, M. Y., Mustafa, F., Mustafa, R., & Mustafa, R. (2018). Japanese enterprises role on SMEs development in Indonesia: inside tobiko export and import. Hasanuddin Economics and Business Review, 2(2), 83-95.
[5] Sudirjo, F., Mustafa, F., Astuti, E. D., Tawil, M. R., & Putra, A. S. B. (2023). Analysis Of The Influence Of Hedonic Motivation, Digital Devices Ease Of Use Perception, Benefits Of Digital Technology And Digital Promotion On Intention To Use Of Digital Wallets Consumers. Jurnal Informasi Dan Teknologi, 33-38.
[6] Angreyani, A. D., Akbar, A., Haeruddin, M., Mustafa, M., & Mustafa, F. (2023). The Phantom Menace: A Moderation Analysis of Gender on MSMEs’ Financial Literacy and Financial Performance. Asian Research Journal of Arts & Social Sciences, 21(2), 48-55.
[7] Fitri, S., Wardana, Y. F. W., Mustafa, F., Sari, E. N., & Arief, I. (2023). Analysis of The Influence of Online Purchase Decisions, Digital Perceive Value of Quality and Digital Viral Marketing on Consumer Satisfaction of Skincare Products. Jurnal Informasi dan Teknologi, 148-152.
[8] Deng, L., Turner, D. E., Gehling, R., & Prince, B, “User experience, satisfaction, and continual usage intention of IT,” European Journal of Information Systems, vol. 19, no. 1, pp. 60-70, 2020.
[9] Mahdi, M., Butar-Butar, R. S., Hendrawan, H., Iskandar, M. F., & Hanafi, I. (2023). Comparative Analysis of The Performance of State-Owned and National Private Companies in The Banking Sub-Sector Using the RGEC Model. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(5), 2123-2128.
[10] Lee, S, “A Study on User Experience of Unmanned Payment Kiosk System in Fast Food Restaurants,” International Journal of Smart Business and Technology, vol. 8, no. 1, pp. 1-6, 2020.
[11] Dharmawan, D., Judijanto, L., Rahmi, N., & Lotte, L. N. A. (2023). Analysis Of The Influence Of E-Word Of Mouth, Brand Image And E-Service Quality On Repurchase Intention Of Digital Bank Customers. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2606-2612.
[12] Jumainah, J., Paramansyah, A., Rohmiyati, Y., Boari, Y., & Nurnaningsih, A. (2023). The Relationship Analysis Between The Index Card Match Learning Model and Students’ Activeness and Memorizing Capability. Journal on Education, 6(1), 1369-1374.
[13] Junaedi, D., Norman, E., Salistia, F., Arsyad, M. R., & Paramansyah, A. (2022). The Analysis of the Impact of Debt on the Indonesian Economy for the Period 1976-2021. ManBiz: Journal of Management and Business, 1(1), 1-18.
[14] Norman, E., Paramansyah, A., Utami, W., & Aminah, S. (2022). SWOT Analysis as a Strategy for Madrasah Principals in Realizing Academic Madrasah. Al Tanzim: Jurnal Manajemen Pendidikan Islam, 6(02), 520-530.
[15] Paramansyah, A., Hamzah, H., Putra, R. P., Direja, A. H. S., & Zamakhsari, A. (2023). The Impact of Parents Training Program for the Psychosocial Development of Autism Spectrum Disorder Students. Journal on Education, 6(1), 6147-6154.
[16] Dharta, F. Y., & Chaerudin, D. R. (2023, June). Using Digital Marketing Communications to Boost SMEs’ Local Economic Growth in Karawang Regency. In ICEMBA 2022: Proceedings of the International Conference on Economic, Management, Business and Accounting, ICEMBA 2022, 17 December 2022, Tanjungpinang, Riau Islands, Indonesia (p. 101). European Alliance for Innovation.
[17] Hos, J., Kusujiarti, S., Jumintono, Upe, A., Arsyad, M., Hasniah, ... & Natanson, J. (2022). Conflict Management in Multiethnic Communities: a Case Study in Southeast Sulawesi, Indonesia. Journal of International Migration and Integration, 23(4), 1963-1985.
[18] Bakri, A. A., Wandanaya, A. B., Violin, V., & Fauzan, T. R. (2023). The Application of UTAUT Modified Model to Analyze the Customers Use Behavior of Shopee Paylater. Jurnal Sistim Informasi dan Teknologi, 96-101.
[19] Sutrisno, S., Wulandari, W., Violin, V., Supriyadi, A., & Tawil, M. R. (2023). Prioritization of the Best Online Platform for MSMEs Using Simple Additive Weighting Method. Journal on Education, 5(3), 10265-10275.
[20] Violin, V. (2022). Influence Leadership, Competence and Motivation To Performance Employee Service Health Regency Bay Bintuni West Papua Province. J. Adm. J. Pemikir. Ilm. dan Pendidik. Adm. Perkantoran, 9(2), 305-310.
[21] Norman, E., Paramansyah, A., & Abdan, M. S. (2022). The Role of Organizational Culture in the Effectiveness of School Organizations. Da'watuna: Journal of Communication and Islamic Broadcasting, 2(3), 254-269.
[22] Violin, V., Hasan, S., & Sufri, M. (2022). Pengaruh Konsep Low-Cost Carrier dan Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan pada Maskapai Lion Airlines di Indonesia. Journal of Management Science (JMS), 3(1), 150-160.
[23] Turyadi, I., Zulkifli, Z., Tawil, M. R., Ali, H., & Sadikin, A. (2023). The Role Of Digital Leadership In Organizations To Improve Employee Performance And Business Success. Jurnal Ekonomi, 12(02), 1671-1677.
[24] Hendriyanto, D., Setiamika, M., & Primadewi, N. (2020). The effect of Ginkgo biloba against ototoxic hearing loss on advanced stage undifferentiated nasopharyngeal carcinoma receiving cisplatin chemotherapy. INTERNATIONAL JOURNAL OF NASOPHARYNGEAL CARCINOMA, 2(02), 44-46.
[25] Nurcahyo, V. E., & Hendriyanto, D. (2020). The depression level effect on the QOL of patients with obstructive sleep apnea syndrome. Oto Rhino Laryngologica Indonesiana (ORLI), 50(2), 135-40.
[26] Haddar, G. A. H., Hendriyanto, D. ., Munandar, H. ., Kelibia, M. U. ., & Muhammadiah, M. . (2023). ANALYSIS OF THE EFFECTIVENESS OF PROJECT STEAM-BASED LEARNING MODEL TO IMPROVE STUDENTS’ CRITICAL THINKING SKILLS. Community Development Journal : Jurnal Pengabdian Masyarakat, 4(5), 10519–10525.
[27] Hendriyanto, D., & Helmi, H. Protective role of Nigella sativa oil against cisplatin-induced ototoxicity: a literature review. Journal of the Medical Sciences (Berkala Ilmu Kedokteran), 55(2).
[28] Suriadi, S., Rafid, M., Zulkifli, Z., Abdurohim, A., & Damirah, D. (2023). The Influence of Organizational Culture, Work Environment and Work Discipline on Job Satisfaction of Teachers at Boarding School. Journal on Education, 5(4), 14777-14781.
[29] Aziz, F., Mayasari, N., Sabhan, S., Zulkifli, Z., & Yasin, M. F. (2022). The Future of Human Rights in the Digital Age: Indonesian Perspectives and Challenges. Journal of Digital Law and Policy, 2(1), 29-40.
[30] Nursanti, S., Dharta, F. Y., Chaerudin, C., Syam, S. P., & Purnama, R. N. (2022). Generation z's perceptions of health information about the Covid-19. Jurnal Studi Komunikasi, 6(2), 587-602.
[31] Siswanto, A., Pratiwi, R., Rokhmawati, D., & Dharta, F. Y. (2023). Analysis Of Determinant Factors Employee Performance Of Directorate General Of Intellectual Property Rights Republic Of Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2493-2498.
[32] Violin, V. (2019). PENGARUH HARGA POKOK PRODUKSI TERHADAP VOLUME PENJUALAN PADA PT. SEMEN BOSOWA MAROS. Jurnal Bisnis dan Kewirausahaan, 8(2).
[33] Nizar, M. A, “Financial Technology (Fintech): Concept and Implementation in Indonesia,” Warta Fiskal, hal. 5-13, 2017.
[34] Dharta, F. Y., Prasetyo, H., & Dema, Y. (2021). Influence of attitude on online impulse buying: perspective on marketing communication. Jurnal Studi Komunikasi, 5(3), 729-745.
[35] Wibowo, T. S., Suhendi, D., Suwandana, I. M. A., Nurdiani, T. W., & Lubis, F. M. (2023). The Role Of Transformational Leadership And Organizational Culture In Increasing Employee Commitment. International Journal of Economics, Business and Accounting Research (IJEBAR), 7(2).
[36] Rony, Z. T., Lubis, F. M., & Rizkyta, A. (2019). Job shadowing as one of the effective activities in the promotion process creates quality managers. International Journal of Recent Technology and Engineering, 8(2), 388-396.
[37] Lubis, F. M. (2019). DIGITAL LEADERSHIP IN MANAGING WORK MOTIVATION OF MILLENIAL EMPLOYEES:(STUDY CASE: OIL AND GAS INDUSTRY IN INDONESIA). Asia Proceedings of Social Sciences, 4(2), 108-110.
[38] Lubis, F., Rony, Z., & Santoso, B. (2020, March). Digital leadership in managing employee work motivation (case study: oil and gas industry in Indonesia). In Proceedings of the 2nd International Conference on Social Sciences, ICSS 2019, 5-6 November 2019, Jakarta, Indonesia.
[39] Aryanto, T., Tukinah, U., Hartarini, Y. M., & Lubis, F. M. (2020). Connection of Stress and Job Satisfaction to Successful Organizational Stress Management: A Literature Review. International Journal of Advanced Engineering Research and Science, 7(11).
[40] Judijanto, L., Yakup, A. P., Rianto, J., Wahidhani, E. H., & Dharmawan, D. (2023). Analysis Of Fixed Financing, Profit Sharing Financing And Non Performing Financing On Profit Gain Of Banking Industries In Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2637-2642.
[41] Schrepp, M., Hinderks, A., & Thomaschewski, J, “Construction of a Benchmark for the User Experience Questionnaire (UEQ),” International Journal of Interactive Multimedia and Artificial Intelligence, pp. 40-44, 2017.
[42] Taghiloo, M., Ahgeli, M. A., & Rezaeinezha, M. R, “Mobile Based Secure Digital Wallet for Peer to Peer Payment System,” International Journal of UbiComp, 2020.