EVALUASI KUALITAS SYSTEM APLIKASI E-WALLET UNTUK GO-PAY, OVO, DAN DANA (Studi Kasus Pada Pengguna Go-Pay, OVO dan Dana di Wilayah DKI Jakarta)

Abstract

Lifia Augita Putri, 103117068. Evaluation of the Quality of the E-Wallet Application System for Go-Pay, OVO, and Funds (Case Study on Go-Pay, OVO and Fund Users in the DKI Jakarta Area). Changes in people's lifestyles led to changes in the method of payment, from cash to non-cash. This has led to the emergence of various companies that issue products in the form of e-wallets. This study aims to evaluate the quality of the three well-known e-wallets in Indonesia. Go-Pay is one of the e-wallets with the largest number of users in Indonesia. This quality evaluation uses Garvin theory from (Foster , 2017) using 8 dimensions, namely: Performance, Feature, Reliability, Conformance, Durability, Serviceability, Aesthetic, and Perceived Value. The data processing method in this study uses the Quality Function Deployment (QFD) method using 17 attributes that have been tested for validity, reliability testing and importance performance analysis (IPA). The results of the IPA show that there is a positive GAP value and a negative GAP value. The GAP value can explain the fulfillment of consumer expectations. On the technical characteristics, there is the highest technical importance rating and the highest relative weight value, namely product experience, which is an attribute that has a high priority level.

Keywords: Product quality, e-wallet, Go-Pay, Quality Function Deployment (QFD)