FinTech E-Commerce Payment Application User Experience Analysis during COVID-19 Pandemic

Leon A. Abdillah


Application of information technology in the era of big data and cloud computing has led to the trend of electronic payments through financial technology, or FinTech. One of the most popular FinTech applications in Indonesia is Go-Pay in the Gojek start-up application. This research will analyze how the FinTech Go-Pay user experience both for transactions on Gojek and at merchants that collaborate with Gojek. User Experience (UX) is analyzed using the User Experience Questionnaire which consists of 6 (six) variables (Attractiveness, Perspicuity, Efficiency, Dependability, Stimulation, and Novelty). Total data collected amounted to 258. After analyzing the calculation results, the mean scores are obtained in the following order: Efficiency, Perspicuity, Stimulation, Attractiveness, Dependability, and Novelty. Then when compared with benchmark data the following sequence is obtained: Efficiency, Perspicuity, Stimulation, Attractiveness, Dependability, and Novelty. Overall the Go-Pay service is efficient and perspicuity, but the Go-Pay service needs to improve its novelty.


Cloud Computing, COVID-19, FinTech, Go-Pay, Online Transportation

Full Text:



L. A. Abdillah, A. A. Rofiq, and D. E. Indriani, “Information Technology Utilization in Environmentally Friendly Higher Education,†in Proceedings of the Built Environment, Science and Technology International Conference (BEST ICON 2018), 2020, pp. 350–355.

WHO, “WHO Director-General’s remarks at the media briefing on 2019-nCoV on 11 February 2020,†2020. [Online]. Available:

A. E. Gorbalenya et al., “The species Severe acute respiratory syndrome-related coronavirus: classifying 2019-nCoV and naming it SARS-CoV-2,†Nat. Microbiol., vol. 5, no. March, 2020.

L. A. Abdillah, “Stigma Terhadap Orang Positif COVID-19,†in Pandemik COVID-19: Antara Persoalan dan Refleksi di Indonesia, Medan: Yayasan Kita Menulis, 2020.

We Are Social, “Data in 2020: Global Digital Overview,†2020. [Online]. Available:

S. O’Dea, “Number of smartphone users worldwide from 2016 to 2021,†2020. [Online]. Available:

Statista, “Internet user penetration in Indonesia from 2017 to 2023.,†2019. [Online]. Available:

A. Labrinidis and H. V. Jagadish, “Proceedings of the VLDB Endowment,†in Proceedings of the VLDB Endowment, 2012, vol. 5, pp. 2032–2033.

I. A. T. Hashem, I. Yaqoob, N. B. Anuar, S. Mokhtar, A. Gani, and S. Ullah Khan, “The rise of ‘big data’ on cloud computing: Review and open research issues,†Inf. Syst., vol. 47, pp. 98–115, 2015.

Fikri, L. A. Abdillah, and E. Apriyani, “Perancangan Teknologi Cloud Untuk Penjualan Online Kain Songket Palembang,†in Seminar Nasional Sistem Informasi Indonesia ke-8 (SESINDO2015), 2015.

L. A. Abdillah, “Analisis Aplikasi Mobile Transportasi Online Menggunakan User Experience Questionnaire pada Era Milenial dan Z,†JSINBIS (Jurnal Sist. Inf. Bisnis), vol. 9, no. 2, pp. 204–211, Nov. 2019.

L. A. Abdillah, A. A. Rofiq, and D. E. Indriani, “Information Technology Utilization in Environmentally Friendly Higher Education,†in Proceedings of the Built Environment, Science and Technology International Conference 2018, 2018, pp. 350–355.

L. A. Abdillah, “An Overview of Indonesian Fintech Application,†1st Int. Conf. Commun. Inf. Technol. Youth Study, pp. 8–16, 2019., “Change The World 2019,†Fortune Media IP Limited, 2019. [Online]. Available:

A. N. Istiyana and D. Triana, “The Effect of Trust to Users To Use Go-Pay And Grab-Pay As Payment Method,†in International Conference on Ethics of Business, Economics, and Social Science (ICEBESS 2018), 2019, vol. 313, pp. 8–14.

Y. Huwaydi and S. F. Persada, “Analisis Deskriptif Pengguna Go-Pay di Surabaya,†J. Tek. ITS, vol. 7, no. 1, pp. A55–A59, 2018.

S. Purwanto, S. Hartini, and G. C. Premananto, “The Development and Testing of Technology Acceptance Models for Consumers towards the Intention to Use E-Wallet,†vol. 14, no. 1, pp. 27–42, 2019.

T. M. Kesumastuti, “International Journal of Multicultural and Multireligious Understanding The Process of Adoption Interest in Using Digital Wallet in Central Jakarta ( Case Study on Go-Pay Users ),†vol. 7, no. 2, pp. 277–286, 2020.

T. Oktaviana, L. Y. Syah, and L. A. Abdillah, “Analisis Aplikasi Gojek dengan Menggunakan Metode Usability,†in Seminar Nasional Teknologi Informasi dan Komunikasi ke-8 (SEMNASTIK2016), 2016, pp. 141–146.

C. Wulandari, L. Y. Syah, and L. A. Abdillah, “Analisa Tingkat Kepuasan Layanan TI ( Studi Kasus Pada Aplikasi Gojek ),†in Seminar Nasional Teknologi Informasi dan Komunikasi ke-8 (SEMNASTIK2016), 2016, pp. 7–12.

M. Al Satrio, L. A. Abdillah, and A. Syazili, “Aplikasi Presensi Mahasiswa dengan Menggunakan QR Code Berbasis Android pada Universitas Bina Darma,†Semin. Has. Penelit. Ilmu Komput. Ke-2, 2017.

J. Schrepp, Martin; Hinderks, Andreas; Thomaschewski, “Konstruktion einer Kurzversion des User Experience Questionnaire,†Mensch und Comput., pp. 255–259, 2017.

M. Schrepp and J. Thomaschewski, “Design and Validation of a Framework for the Creation of User Experience Questionnaires,†Int. J. Interact. Multimed. Artif. Intell., vol. 5, no. 7, p. 88, 2019.

B. Laugwitz, T. Held, and M. Schrepp, “Construction and evaluation of a user experience questionnaire,†Lect. Notes Comput. Sci. (including Subser. Lect. Notes Artif. Intell. Lect. Notes Bioinformatics), vol. 5298 LNCS, pp. 63–76, 2008.

I. Rowlands, D. Nicholas, B. Russell, N. Canty, and A. Watkinson, “Social media use in the research workflow,†Learn. Publ., vol. 24, no. 3, pp. 183–195, 2011.

L. A. Abdillah, “Ujian Online Mahasiswa Ilmu Komputer Berbasis Smartphone,†Semin. Nas. Ris. Ilmu Komput. Ke-2, pp. 116–123, 2016.

A. Dix, J. Finlay, G. D. Abowd, and R. Beale, Human–computer interaction. Harlow, Essex: Pearson Education Limited., 2004.

L. A. Abdillah, “Human-Computer Interaction,†2018. [Online]. Available:

I. S. MacKenzie, Human-computer interaction: An empirical research perspective. Waltham, MA, USA: Newnes, 2013.

G. J. Kim, Human–Computer Interaction Fundamentals and Practice Click here to order Human–Computer Interaction: Fundamentals and Practice. Boca Raton, FL, USA: Taylor & Francis Group, LLC, 2018.

L. A. Abdillah, “Research Methods,†2014. [Online]. Available:

C. R. Kothari, Research Methodology: Methods and Techniques, 2nd ed. New Delhi, India: New Age International (P) Ltd., Publishers, 2004.

M. Berndtsson, J. Hansson, B. Olsson, and B. Lundell, Thesis Projects: A Guide for Students in Computer Science and Information Systems. London: Springer-Verlag London Limited, 2008.

L. A. Abdillah, “Model Transaksi Keuangan Perdagangan Elektronik (E-Commerce Financial Transaction Model),†in Perdagangan Elektronik: Berjualan di Internet (Electronic Commerce: Selling on the Internet), Medan: Yayasan Kita Menulis, 2020.

Bank Indonesia, “Peraturan Anggota Dewan Gubernur Nomor 21/ 18 /PADG/2019 Tentang Implementasi Standar Nasional Quick Response Code Untuk Pembayaran.†Bank Indonesia, Jakarta, Indonesia, 2019.

Gojek, “Scan Pakai GoPay di QRIS, Kode QR dari Bank Indonesia,†2020. [Online]. Available:



  • There are currently no refbacks.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.