ANALISIS KUALITAS APLIKASI E-WALLET GOPAY MENGGUNAKAN METODE WEBQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

• RIZKY HERMAWAN
• 2026

---

The rapid development of digital payment technology has made e-wallets a primary choice for society, with GoPay leading the market in Indonesia. This study aims to analyze the quality of the GoPay application based on user perceptions and expectations using the WebQual 4.0 method and Importance Performance Analysis (IPA). Data were collected through questionnaires distributed to 100 active GoPay users. The analysis results show a gap value (GAP) of -0.08, indicating that the overall performance has not fully met user expectations. Based on the IPA Cartesian diagram, there are three main priority attributes in Quadrant A that need immediate improvement: ease of use, clarity of interaction, and navigation ease. Meanwhile, eight attributes in Quadrant B must be maintained as they successfully meet high user importance with high performance.

• E-Wallet
• GoPay
• WebQual 4.0
• Importance Performance Analysis.

https://repository.bsi.ac.id/repo/80744/ANALISIS-KUALITAS-APLIKASI-E-WALLET-GOPAY-MENGGUNAKAN-METODE-WEBQUAL-DAN-IMPORTANCE-PERFORMANCE-ANALYSIS-(IPA)
File full-text dikunci.