A Comparative Analysis of User Experience Between the DANA and GoPay Mobile Applications Using the User Experience Questionnaire (UEQ)

Abstract

This study aims to analyze and compare the quality of the user experience provided by the two most popular digital wallet applications in Indonesia, DANA and GoPay. A quantitative comparative approach was employed by distributing the User Experience Questionnaire (UEQ) to active respondents who regularly use both platforms. User experience was systematically evaluated using the six UEQ dimensions to objectively assess both pragmatic and hedonic quality. The findings indicate that both applications achieved positive evaluations, with mean scores exceeding the recommended UEQ benchmark across all dimensions. GoPay demonstrated superior performance in the pragmatic quality dimensions, particularly Efficiency and Dependability, reflecting its stable transaction infrastructure and efficient payment processes. In contrast, DANA outperformed GoPay in the hedonic quality dimensions, especially Stimulation and Novelty, owing to its dynamic user interface and the successful integration of interactive gamification features. The study concludes that pragmatic quality plays a more influential role in shaping users' overall impressions of GoPay, whereas DANA's strength lies in delivering a more engaging and innovative user experience that supports long-term user retention. These findings provide practical insights for digital wallet developers seeking to optimize interaction design by balancing pragmatic and hedonic aspects of user experience