The Usability Evaluation of the Digital Wallet in Indonesia Based on ISO 9241-11

Abstract

The existence of the digital wallet (e-wallet) application makes online buying and selling transactions easier. Therefore, e-wallet products are rapidly growing in Indonesia along with the high penetration of smartphones. In 2021, smartphone user penetration reached 70% of the total population of Indonesia. This study aims to determine whether application users choose digital wallet based on usability or other factors. The research used a questionnaire as a research instrument. The questionnaire distributed consisted of 25 questions grouped into four variables based on ISO 9241-11, namely effectiveness, efficiency, satisfaction, and usability. After the distribution of the questionnaires, the data results are obtained and then will be analyzed using the PLS (partial least square) technique with the SmartPLS tool and will later provide recommendations for improvements following the SALUTA method (scenario-based architecture level usability analysis).