Analysis of GoPay Application User Satisfaction Levels in DKI Jakarta

This study aims to analyse the level of user satisfaction of GoPay application users in DKI Jakarta. The research was conducted from September 2023 to July 2024, using a descriptive quantitative approach through a cross-sectional survey design. Data was collected using online questionnaires distributed via Google Forms to active GoPay users in DKI Jakarta, chosen due to the region's high e-wallet usage. The population consists of active GoPay users in DKI Jakarta, with the sample selected through non-probability sampling to represent this population. Data analysis was performed using SPSS 27, with statistical tests including standard deviation and t-tests conducted to evaluate the variability and significance of the responses. The results revealed significant variability in user satisfaction and reuse intention, with the highest standard deviation observed in the usefulness aspect. The findings indicate a diverse range of responses, suggesting varied user experiences and perceptions. The t-test results showed no significant differences in user satisfaction and intention to use, highlighting key factors influencing these metrics. The significance of these results lies in their potential application for improving e-wallet services. By understanding the diverse user experiences and identifying critical factors that affect satisfaction and reuse intentions, service providers can enhance their offerings to better meet user needs. This research contributes to the broader understanding of e-wallet user satisfaction, providing insights for future studies and practical implications for the fintech industry.