User Experience for the PayPal Application Using the User Experience Questionnaire (UEQ) Method: A Case Study in Pagar Alam

Authors

  • Imam Zada Ainullah Department of Information System, Univ. Sriwijaya, Indonesia
  • Muhammad Husni Syahbani Department of Information System, Univ. Sriwijaya, Indonesia
  • Dwi Rosa Indah Department of Information System, Univ. Sriwijaya, Indonesia

DOI:

https://doi.org/10.31848/jesii.v4i1.4413

Keywords:

evaluation, user experience, PayPal, Digital Wallet, user experience questionnaire

Abstract

Digital transformation and financial inclusion have driven the increased use of digital wallets and online transactions, PayPal as one of the largest digital payment services. However, the user responses to the quality of PayPal's systems and services are still diverse. This study aims to evaluate the user experience of the PayPal application version 8 using the User Experience Questionnaire (UEQ) method. The results showed that PayPal scored very well in attractiveness with a score of 1.82, efficiency (1.67), dependability (1.66), stimulation (1.78), and novelty (1.61), and it placed PayPal above 75% of the similar apps. Even though clarity, with a score of 1.72, was rated "Above Average", it indicated that 25% of other apps were performing better. As a result, this aspect still needed attention. Overall, PayPal offered a positive user experience particularly in attractiveness and efficiency, but improvements to clarity were still needed. In addition, further evaluation is still needed because the scope of this research only covered the city of Pagaralam.

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Published

2026-06-30

How to Cite

Imam Zada Ainullah, Muhammad Husni Syahbani, & Dwi Rosa Indah. (2026). User Experience for the PayPal Application Using the User Experience Questionnaire (UEQ) Method: A Case Study in Pagar Alam. JESII: Journal of Elektronik Sistem InformasI, 4(1), 1–12. https://doi.org/10.31848/jesii.v4i1.4413

Issue

Vol. 4 No. 1 (2026): Journal of Elektronik Sistem InformasI - JESII (JUNE)

Section

Articles

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Copyright (c) 2026 Imam Zada Ainullah, Muhammad Husni Syahbani, Dwi Rosa Indah

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