The role of usability in business-to-customer digital transactions on multiservice platforms of Indonesian e-money providers

The rapid development of internet technology has also provided social changes, one of which is e-payment as a paying feature. E-payment is growing and increasingly being used by Indonesians to make transactions in the form of both cards (e-money) and applications (e-wallets). Gojek and Grab are multiservice platform companies in Indonesia that use e-money as one of their payment features. The ease of use is one of the main factors in consumer acceptance of e-payments. This study aims to assess the ease of use, especially concerning payments using electronic money on mobile phone applications. Gojek and Grab both use e-money as their payment system; Gojek uses Gopay while Grab uses OVO. Based on the usability metric calculation results, it can be seen that OVO’s value always gets higher than Gopay. OVO excels in the influential factor, but Gopay’s usability value for the learnability aspect is bette