Gojek app: user comfort and accessibility. Explore Gojek app user comfort & accessibility in Indonesia. This study evaluates feature navigation, food delivery, and payment systems, finding high convenience but suggesting UX improvements.
This study aims to determine the level of customer comfort in accessing service features on the Gojek application. As a widely used digital platform in Indonesia, Gojek offers a variety of services that demand an easy-to-use interface and smooth accessibility. This research uses a qualitative method involving 20 resource person who are active Gojek users. Data was collected through open-ended interviews to explore users' experiences, challenges, and satisfaction in accessing service features such as transportation, food delivery, payment systems, and customer support. The results show that most users find the Gojek application generally convenient and intuitive, especially in terms of navigation and feature integration. However, a minority of users expressed difficulties in accessing certain functions, especially during system updates or when using older phone models. Practical implications suggest that while Gojek's interface design is largely effective, there is still room for improvement in optimizing the user experience for a wider demographic, especially those less familiar with digital technology. Improving system responsiveness and providing clearer guidance within the application can increase customer satisfaction and loyalty. This study contributes to the ongoing importance of user-centered design in mobile applications.
This study critically examines user comfort and accessibility within the Gojek application, a highly relevant topic given the platform's pervasive use in Indonesia. The authors effectively frame the research around determining the level of customer comfort with various service features, utilizing a qualitative methodology involving 20 active Gojek users. The strength of this approach lies in its ability to delve into nuanced user experiences through open-ended interviews across key service areas like transportation and food delivery. A key finding, and a significant contribution, is the general consensus that the Gojek application is largely convenient and intuitive, particularly concerning navigation and integrated features, underscoring the existing effectiveness of Gojek's interface design. While the study highlights Gojek's general strengths, it also importantly identifies areas requiring attention. A notable finding is the reported difficulties faced by a minority of users, particularly during system updates or when operating older phone models. This qualitative insight points to potential accessibility gaps that could impact a significant segment of Gojek's user base, especially considering the diverse technological landscape in Indonesia. While the sample size of 20 users provides rich qualitative data, it inherently limits the broader generalizability of these specific challenges. The abstract itself implicitly acknowledges this by suggesting room for improvement in optimizing user experience for a wider demographic, particularly those less familiar with digital technology, and in enhancing system responsiveness. Overall, this study makes a valuable contribution to the discourse on user-centered design in mobile applications by offering concrete insights into a widely used platform. The findings provide actionable practical implications for Gojek, suggesting that refining system responsiveness and providing clearer in-app guidance could significantly enhance customer satisfaction and loyalty. For future research, expanding upon these initial qualitative findings with larger-scale quantitative studies could offer a broader and more generalizable understanding of user challenges across different demographics and technological contexts. This paper serves as a strong foundation for continued efforts to ensure digital platforms are not only functional but also universally accessible and comfortable for all users.
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By Sciaria
By Sciaria
By Sciaria
By Sciaria
By Sciaria
By Sciaria