A Comparison on the Usability of Mobile e-Wallet Applications: GCash, Maya, Grabpay

Abstract

The use of digital e-wallets is prevalent in the Philippines as people intend to pay without using physical money or bank-issued cards. This study aims to determine the usability of GCash, Maya, and GrabPay and the satisfaction of its users. It also intends to determine the best e-wallet in terms of usability and satisfaction. An online survey was distributed through Google Forms to 165 e-wallet users wherein they answered a (1) System Usability Scale questionnaire and (2) a Satisfaction Rating questionnaire which were in Likert Scale form. Results show that the 3 e-wallets were significantly the same in overall design, content, and organization but differ in usability, overall functionality, and accessibility. GCash is the best in both usability (SUS Score = 80.55) and user satisfaction in terms of functionality and accessibility. Moreover, Maya and GrabPay were significantly lower in usability and functionality, and GrabPay was found to be the least accessible. It is recommended that Maya should mainly extend its features by not restricting those who do not have bank accounts or bank cards to make use of their services, while Grab should make great efforts on promoting their e-payment services by creating an independent application intended only for GrabPay.