Pengaruh E-Service Quality terhadap E-Satisfaction pada Pengguna Aplikasi Mobile

Keywords:

digital economy, e-service quality, e-customer satisfaction, mobile applications

DOI:

https://doi.org/10.33510/slki.2019.135-140

Abstract

Indonesia is one of the most internet and smartphone user countries in the world. The concept of digital economy began to emerge in the last decade of the 20th century. The digital economy includes extensive activities, and to support these activities, mobile applications are used, such as e-commerce mobile applications, and internet banking. This study uses qualitative research methods, the data sources of this study were obtained from literature. The data collection technique used is literature review. Data were analyzed by referring to qualitative data analysis techniques, by means of data reduction, data presentation, and conclusion drawing. The object of research in this study is mobile application users. The independent variable in this study is e-service quality (X), and the dependent variable in this study is e-satisfaction (Y). Based on the results of the research obtained, it was found that the e-service quality variable had a significant effect on e-satisfaction on service products, or intangible products. But in applications that provide tangible products or physical products, the mediating variable must be considered, such as experiential value.