The Application of Delone and Mclean Framework to Analyze the Relationship Between Customer Satisfaction and User Experience of Mobile Application

Abstract

This study aims to determine how much user satisfaction is based on the influence of the user experience of e-commerce applications using the modified DeLone & McLean model by adding perceived utilitarian and perceived hedonic variables as the main dimensions representing the IT user experience. The population of this research is users of e-commerce applications as buyers using the purposive sampling technique. While data analysis uses the PLS-SEM approach with the help of SmartPLS. The study's findings show that while perceived utilitarianism and service quality have little bearing on user satisfaction, perceived hedonistic behavior, system quality, and information quality do. Three of the many hypotheses that were put forth and rejected were: the influence of service quality on user contentment and use, and the influence of perceived utilitarianism on user satisfaction.

Factors Affecting the Intention to Use Mobile Commerce in Malaysia: An Integration of TAM and IS Success Model

“…However, this negative influence is not statistically significant (β = -0.004, p = 0.937). This result is consistent with Vo and Wu (2022); Nani and Lina (2022); Setiadi et al (2023) who found that information has a negative and insignificant relationship with intention to use mobile commerce. However, the finding contradicts the results of previous studies such as Pang & Ruan (2023) 2023) who all found a significant relationship between information quality and intention.…”

“…Han et al (2023) focused on cross-border e-commerce, whereas Camilleri et al (2023) research centered on travel apps. Yoo et al (2023); Setiadi et al (2023) discovered that information quality, among other criteria, considerably impacts purchase intention in mobile commerce. Rahardja et al (2023); Kumari and Biswas (2023) studied how information quality affects user emotions and satisfaction, which then affects continuance intention.…”

Analysis of E-Commerce User Acceptance of Technology-Based Loan Application Features Using The UTAUT Model

“…Trust and convenience can influence the decision to make an online purchase [9] [10]. Business founders are competing to utilize technology to gain profit and customer loyalty because customers get easy access to making online payments, one of which is encouraged by financial technology services to increase e-commerce transactions [11]. One of the innovations in providing e-commerce convenience is collaboration with technological financial services, commonly referred to as fintech, to facilitate e-commerce purchases without using a debit card [12] [13].…”