Application Design and Trust as Moderating Variables in the Relationship between E-Service Quality, Customer Satisfaction, and Customer Loyalty
DOI:
https://doi.org/10.54099/ijdms.v3i2.1889Keywords:
E-Service Quality, Application Design, Trust, Customer Satisfaction, Customer Loyalty, SEM-PLSAbstract
The increasing adoption of digital public services has encouraged organizations to enhance service quality, user experience, and system reliability through mobile-based applications. The JMO (Jamsostek Mobile) application developed by BPJS Ketenagakerjaan is one such innovation aimed at improving service accessibility for users. However, challenges related to system usability, performance, and user trust may influence overall satisfaction and loyalty. This study aims to examine the effect of e-service quality and price perception on customer satisfaction and customer loyalty, while also analyzing the moderating roles of application design and trust. A quantitative approach was employed using data collected from 400 active JMO users through an online questionnaire. The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results indicate that e-service quality, price perception, and trust have a positive and significant effect on customer satisfaction. In addition, e-service quality, customer satisfaction, trust, and application design significantly influence customer loyalty. Customer satisfaction also mediates the relationship between e-service quality and customer loyalty. Furthermore, application design and trust act as moderating variables that strengthen the relationship between customer satisfaction and customer loyalty. These findings highlight that improving service quality, enhancing application design, and strengthening user trust are essential strategies in increasing customer satisfaction and fostering long-term customer loyalty in digital public service applications.
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