Articles

The Effect of E-Trust, E-Service Quality, and Brand Image on Traveloka Application User Satisfaction

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User satisfaction is a crucial factor in determining the sustainability and competitiveness of digital service platforms, particularly in the online travel industry. Increasing competition among online travel applications requires companies to continuously improve service quality, build user trust, and maintain a strong brand image. This study aims to analyze the effects of e-trust, e-service quality, and brand image on user satisfaction of the Traveloka application. A quantitative research approach was employed using a survey method, with 100 Traveloka application users as the research sample, selected through purposive sampling. Data were collected using structured questionnaires and analyzed using multiple linear regression analysis. The results of the instrument tests indicate that all measurement items are valid and reliable. The findings reveal that e-trust has a positive and significant effect on user satisfaction, e-service quality has a positive and significant effect on user satisfaction, and brand image also has a positive and significant effect on user satisfaction. These results suggest that higher levels of trust, superior electronic service quality, and a positive brand image play an important role in enhancing user satisfaction with the Traveloka application. This study emphasizes the importance for online travel service providers to strengthen user trust, improve digital service performance, and maintain a strong brand image in order to increase user satisfaction and sustain competitive advantage in the digital marketplace.

Analysis of The Usage of The Shopee Live Streaming Application, The Effectiveness of Promotion on Customer Repurchase Decisions Mediated by User Satisfaction

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This study investigates the impact of live streaming, promotion effectiveness, and user satisfaction on customers’ repurchase decisions, based on data from 105 respondents through an online questionnaire. The analysis focuses on both direct and mediated effects, with quantitative methods applied.

The results reveal that live streaming significantly enhances user satisfaction (p-value = 0.000), but does not have a direct effect on repurchase decisions (p-value = 0.084). Promotion effectiveness, while not significantly impacting user satisfaction (p-value = 0.103), does have a significant influence on repurchase decisions (p-value = 0.032).

User satisfaction plays a crucial role in driving repurchase decisions (p-value = 0.038) and mediates the effect of live streaming on repurchase behavior (p-value = 0.049). In contrast, promotion effectiveness does not significantly influence repurchase decisions through user satisfaction (p-value = 0.184).

This study underscores the importance of user satisfaction as a key mediator in encouraging repurchase behavior. E-commerce platforms should enhance the engagement and familiarity of live streaming, ensuring it aligns with users’ shopping habits. Moreover, promotional strategies must be tailored to customer expectations in order to increase satisfaction and reduce disappointment. By optimizing these aspects, platforms can better cultivate customer loyalty and drive repurchase decisions.

Battle of Bootcamp: Analyzing Factor Affecting Customer Satisfaction and Continuance Intention in Coding Bootcamp Industry Indonesia

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Indonesia should be ready to face the technological transformation to become Society 5.0. The technological expansion has fueled concerns traditional institutions will not be able to produce enough graduates with digital skills the economy demands. This has led to the emergence of Education technology (EdTech), particularly a new kind of vocational training namely Coding Bootcamps. This research is intended to explore the determinants of students’ satisfaction in Coding Bootcamp platform in Indonesia. Three independent variables were being analyzed which are User Behavior on Coding Bootcamp Program (UB), User Experience (UE), and User Motivation (UM) to User Satisfaction (SAT). Then, User Satisfaction tested as mediating variable between the three independent variables to Continuance Intention (CI). Single, Multiple Regression along with Sobel test were conducted to analyze 262 questionnaire participants. Research resulted Satisfaction is significantly predicted by UB & UE. Then, Satisfaction have a significant relationship with CI. In accordance to Sobel test result, SAT significantly mediate the relationship between UB & UM to CI. Motivation is not found to be a significant variable in this research. Bootcamp models, however, have the potential to disrupt higher education and fundamentally alter the nature of education and training if they are successful in meeting the customer needs.