Factors on Mobile Application User Satisfaction in the Largest Indonesian Internet Service Provider (ISP)

Authors

  • Yashella Tirana Bina Nusantara University
  • Sfenrianto Bina Nusantara University

DOI:

https://doi.org/10.21512/commit.v17i2.8518

Keywords:

Mobile applications, User Satisfaction, Internet Service Provider (ISP)

Abstract

Many users complain about using the largest mobile Internet Service Provider (ISP) application in Indonesia, MyIndihome, such as difficulties in verifying, logging in, and changing cell phone numbers and emails. With these complaints, the satisfaction of the MyIndihome application users decreases. The research aims to determine the effect of information quality, system quality, service quality, ease of use, usefulness, and chatbot effectiveness on user satisfaction with MyIndihome. Chatbot effectiveness is a novelty of the research because it has not been studied in previous research. The research applies a quantitative approach. Then the sampling technique used is probability sampling, and the method is simple random sampling with 417 respondents. Data collection techniques are carried out by distributing online questionnaires, and the data are statistically processed with SmartPLS and analyzed by Structural Equation Model (SEM). After carrying out several stages of testing from validity tests, reliability tests, and structural models, the results show that information quality, system quality, ease of use, usability, and chatbot effectiveness have a significant effect on user satisfaction. However, the service quality has no effect. These results can help companies to increase user satisfaction with the MyIndihome application. They can increase the variables that influence user satisfaction with the MyIndihome application.

Dimensions

Plum Analytics

Author Biographies

Yashella Tirana, Bina Nusantara University

Information Systems Management Department, BINUS Graduate Program – Master of Information Systems Management

Sfenrianto, Bina Nusantara University

Information Systems Management Department, BINUS Graduate Program – Master of Information Systems Management

References

S. Kemp, “Digital 2021: The latest insights into the ‘state of digital’,” 2021. [Online]. Available: https://shorturl.at/qtC05

APJII, “Laporan survey Internet APJII 2019 - 2020,” 2020. [Online]. Available: apjii.or.id

A. Wilman and W. Sardjono, “Understanding factors determining the use of mobile apps by customer: Customer mobility as an extension construct of UTAUT2,” Journal of Theoretical and Applied Information Technology, vol. 100, no. 4, pp. 958–970, 2022.

Google Play, “My IndiHome.” [Online]. Available: https://play.google.com/store/apps/details?id=com.telkom.indihome.external&hl=en US&pli=1

N. Hill, J. Brierley, and R. MacDougall, How to measure customer satisfaction. Gower, 2003.

S. Petter, W. DeLone, and E. McLean, “Measuring information systems success: Models, dimensions, measures, and interrelationships,” European Journal of Information Systems, vol. 17, pp. 236–263, 2008.

W. H. DeLone and E. R. McLean, “The DeLone and McLean model of information systems success: A ten-year update,” Journal of Management Information Systems, vol. 19, no. 4, pp. 9–30, 2003.

R. Gaardboe, T. Nyvang, and N. Sandalgaard, “Business intelligence success applied to healthcare information systems,” Procedia Computer Science, vol. 121, pp. 483–490, 2017.

Mardiana and E. Hartati, “User satisfaction level on implementation of SISKEUDES application,” Journal of Physics: Conference Series, vol. 1500, pp. 1–6, 2020.

J. S. Mtebe and C. Raphael, “Key factors in learners’ satisfaction with the e-learning system at the University of Dar es Salaam, Tanzania,” Australasian Journal of Educational Technology, vol. 34, no. 4, pp. 107–122, 2018.

M. Alrwashdeh, A. Jahmani, B. Ibrahim, and H. Y. Aljuhmani, “Data to model the effects of perceived telecommunication service quality and value on the degree of user satisfaction and e-WOM among telecommunications users in North Cyprus,” Data in Brief, vol. 28, pp. 1–10, 2020.

J. W. Kang and Y. Namkung, “The information quality and source credibility matter in customers’ evaluation toward food O2O commerce,” International Journal of Hospitality Management, vol. 78, pp. 189–198, 2019.

C. G¨urkut and M. Nat, “Important factors affecting student information system quality and satisfaction,” EURASIA Journal of Mathematics, Science and Technology Education, vol. 14, no. 3, pp. 923–932, 2017.

S. W. Lee, H. J. Sung, and H. M. Jeon, “Determinants of continuous intention on food delivery apps: Extending UTAUT2 with information quality,” Sustainability, vol. 11, no. 11, pp. 1–15, 2019.

H. Zhao, “Information quality or entities’ interactivity? understanding the determinants of social network-based brand community participation,” Future Internet, vol. 11, no. 4, pp. 1–15, 2019.

R. Ariyanto, E. Rohadi, and V. A. Lestari, “The effect of information quality, system quality, service quality on intention to use and user satisfaction, and their effect on net benefits primary care application at primary health facilities in Malang,” in IOP Conference Series: Materials Science and Engineering, vol. 732. IOP Publishing, 2020, pp. 1–6.

R. Ilham and A. N. Fajar, “Investigating the successful of e-commerce marketplace system in Jabodetabek to increase consumer attractiveness and satisfaction of using the system,” Journal of Theoretical and Applied Information Technology, vol. 99, no. 19, pp. 4620–4632, 2021.

A. M. Baabdullah, A. A. Alalwan, N. P. Rana, H. Kizgin, and P. Patil, “Consumer use of mobile banking (m-banking) in Saudi Arabia: Towards an integrated model,” International Journal of Information Management, vol. 44, pp. 38–52, 2019.

R. R. Nelson, P. A. Todd, and B. H. Wixom, “Antecedents of information and system quality: An empirical examination within the context of data warehousing,” Journal of Management Information Systems, vol. 21, no. 4, pp. 199–235, 2005.

J. Ohliati and B. S. Abbas, “Measuring students satisfaction in using learning management system,” International Journal of Emerging Technologies in Learning (Online), vol. 14, no. 4, pp. 180–189, 2019.

A. Tahar, H. A. Riyadh, H. Sofyani, and W. E. Purnomo, “Perceived ease of use, perceived usefulness, perceived security and intention to use e-filing: The role of technology readiness,” The Journal of Asian Finance, Economics and Business (JAFEB), vol. 7, no. 9, pp. 537–547, 2020.

J. McCreery, K. Mackintosh, N. Cox, and M. Mc-Narry, “Cronfa-swansea university open access repository,” Parenting, vol. 1, no. 2, pp. 1–7.

A. M. Rawashdeh, M. B. Elayan, W. Alhyasat, and M. D. Shamout, “Electronic human resources management perceived usefulness, perceived ease of use and continuance usage intention: The mediating role of user satisfaction in Jordanian hotels sector,” International Journal for Quality Research, vol. 15, no. 2, pp. 679–696, 2021.

D. Nugraheni and S. Bayastura, “Analysis of factors that influence satisfaction and usefulness for attendance system with the delone & mclean model (case study: attendance system at diponegoro university),” Journal of Physics: Conference Series, vol. 1943, pp. 1–11, 2021.

B. Hadji and P. Degoulet, “Information system end-user satisfaction and continuance intention: A unified modeling approach,” Journal of Biomedical Informatics, vol. 61, pp. 185–193, 2016.

H. Liu, H. Peng, X. Song, C. Xu, and M. Zhang, “Using AI chatbots to provide self-help depression interventions for university students: A randomized trial of effectiveness,” Internet Interventions, vol. 27, pp. 1–8, 2022.

K. F. Ho, C. H. Ho, and M. H. Chung, “Theoretical integration of user satisfaction and technology acceptance of the nursing process information system,” PLoS One, vol. 14, no. 6, pp. 1–14, 2019.

W. H. DeLone and E. R. McLean, “Information systems success: The quest for the dependent variable,” Information Systems Research, vol. 3, no. 1, pp. 60–95, 1992.

S. Greenland, “Valid p-values behave exactly as they should: Some misleading criticisms of pvalues and their resolution with s-values,” The American Statistician, vol. 73, no. Sup1, pp. 106–114, 2019.

W. C. Black, B. J. Babin, and R. E. Anderson, Multivariate data analysis: A global perspective. Pearson, 2010.

G. Di Leo and F. Sardanelli, “Statistical significance: P value, 0.05 threshold, and applications to radiomics–Reasons for a conservative approach,” European Radiology Experimental, vol. 4, no. 1, pp. 1–8, 2020.

A. Noudoostbeni, K. Kaur, and H. S. Jenatabadi, “A comparison of structural equation modeling approaches with DeLone & McLean’s model: A case study of radio-frequency identification user satisfaction in Malaysian university libraries,” Sustainability, vol. 10, no. 7, pp. 1–16, 2018.

Downloads

Published

2023-09-08
Abstract 341  .
PDF downloaded 359  .