Analysis of Trust, Service Quality, The Role of Digitalization, on User Satisfaction

Dian Pratamaningrum, Budhi Cahyono

Abstract


This study examines trust, service quality, and the role of digitalization on user satisfaction (a case study of Wondr by BNI app users in Semarang). This study uses a quantitative approach by distributing questionnaires using a Google Form link. The research informants comprised of Wondr by BNI app users in Semarang. Analysis was conducted using the Smart PLS application, which processed data to answer various hypotheses in this study. Trust influences user satisfaction. Service quality influences user satisfaction. Trust and the role of digitalization jointly influence user satisfaction. Service quality and the role of digitalization jointly influence user satisfaction. The role of digitalization moderates trust on user satisfaction. The role of digitalization moderates service quality on user satisfaction.


Keywords


Role of Digitalization; Service Quality; Trust; User Satisfaction.

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References


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DOI: http://dx.doi.org/10.30659/jrbi.v23i1.51521

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