The Effect of Transaction Convenience and Application Features on User Satisfaction: The Moderating Role of Customer Engagement
Keywords:
Transaction Convenience, Features, User Satisfaction, Customer Engagement, Grab ApplicationAbstract
The study purpose was to examine the effect of transaction convenience and features on user satisfaction with the Grab application in Mataram City, with customer engagement as a moderating variable. This study focuses on understanding how the convenience of conducting transactions and the availability of application features contribute to user satisfaction, as well as whether customer engagement strengthens these relationships.
Materials and methods. This study employed a quantitative research approach. The respondents consisted of 140 Grab application users in Mataram City who were selected using purposive sampling based on predetermined criteria. Data were collected through questionnaires and analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach with SmartPLS 4. The analysis included the evaluation of the measurement model, structural model, direct effects, and moderating effects to assess the relationships among the research variables.
Results. The findings indicate that transaction convenience has a positive and significant effect on user satisfaction, with a coefficient of 0.341, a t-statistic of 3.420, and a p-value below 0.05. Features also have a positive and significant effect on user satisfaction, with a coefficient of 0.560, a t-statistic of 5.225, and a p-value below 0.05. Furthermore, customer engagement positively and significantly moderates the relationship between transaction convenience and user satisfaction, with an interaction coefficient of 0.163. Customer engagement also positively and significantly moderates the relationship between features and user satisfaction, with an interaction coefficient of 0.131 and a p-value of 0.042.
Conclusions. Transaction convenience and application features are important factors in improving Grab user satisfaction. Customer engagement strengthens both relationships, highlighting the importance of maintaining convenient transaction processes, developing useful features, and fostering meaningful interactions with users.
References
Anggita, M., & Trenggana, A. F. M. (2020). Pengaruh customer engagement dan e-service quality terhadap niat beli ulang dengan kepuasan pelanggan sebagai variabel mediator Tiket.com. ProBank: Jurnal Ekonomi dan Perbankan, 5(1), 83–99. https://doi.org/10.36587/probank.v5i1.570
Andyani, S. A., & Turay, T. (2025). Pengaruh fitur keamanan, kemudahan penggunaan dan kualitas pelayanan terhadap kepuasan pengguna aplikasi DANA. Journal of Business Economics and Management, 1(3), 884–892. https://jurnal.globalscients.com/index.php/jbem/article/view/365
Khotijah, D., & Yunita, R. (2024). Pengaruh fitur BSI Mobile dan kemudahan bertransaksi terhadap kepuasan nasabah di BSI KC Madiun Agus Salim. Wadiah: Jurnal Perbankan Syariah, 8(1), 57–83. https://doi.org/10.30762/wadiah.v8i1.565
Khusna, K. M., & Khoiriawati, N. (2023). Pengaruh fitur layanan, kemudahan dan efisiensi terhadap kepuasan pengguna aplikasi Muamalat DIN. Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 5(6), 2749–2766. https://doi.org/10.47467/alkharaj.v5i6.3625
Ferdinand, A. (2014). Metode penelitian manajemen: Pedoman penelitian untuk penulisan skripsi, tesis, dan disertasi ilmu manajemen (5th ed.). Badan Penerbit Universitas Diponegoro. https://digilib.ipti.ac.id/?id=287&p=show_detail
Ghozali, I., & Kusumadewi, K. A. (2023). Partial least squares: Konsep, teknik dan aplikasi menggunakan program SmartPLS 4.0 untuk penelitian empiris. Yoga Pratama. ISBN 978-602-0896-80-9.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433. https://doi.org/10.1007/s11747-011-0261-6
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Journal of Exploratory Dynamic Problems
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
