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All Journal International Journal of Science and Society (IJSOC)
Agus Leonard Togatorop
Sekolah Tinggi Ilmu Pelayaran Jakarta, Indonesia
Materials Science & Nanotechnology Social Sciences

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The Influence of Mobile Application User Experience, Service Quality, and Social Interaction on Customer Satisfaction Quantitative Research in the Online Service Industry Syamsuddin; Agus Leonard Togatorop; Oktovianus Cristian Karubaba; M. Zainal Sholahuddin; Tri Budi Prasetya
International Journal of Science and Society Vol 6 No 3 (2024): International Journal of Science and Society (IJSOC)
Publisher : GoAcademica Research & Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/ijsoc.v6i3.1225

Abstract

This research aims to investigate the influence of User Experience, Service Quality, and Social Interaction on Customer Satisfaction in the online service industry. Quantitative methods with multiple linear regression testing were used to analyze data from 100 respondents who used online services. The results show that Social Interaction has a significant influence on Customer Satisfaction, while User Experience and Service Quality are not significant individually. When these variables are combined, they collectively influence Customer Satisfaction positively. These findings highlight the importance of strengthening social interactions in online platforms to increase customer satisfaction. The practical implications of this research suggest companies should focus on developing adequate social interactions to enhance customer experience and ensure the success of online service strategies.
Co-Authors M. Zainal Sholahuddin Oktovianus Cristian Karubaba Syamsuddin Tri Budi Prasetya