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All Journal MANAJEMEN DEWANTARA
Sagita Anum Miswari, Dewi
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Economics, Econometrics & Finance

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PENGARUH USER INTERFACE DAN PERCEIVED VALUE TERHADAP CUSTOMER SATISFACTION MELALUI CUSTOMER EXPERIENCE PADA PENGGUNA PLATFORM SPOTIFY Sagita Anum Miswari, Dewi; Nurul Huda
MANAJEMEN DEWANTARA IN PRESS (2026)
Publisher : Universitas Sarjanawiyata Tamansiswa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30738/md.v10i1.21700

Abstract

Advancements in technology and the internet have transformed music distribution, and digital streaming services have changed the way people enjoy music. This study aims to analyze the influence of user interface and perceived value on customer satisfaction, mediated by customer experience, among users of the Spotify platform in Indonesia. This study employed a quantitative approach using an online questionnaire survey distributed to 160 respondents who were Spotify users aged 17–30 years in Indonesia. The sampling technique used was purposive sampling, and data were analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method with the assistance of SmartPLS 4.0 software. The results indicate that user interface and perceived value have a positive and significant effect on customer satisfaction. The mediation analysis shows that customer experience significantly mediates the relationship between user interface and customer satisfaction. These findings reinforce that user experience plays a crucial role in creating customer satisfaction on digital platforms such as Spotify. This study is expected to provide theoretical contributions to the development of digital marketing research.
Co-Authors Nurul huda