The Effect of Transaction Convenience and Application Features on User Satisfaction: The Moderating Role of Customer Engagement

Diachi Azli Anisah Azis (Universitas Bumigora)
Baiq Dinna Widyasti (Universitas Bumigora)
M. Chothibul Umam Assa’dy (Universitas Bumigora)
Stevany Hanalyna Dethan (Universitas Bumigora)
L. Jatmiko Jati (Universitas Bumigora)

Journal of Exploratory Dynamic Problems
Vol. 3 No. 4 (2026): Vol.3 No. 4 2026

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.