Analisis Pengaruh e-Service Quality, Sense of Belonging dan User Satisfaction terhadap Intention to Use Aplikasi Discord
Year: 2025
Type: article
Study design: Observational Study
Abstract: Discord is a digital community application that has many interesting features for cross-distance collaboration between users. However, low levels of service, such as lack of help features for using the application, security or privacy factors that have not been guaranteed can cause someone to not want to use the platform. This study aims to determine the effect of e-service quality and sense of belonging on user satisfaction and intention of use of an Indonesian Discord community server. Data in the form of questionnaires from 373 Discord users have been evaluated using Structural Equation Modeling (SEM). The results of the study show that the constructs of e-service quality and sense of belonging have a positive and significant relationship to user satisfaction and intention to use. Website design is the strongest predictor of overall e-service quality, while fulfillment has no significant effect. The low influence of fulfillment is due to the lack of application help features, so fast interaction support and administrator alertness are needed in dealing with user problems
Authors: Timoty Des Christian, Setiabudi Sakaria
Institution: Universitas Bhinneka Nusantara
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4409903755