The Influence of Application Features and Application Usage on User Satisfaction: The Mediating Role of Transaction Convenience among Kopi Kenangan Mobile Application Users in South Jakarta

Abstract

This study examines the influence of application features and application usage on user satisfaction, with transaction convenience serving as a mediating variable among users of the Kopi Kenangan mobile application in South Jakarta. The study aims to investigate how application-related factors contribute to user satisfaction through transaction convenience. A quantitative approach was employed using survey data collected from 200 respondents who had previously conducted transactions through the application. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The results indicate that application features, application usage, and transaction convenience significantly affect user satisfaction. Furthermore, transaction convenience significantly mediates the relationships between application features, application usage, and user satisfaction. These findings highlight the importance of optimizing mobile application performance to enhance customer satisfaction in the digital food and beverage industry.