SERVICE QUALITY, SATISFACTION, CONTINUOUS USAGE INTENTION, AND PURCHASE INTENTION TOWARD FREEMIUM APPLICATIONS: THE MODERATING EFFECT OF PERCEIVED VALUE
Dublin Core
Title
SERVICE QUALITY, SATISFACTION, CONTINUOUS USAGE INTENTION, AND PURCHASE INTENTION TOWARD FREEMIUM APPLICATIONS: THE MODERATING EFFECT OF PERCEIVED VALUE
Subject
service quality, perceived value, satisfaction, intention.
Description
This study aimed to analyze factors that could influence continuous usage intention on freemium applications and purchase intention of premium services among students. Non-probability purposive
sampling was used to determine the respondent. The criteria for the sample for this study were students who used freemium applications. Data were analyzed using Partial Least Square. The
results confirmed that only reliability and responsiveness positively impacted customer satisfaction among the service quality dimensions, while assurance and empathy showed no effect. Only
assurance and responsiveness were found to affect continuous usage intention positively, while empathy and reliability were found to have no effect. There was no evidence of the effect of the
dimensions of service quality on purchase intention. Perceived value failed to moderate the effect of service quality on customer satisfaction. While there was a significant positive impact of customer satisfaction towards continuous usage intention, no effect has been found towards purchase intention. continuous usage intention was confirmed to have a positive impact on purchase intention.
sampling was used to determine the respondent. The criteria for the sample for this study were students who used freemium applications. Data were analyzed using Partial Least Square. The
results confirmed that only reliability and responsiveness positively impacted customer satisfaction among the service quality dimensions, while assurance and empathy showed no effect. Only
assurance and responsiveness were found to affect continuous usage intention positively, while empathy and reliability were found to have no effect. There was no evidence of the effect of the
dimensions of service quality on purchase intention. Perceived value failed to moderate the effect of service quality on customer satisfaction. While there was a significant positive impact of customer satisfaction towards continuous usage intention, no effect has been found towards purchase intention. continuous usage intention was confirmed to have a positive impact on purchase intention.
Creator
Okto Aditya Suryawirawan, Suhermin, Wiwiek Srikandi Shabrie
Source
DOI : http://dx.doi.org/10.26418/jebik.v11i3.57483
Publisher
Univ. Tanjungpura
Date
31-12-2022
Contributor
Sri Wahyuni
Rights
P-ISSN : 2087-9954, E-ISSN : 2550-0066
Format
PDF
Language
English
Type
Text
Coverage
Jurnal Ekonomi Bisnis dan Kewirausahaan (JEBIK) Univ. Tanjungpura 2022
Files
Collection
Citation
Okto Aditya Suryawirawan, Suhermin, Wiwiek Srikandi Shabrie, “SERVICE QUALITY, SATISFACTION, CONTINUOUS USAGE INTENTION, AND PURCHASE INTENTION TOWARD FREEMIUM APPLICATIONS: THE MODERATING EFFECT OF PERCEIVED VALUE,” Repository Horizon University Indonesia, accessed February 5, 2025, https://repository.horizon.ac.id/items/show/6003.