A Quantitative Study on User Experience Dimensions and Their Impact on
User Satisfaction in Indonesian Mobile E-Commerce
Dublin Core
Title
A Quantitative Study on User Experience Dimensions and Their Impact on
User Satisfaction in Indonesian Mobile E-Commerce
User Satisfaction in Indonesian Mobile E-Commerce
Subject
User Experience, User Satisfaction, Mobile E-Commerce, UEQ Dimensions, Indonesia
Description
This research examines how user experience (UX) dimensions influence user satisfaction in Indonesia’s mobile e-commerce
ecosystem. As mobile shopping continues to dominate digital transactions, understanding the relationship between UX and user
satisfaction becomes crucial for maintaining platform competitiveness. Adopting a quantitative explanatory approach, the study
gathered data from 100 active users of leading e-commerce platforms such as Shopee, Tokopedia, and Lazada through an online
questionnaire. The instrument was based on the User Experience Questionnaire (UEQ) framework, encompassing six
dimensions—Attractiveness, Perspicuity, Efficiency, Dependability, Stimulation, and Novelty—with user satisfaction serving as
the dependent variable measured via validated Likert-scale indicators. Analytical procedures included descriptive analysis,
reliability and validity tests, and multiple linear regression using SPSS version 26. The findings reveal that five out of six UX
dimensions significantly and positively affect user satisfaction (p < 0.05). Among them, Perspicuity and Efficiency exert the
strongest influence, underscoring the importance of intuitive interface design and smooth, error-free transaction processes.
Dependability, Attractiveness, and Stimulation also play notable roles, indicating that both functional performance and emotional
engagement contribute to favorable user experiences. Conversely, Novelty—though positively associated—does not reach
statistical significance, implying that while users appreciate innovation, they prioritize clarity and reliability. The regression model
yields an R² value of 0.742, suggesting that UX dimensions collectively account for 74.2% of the variance in user satisfaction.
Overall, the study affirms that UX is a decisive factor in shaping user satisfaction and loyalty in mobile e-commerce environments.
It enriches existing UX scholarship by providing empirical evidence from Indonesia’s fast-growing digital market. Practically, the
results encourage developers to emphasize usability, dependability, and aesthetic design to maintain user engagement. Future
studies are recommended to integrate trust, emotional attachment, and emerging technologies such as artificial intelligence and
augmented reality to obtain a more comprehensive understanding of user satisfaction in digital commerce.
ecosystem. As mobile shopping continues to dominate digital transactions, understanding the relationship between UX and user
satisfaction becomes crucial for maintaining platform competitiveness. Adopting a quantitative explanatory approach, the study
gathered data from 100 active users of leading e-commerce platforms such as Shopee, Tokopedia, and Lazada through an online
questionnaire. The instrument was based on the User Experience Questionnaire (UEQ) framework, encompassing six
dimensions—Attractiveness, Perspicuity, Efficiency, Dependability, Stimulation, and Novelty—with user satisfaction serving as
the dependent variable measured via validated Likert-scale indicators. Analytical procedures included descriptive analysis,
reliability and validity tests, and multiple linear regression using SPSS version 26. The findings reveal that five out of six UX
dimensions significantly and positively affect user satisfaction (p < 0.05). Among them, Perspicuity and Efficiency exert the
strongest influence, underscoring the importance of intuitive interface design and smooth, error-free transaction processes.
Dependability, Attractiveness, and Stimulation also play notable roles, indicating that both functional performance and emotional
engagement contribute to favorable user experiences. Conversely, Novelty—though positively associated—does not reach
statistical significance, implying that while users appreciate innovation, they prioritize clarity and reliability. The regression model
yields an R² value of 0.742, suggesting that UX dimensions collectively account for 74.2% of the variance in user satisfaction.
Overall, the study affirms that UX is a decisive factor in shaping user satisfaction and loyalty in mobile e-commerce environments.
It enriches existing UX scholarship by providing empirical evidence from Indonesia’s fast-growing digital market. Practically, the
results encourage developers to emphasize usability, dependability, and aesthetic design to maintain user engagement. Future
studies are recommended to integrate trust, emotional attachment, and emerging technologies such as artificial intelligence and
augmented reality to obtain a more comprehensive understanding of user satisfaction in digital commerce.
Creator
Afif Dwi Saputra1
, Riswan E. Tarigan2,*, Yoana Sonia Wijaya3
, Riswan E. Tarigan2,*, Yoana Sonia Wijaya3
Source
https://ijiis.org/index.php/IJIIS/article/view/217/147
Publisher
Universitas Amikom Purwokerto, Indonesia
Date
3 september 2024
Contributor
Fajar bagus W
Format
PDF
Language
English
Type
Text
Files
Collection
Citation
Afif Dwi Saputra1
, Riswan E. Tarigan2,*, Yoana Sonia Wijaya3, “A Quantitative Study on User Experience Dimensions and Their Impact on
User Satisfaction in Indonesian Mobile E-Commerce,” Repository Horizon University Indonesia, accessed January 2, 2026, https://repository.horizon.ac.id/items/show/9715.
User Satisfaction in Indonesian Mobile E-Commerce,” Repository Horizon University Indonesia, accessed January 2, 2026, https://repository.horizon.ac.id/items/show/9715.