APPLICATION PERFORMANCE AND CUSTOMER EXPERIENCE INFLUENCE SWITCHING INTENTION WITH E-SATISFACTION AS MEDIATION (STUDY AT E-COMMERCE USERS BUKALAPAK)

Abstract

ABSTRACT

This study aims to determine the influence of application performance and customer experience on switching intentions by using e-satisfaction as a mediation variable in Bukalapak users in Indonesia. This type of research used is quantitative research in the form of causal associative and data collection techniques are carried out through the dissemination of questionnaires. The population in this study is users of the Bukalapak application or Bukalapak online shop in Indonesia. The number of samples taken in this study was 150 respondents using the sampling technique, namely non-probability sampling with the purposive sampling method, and the analysis tool used was SEM (Structural Equation Model) using SmartPLS 4.0. The results of the study show that application performance and consumer experience have a negative and significant effect on consumer satisfaction. App performance is not significant to switch intent. Consumer experience has a negative and significant effect on switching intentions. Consumer satisfaction has a negative and significant effect on the intention to switch. Satisfaction mediates app performance and consumer experience to switch intention.

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