A Study of an Indonesian Social Security Mobile Apps: E-Service Quality, Digital Features, and Customer Digital Satisfaction

The progress of contemporary communication technology propels an assortment of digital communication mediums. The social security scheme in Indonesia is directly affected by the impact of COVID-19 and the escalating number of layoffs. In light of the mounting instances of the COVID-19 outbreak and the increasing number of social security claims, the Indonesian government has digitized the mechanism. Mobile applications for social security have been developed to deliver prompt and precise information. The purpose of this study is to examine the interconnectedness between variables conceptualized as e-service quality, digital features, and digital customer satisfaction within the structural model. A sample size of 150 respondents was utilized for this study, employing PLS-SEM for data analysis. The findings revealed a positive correlation between the variables of e-service quality, digital features, and digital customer satisfaction. Digital features and e-service quality emerge as crucial factors in predicting digital customer satisfaction.