The Effect of Digital Service Quality and UI UX on Satisfaction and Intention to Reuse the MyTelkomsel Application

Abstrak

This study looks at how the quality of digital services and the user interface/user experience (UI/UX) affect user satisfaction and the desire to use the MyTelkomsel app again. The research uses a quantitative method where data was gathered through an online survey sent to students in the Digital Business program at the Faculty of Economics and Business, Universitas Negeri Jakarta, who have used the app before. The data was analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method with SmartPLS software. The findings show that digital service quality has a strong and positive impact on both user satisfaction and the intention to use the app again. However, UI/UX does not significantly influence either user satisfaction or reuse intention. User satisfaction plays a key role in influencing reuse intention and partially connects digital service quality to reuse intention, but it does not act as a bridge between UI/UX and reuse intention. These results suggest that in apps related to practical telecommunications services, users care more about the functional parts of the service, like reliability, efficiency, and security, rather than the design or experience of the interface. This study adds new knowledge to the field of digital service quality and offers useful guidance for improving user satisfaction and promoting continued use of telecom apps.