The solution for the enhancement of customer satisfaction on service quality of Livin PMH application

Abstract

There are two primary objectives for this study. The first objective is to describe the Livin PMH application's service quality dimensions. The following objective is to investigate the relationship between customer satisfaction and service quality. The research model in this study is based on the application of E-SERVQUAL literature (Parasuraman et al., 2005). Next, a four-factor model was put forth by the author, which included Information quality, Application design, Payment, Security and Privacy. A total of 162 questionnaires and survey samples were used in the study of the research. SPSS software was used, along with Cronbach's Alpha and exploratory factor analysis (EFA), Multiple linear regression for data analysis. The study's findings show that customer satisfaction is positively impacted by all aspects of service quality, including information quality, application design, payment, security and privacy. Finally, to make the Livin PMH app more comprehensive, the author additionally offered management strategies for enhancing service quality to preserve value and satisfy customers. Specifically, the author points out 4 groups of solutions including solutions to enhance the information quality; solutions to improve application design; solutions to improve payment functions, and solutions to improve security and privacy