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September 23, 2025PERFORMA Media Ilmiah Teknik IndustriOpen Access

Development of a Software Usage Loyalty Model by Analysing the Causal Relationships between Software Quality, Customer Satisfaction, Trust, and Experience in the Access by KAI Application

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Authors

AMAngela Regine MutiaraputiEPEko PujiyantoYPYusuf Priyandari

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Overview

Research demonstrates significant relationships between software quality, customer satisfaction, and trust in the Access by KAI application, suggesting ways to enhance user loyalty.

Key Points

  • Functional suitability and safety significantly enhance customer loyalty via customer satisfaction.
  • Direct effects include functional suitability, safety, trust, and experience positively impacting customer satisfaction.
  • Trust and satisfaction directly boost customer loyalty in the Access by KAI application.
  • Recommendations to improve the Access by KAI app stem from these relationships and findings.

Cite This Study

Mutiaraputi et al. (2025) studied this question.

synapsesocial.com/papers/68d4759031b076d99fa6d7b5https://doi.org/10.20961/performa.v24i2.2687
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Also Consider

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  5. 5Service Quality and Innovation as Drivers of Customer Loyalty2025 · 1 citations