ASSESSING THE IMPACT OF MOBILE APPLICATION QUALITY ON USER SATISFACTION: AN EMPIRICAL STUDY ON THE CUiT PLATFORM

Abstract

Mobile application quality constitutes a pivotal determinant of user satisfaction within the contemporary digital landscape, wherein service reliability, accessibility, and usability collectively configure the holistic user experience. This investigation seeks to examine the influence of Mobile Application Quality (MAQ) on User Satisfaction (US) among users of the CUiT platform. The methodological framework employed a quantitative-verificative design, with the study population comprising 250 active CUiT platform users, from which 72 respondents were selected utilizing the Slovin formula at a 10% margin of error through simple random sampling procedures. Data acquisition was conducted via digital questionnaire administration encompassing 12 items per construct, operationalized through a five-point Likert scale. Psychometric evaluation through validity and reliability assessments yielded correlation coefficients (r) ranging from 0.268 to 0.833, while Cronbach's Alpha coefficients of 0.889 for MAQ and 0.935 for US confirmed robust instrument reliability. Statistical analysis employing simple linear regression via SPSS 25.0 demonstrated that Mobile Application Quality exerts a statistically significant positive effect on User Satisfaction, as evidenced by the regression model US = 5.899 + 0.885(MAQ) with a significance threshold of p < 0.05 (p = 0.000). The empirical findings underscore that enhancement of system quality, information precision, service dependability, and interface design architecture can substantively augment user satisfaction and platform loyalty toward CUiT. Subsequent scholarly endeavors are advised to integrate moderating variables including user trust and experiential factors to expand theoretical comprehension.