Mobile User’s Satisfaction during the COVID-19 Pandemic in Indonesia

Yohan Wismantoro, Vincent Didiek Wiet Aryanto, Pulung Nurtantio Andono, Tito Aditya Perdana


WHO officially declared the COVID-19 Coronavirus as a pandemic on March 11, 2020. Since the WHO issued the virus outbreak and mandatory social distancing, home becomes very important to avoid spreading viruses. Since many people have to stay at home, the COVID-19 pandemic has significantly triggered the growth of e-commerce in Indonesia. The growth of e-commerce in Indonesia cannot be separated from the growth rate of mobile cellular technology. With many staying at home, all activities and transactions are carried out through mobile phones, including shopping at market places increasingly popular nowadays. The population of this study is mobile phone users in Indonesia. An objective sampling technique was used to distribute the questionnaires (online survey) to the 300 respondents. This study uses the TAM model and the commitment-trust theory of relational marketing. This study also emphasizes the differentiating factors of TAM research from most previous studies. That factor is that some studies consider trust and TAM as constructs. TAM can test user behavioral intentions, acceptance, and adoption of new technologies by considering the two most basic constructs – PEOU and PU. The relationship between all research antecedents and dependent variables was found to be significant. Consumer needs for cellular phone products need to consider various consumer tastes and preferences. In designing a product during an increasing pandemic, the suggested model can help in increasing consumer satisfaction. This means that customer satisfaction will increase if PU, PEOU, and trust formation are appropriately managed. In turn, the planned implementation of PEOU, PU, and trust will meet user expectations, and users will be happy with their overall experience using mobile services. The research aims to reveal whether mobile phone use could satisfy consumers during the COVID-19 pandemic. The scientific novelty in this study is that mobile phone use can avail of business opportunities and work from home and school from home.


Keywords: COVID-19, Indonesia, mobile user, satisfaction.

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