Investigating the Effect of Mobile Service Quality Dimensions on Customer's e-Satisfaction in Indonesia's Food and Beverage Mobile Applications

This study investigates the impact of a variety of mobile service quality dimensions on the e-satisfaction of customers in the Indonesian food and beverage mobile application sector. The data were collected from 400 active consumers of these applications through purposive sampling, utilising a quantitative methodology. The study identified critical service quality factors—application design, simplicity of use, ease of ordering, privacy, and contact—that have a substantial impact on the quality of mobile services. The research indicates that the most significant positive effects on the quality of mobile services are from enhanced application design and simplicity of use, with privacy and contact following closely behind. In contrast, the quality of the service is not substantially influenced by the convenience of ordering. Based on these findings, it is recommended that stakeholders in Indonesia's food and beverage sector concentrate on the enhancement of visual appeal, intuitive navigation, robust privacy measures, and accessible customer support in order to enhance customer satisfaction and experiences.