Interpretation of goals on application services: A study on smartQ queue applications
Yoricho Soejanto, Kukuh Lukiyanto · AIP conference proceedings · 2024
Service quality and customer satisfaction are frequently studied factors.The level of consumer satisfaction in consuming a product can be affected by the provision of good or poor service.Existing research, however, yields different results for each type of product.As a result, this topic is very interesting to research on various products.The goal of this study was to determine the interpretation of customer satisfaction with an application's services.The study employs qualitative research methods.Semi-structured interviews were used to collect data, which was then processed using the NVivo program.Data processing results show that user satisfaction occurs because application service features that are informative, transparent, efficient, and effective help users manage their time.This is supported by many merchants who use application services.