The Impact of Usability, Security, and Service Quality on User Satisfaction and Experience in Digital Platforms: A Correlation Study

Abstract

Background: In digital services, the user experience is shaped by essential elements such as usability, security, and service quality. Understanding how these factors impact satisfaction and the overall experience is vital for improving platform performance.

Objectives: This academic investigation seeks to explore and deeply understand the interconnections among usability, security, speed, service, satisfaction, and user experience. By elucidating how these variables contribute to satisfaction, the work tries to provide a view of the variables that shape user satisfaction as well as experience in digital platforms.

Methods: The study employed a rigorous methodology, conducting a comprehensive survey with 155 participants. The data obtained were then analyzed using the Mann-Whitney U test, the Kruskal-Wallis test, and Spearman’s Rank-order correlation test. These tests were chosen for their ability to investigate the relationships among the variables under consideration, ensuring the dependability and accuracy of the research outcomes.

Results: Usability exhibited a noteworthy positive correlation with both satisfaction (ρ = .677, p < 0.01) and speed (ρ = .665, p < 0.01). Service quality demonstrated a robust correlation with satisfaction (ρ = .798, p < 0.01) as well as speed (ρ = .767, p < 0.01). Furthermore, user experience was significantly associated with security (ρ = .664, p < 0.01) and satisfaction (ρ = .681, p < 0.01).

Conclusion: This study's findings have practical implications that can empower decision-makers. It unequivocally indicates that enhancing usability and service quality are critical elements that fundamentally influence user satisfaction. Prioritizing these dimensions will significantly improve the overall user experience on digital platforms.

Keywords: Usability, Satisfaction, Service Quality, Mann-Whitney U test, Kruskal-Wallis test, Spearman’s Rank-order correlation

DOI: 10.7176/JMCR/92-05

Publication date: October 30^th 2024