Abstract:
This study aims to investigate the impact of the E-ServQual implemented in
OPPO Browser on E-Satisfaction among its users in Indonesia. Data was collected
through questionnaires and analyzed using Structural Equation Modeling (SEM). The
findings indicate that all independent variables, including ease of use, reliability, system
availability, privacy, responsiveness, security, and user experience, have a significant
and positive influence on E-Satisfaction. These results suggest that companies can use
the E-ServQual model as a valuable tool to enhance these aspects, thereby ensuring
customer satisfaction and maintaining competitiveness in the business landscape.
