THE EFFECT OF FEATURE INNOVATION AND SERVICE QUALITY IN INCREASING USER SATISFACTION OF THE TRAVELOKA APPLICATION IN SAMARINDA

Abstract

Although the Traveloka application is widely used by the public, there remains a research gap regarding how feature innovation and service quality together can address user complaints and comprehensively improve satisfaction. This study aims to determine the effect of feature innovation and service quality on user satisfaction of the Traveloka application in Samarinda. The grand theory used in this study is the Expectation Confirmation Theory (ECT) introduced by Richard L. Oliver (1980), which explains that user satisfaction occurs when service performance meets or exceeds user expectations. A quantitative method was applied using questionnaires distributed to 100 respondents. Data were analyzed using multiple linear regression with SPSS 25. The results show that both feature innovation and service quality have a positive and significant effect, either partially or simultaneously, on user satisfaction. Together, the two variables contribute 78.4% to user satisfaction. This proves that feature innovation and service quality are essential factors in improving satisfaction and loyalty among Traveloka users.