Measuring and Analyzing the Factors Affecting User’s Satisfaction with the PeduliLindungi Application

Abstract

Many countries in the world use Digital Contact Tracing as an effort to prevent the spread of the Covid-19 virus. On one hand, this application is quite effective in controlling the virus, but on the other hand, issues arise related to the use of personal information collected through the application. This paper attempts to reveal the role of privacy concern, trust belief and risk belief on the satisfaction of users of the PeduliLindungi application, a DCT application developed by the Indonesian government. Apart from these three variables, this paper tries to reveal the role of several variables proposed by DeLone and McLean and Davis related to the adoption of information technology. The method used in this research is quantitative by collecting respondents using a questionnaire sent through online social media platforms and instant messaging platforms. The data collected is processed using Smart PLS 3 software. After analyzing the data from 242 respondents, this study confirmed the role of the variables privacy concern, risk belief, system quality, perceived usefulness, service quality, perceived ease of use on application user satisfaction and it was also found that information quality and trust did not have a significant relationship with user satisfaction. In addition, this study reveals the role of the Risk belief in mediating privacy concerns towards user satisfaction.