The Effect of e-Service Quality, Sense of Belonging, and User Satisfaction on Intention to Use (A Case Study on Discord)

This thesis presents a case study in an Indonesian Discord community server to examine the effect of e-service quality dimensions, sense of belonging, and user satisfaction on intention to use. Data obtained from the Discord community of 375 users were used to evaluate the model using a structural equation modeling approach with SmartPLS 4. Path coefficient results suggested that all the constructs in e-service quality and sense of belonging indicated a positive and significant relationship to user satisfaction and intention to use. This thesis provided academic and practical recommendations for future works and Discord application/community managers. This thesis is limited to Indonesian Discord users only and cannot be generalized