THE EFFECT OF DIGITAL SERVICES ON PENSION PARTICIPANTS' SATISFACTION WITH USER EXPERIENCE AND PERCEIVED VALUE AS MEDIATING VARIABLES AT PT ASABRI (Persero) PALU BRANCH.

Abstract

This study aims to examine the effect of digital services on pension participants' satisfaction with user experience and perceived value as mediating variables at PT ASABRI (Persero) Palu Branch. The research was conducted over one month, from May to June 2025.

The population in this study includes all pension recipients at PT ASABRI Palu Branch, while the sample consists of 100 respondents selected using the Slovin method. Data analysis was carried out using the Smart PLS method.

The results of this study indicate that (1) Digital Services have a positive and significant effect on Participant Satisfaction, (2) Digital Services have a positive and significant effect on User Experience, (3) Digital Services have a positive and significant effect on Perceived Value, (4) User Experience has a positive and significant effect on Participant Satisfaction, (5) Perceived Value has a positive and significant effect on Participant Satisfaction, (6) Digital Services have a positive and significant effect on Participant Satisfaction through User Experience, and (7) Digital Services have a positive and significant effect on Participant Satisfaction through Perceived Value.