From Satisfaction to Continuance: Study of Gen Z's Use of YZ App in Jakarta

This study analyzes how User Satisfaction affects the Continuance Intention to Use toward the YZ Application, a social media platform that is popular among Generation Z, particularly in the Jakarta region, due to an engaging feature concept of sharing real-time, spontaneous, and unfiltered moments. By using the Expectation Confirmation Model (ECM), the study analyzes four variables of Perceived Usefulness, Confirmation, User Satisfaction, and Continuance Intention to Use, also further modified incorporating an additional variable of Enjoyment. A total of 100 respondents of Jakarta’s Generation Z were selected by using Slovin’s formula to ensure appropriate sample representation. Data were analyzed using Structural Equation Modeling-Partial Least Squares (SEMPLS) and several measurements such as Average Variance Extracted (AVE), rho_c, rho_a, and Cronbach’s Alpha were used to assess the validity and reliability of the measurement model. This research found that confirmation, perceived usefulness, and enjoyment significantly affect user satisfaction, but user satisfaction is not enough to affect the continuance intention to use the application sustainably. The results of this research are aimed at YZ Application developers to improve application features, so that users feel the benefits, enjoy, and continuance intention to use it.本研究探讨用户满意度对YZ应用持续使用意向的影响机制。YZ应用是一款深受Z世代（Generation Z）欢迎的社交媒体平台，尤其在雅加达地区拥有广泛用户群体，其核心特色功能支持用户分享实时、即兴且未经修饰的个人瞬间，极具互动吸引力。本研究采用期望确认模型（Expectation Confirmation Model, ECM），分析感知有用性（Perceived Usefulness）、确认度（Confirmation）、用户满意度（User Satisfaction）及持续使用意向（Continuance Intention to Use）四类核心变量，并额外纳入愉悦感（Enjoyment）变量以拓展研究框架。研究采用斯洛文公式（Slovin’s formula）选取雅加达地区的Z世代受访者共计100名，以保障样本的代表性。本研究采用偏最小二乘结构方程模型（Structural Equation Modeling-Partial Least Squares, SEM-PLS）对数据进行分析，并通过平均方差萃取量（Average Variance Extracted, AVE）、rho_c、rho_a以及克朗巴哈α系数（Cronbach’s Alpha）等指标评估测量模型的效度与信度。研究结果显示，确认度、感知有用性及愉悦感均对用户满意度存在显著正向影响，但仅依靠用户满意度不足以驱动用户对该应用的可持续持续使用意向。本研究结果可为YZ应用开发者优化应用功能提供参考，助力提升用户的感知收益与使用愉悦感，进而强化用户的持续使用意向。