An Examination of Perceived Service Quality and User Satisfaction in Digital Recreation Applications

Abstract

The rapid development of digital technologies has reshaped individuals’ recreational experiences through mobile and online platforms. This study aims to examine the impact of perceived service quality on user satisfaction in digital recreation applications. Service quality was assessed using the Digital Service Quality Scale (e-SERVQUAL), comprising four dimensions: usability, security, content quality, and responsiveness. User satisfaction was measured with the Digital User Satisfaction Scale, encompassing the sub-dimensions of overall satisfaction, repurchase intention, and recommendation tendency. The study included 452 participants aged 18–35, with a balanced gender distribution, who completed an online survey. The sample size was determined using G*Power 3.1 to ensure sufficient statistical power for multiple regression analyses (α = 0.05, 1–β = 0.95, f² = 0.15). Data were analyzed using SPSS 28.0, applying descriptive statistics, Cronbach’s α, Pearson correlations, and multiple regression analyses. The reliability of the scales was found to be high (α > 0.87). Findings indicate that service quality dimensions positively and significantly influence user satisfaction (R² = 0.68). Usability, security, content quality, and responsiveness were identified as key predictors of users’ satisfaction levels and repurchase intentions. The study suggests that service quality plays a critical role in enhancing user satisfaction on digital recreation platforms.