Users of the Kopi Kenangan mobile application report higher satisfaction when the app provides useful features and makes transactions easier, according to a 2026 study by Vibi Marylin Syahrani, Osly Osman, and Munawar Asikin of Universitas Negeri Jakarta. The research, involving 200 Kopi Kenangan app users in South Jakarta, found that application features, application usage, and transaction convenience all have significant relationships with user satisfaction. The findings highlight the importance of making digital transactions simple and efficient as food and beverage businesses increasingly rely on mobile applications.
The study focuses on a growing part of the food and beverage industry: the use of mobile applications to connect brands with customers. Kopi Kenangan’s application allows customers to browse products, place orders, access promotions, collect loyalty points, and make cashless payments. As more purchasing activities move to digital platforms, the quality of the application experience can influence how customers evaluate a service.
Transaction Convenience Plays a Central Role
The research by Syahrani, Osman, and Asikin places particular attention on transaction convenience. In simple terms, transaction convenience refers to how easy, fast, flexible, and efficient it is for customers to complete a transaction through an application.
The researchers found that transaction convenience does more than directly influence satisfaction. It also acts as a bridge between application-related factors and the user's overall experience.
Useful application features can make ordering and payment easier. Regular application usage can also make customers more familiar with menus, navigation, promotions, payment options, and ordering procedures. That familiarity can reduce the effort required to complete a transaction.
The researchers from Universitas Negeri Jakarta therefore emphasize that adding more features is not enough. Features become valuable when they help customers complete their transactions more efficiently.
Study Involved 200 Kopi Kenangan App Users
Syahrani, Osman, and Asikin used a quantitative survey to examine the relationships among four main factors: application features, application usage, transaction convenience, and user satisfaction.
The researchers collected 200 valid responses from people who had downloaded and used the Kopi Kenangan mobile application, had completed at least one transaction through the app, and lived in South Jakarta. The online questionnaire was distributed through Google Forms in June 2026.
The respondents were predominantly female, with 151 respondents or 75.5 percent. A total of 153 respondents or 76.5 percent were aged 21–30, while 158 respondents or 79 percent were students.
The researchers analyzed the responses using SmartPLS 4.0, a statistical software package used to examine relationships among several factors simultaneously. The analysis also tested whether transaction convenience helped explain the connection between application use and satisfaction.
All Seven Relationships Were Supported
The results showed that all seven relationships proposed by the researchers were statistically supported.
The main findings were:
- Application features significantly influenced user satisfaction.
- Application usage significantly influenced user satisfaction.
- Application features significantly influenced transaction convenience.
- Application usage significantly influenced transaction convenience.
- Transaction convenience significantly influenced user satisfaction.
- Transaction convenience mediated the relationship between application features and user satisfaction.
- Transaction convenience also mediated the relationship between application usage and user satisfaction.
Among the direct relationships examined, application usage had the strongest effect on transaction convenience, with an effect-size value of 0.684. The researchers interpreted this as the strongest contribution in the model.
This finding suggests that familiarity matters. Customers who regularly use an application may become more comfortable with its ordering procedures, navigation, promotions, payment methods, and other functions. As a result, transactions can feel easier and more efficient.
However, the researchers also caution that frequent usage alone does not guarantee satisfaction. Application usage becomes more meaningful when users receive clear benefits and experience convenience and efficiency during transactions.
The Model Explained 75.2 Percent of User Satisfaction
The statistical model also showed substantial explanatory power.
The researchers reported an R² value of 0.740 for transaction convenience, meaning that application features and application usage explained 74 percent of the variation in transaction convenience within the model.
For user satisfaction, the R² value was 0.752. This means application features, application usage, and transaction convenience collectively explained 75.2 percent of the variation in user satisfaction captured by the research model.
These results reinforce the importance of the transaction experience in determining how users evaluate a mobile application.
Better Features Should Make Transactions Easier
For digital businesses, the findings offer a practical message: an application should not simply have many functions. Its functions should make the customer's journey easier.
In the Kopi Kenangan application, examples include online ordering, product information, promotional access, loyalty programs, and digital payment options. According to the researchers, these features contribute more effectively to satisfaction when they reduce effort, save time, and simplify purchasing activities.
The researchers recommend continuous improvement in application usability, navigation, product information, digital payment options, and personalized promotional programs. They also recommend maintaining smooth ordering, payment, and pickup processes.
For the wider food and beverage industry, the implication extends beyond coffee shops. Restaurants, retail businesses, delivery services, and other digital commerce platforms can apply the same principle: customers may initially be attracted by promotions or features, but a smooth transaction experience can play a major role in keeping the digital service useful and satisfying.
What the Universitas Negeri Jakarta Researchers Found
The researchers from Universitas Negeri Jakarta describe transaction convenience as an important mechanism connecting application-related factors with user satisfaction. Their findings show that application features and regular usage can contribute to satisfaction more effectively when they create an easier transaction experience.
In practical terms, this means businesses should look beyond the number of features available in an application. The more important question is whether those features help customers order, pay, and receive their purchases with less effort.
Author Profile
Vibi Marylin Syahrani, Osly Osman, and Munawar Asikin are listed as authors affiliated with the Magister Management program, Universitas Negeri Jakarta. The journal article identifies their university affiliation but does not provide their individual academic degrees or detailed fields of expertise.
Research Source
Article title: The Influence of Application Features and Application Usage on User Satisfaction: The Mediating Role of Transaction Convenience among Kopi Kenangan Mobile Application Users in South Jakarta
Authors: Vibi Marylin Syahrani, Osly Osman, Munawar Asikin
Affiliation: Universitas Negeri Jakarta
Journal: International Journal of Finance and Business Management (IJFBM)
Publication: Volume 4, No. 4, 2026, pp. 391–410
DOI: 10.59890/ijfbm.v4i4.13
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