Effect of Ease of Use, Service Features, and Trust on Loyalty of Zoom Application Users with Satisfaction as an Intervening Variable

The effect of ease of use, service features, and trust on the loyalty of users of the zoom application with satisfaction as an intervening This studyaims to determine the effect of ease of use, service features, and trust on the loyalty of users of the zoom application with satisfaction as an intervening variable. The method used in this research is a quantitative approach method. Sampling in this study was conducted by non-probability sampling method with purposive sampling type with the number of respondents as many as 100 respondents from students of Muhammadiyah University of Sidoarjo management program who had used the ZOOM application. The data analysis technique used in this study uses path 0analysis 0using the Smart PLS version 3.0 program. The results of this study prove that ease of use has no effect on user loyalty, but service features and trust have an effect on user loyalty. ease of use and trust affect user satisfaction, but service features have no effect on user satisfaction. ease of use and trust variables affect user loyalty through satisfaction, while service features have no effect on user loyalty through satisfaction.