Determinants of User Satisfaction with the Padang Mobile Super App: The Mediating Role of Trust and the Moderating Role of Intention to Use

Abstract

This study empirically investigates the determinants of user satisfaction with Padang Mobile, a government-developed super app deployed by the Padang City Government, West Sumatra, Indonesia. Drawing upon the Technology Acceptance Model (TAM) and the Information Systems Success Model, an integrated conceptual framework was developed incorporating Perceived Usefulness (PU) and Perceived Ease of Use (PEOU) as primary antecedents, Trust as a mediating variable, and Intention to Use as a moderating variable. Data were collected from 1,111 productive-age residents across all 11 kecamatan of Kota Padang through purposive sampling with proportional distribution, and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) via SmartPLS 4.0. Results confirm that PEOU is the dominant predictor of Trust (β = 0.716), while both PU and Trust exert significant positive effects on User Satisfaction. Notably, PEOU's effect on satisfaction operates exclusively through Trust as a full mediator, whereas PU's effect is partially mediated by Trust. Intention to Use significantly moderates the Trust–Satisfaction relationship, marginally attenuating rather than amplifying it, suggesting that highly motivated users impose elevated expectations that trust alone cannot fully satisfy. These findings extend TAM and IS Success Model theorization in the e-government super app context and offer evidence-based recommendations for enhancing citizen adoption and satisfaction with government digital platforms in developing economies.