Analyzing the Effect of e-Service Quality, Sense of
Belonging, and User Satisfaction on Intention to
Use in the Indonesian Discord Community
Timoty Des Christian
Information Systems Study Program
Sekolah Tinggi Informatika & Komputer Indonesia
Malang, Indonesia
timoty.deschristian@gmail.com
Abstract—Individuals worldwide increasingly recognize
digital community spaces as facilities for knowledge exchange,
enabling collaboration across distances. Discord is an
increasingly popular text and voice application providing
engaging features that can be customized according to
communities’ needs. This paper examines the effect of e-service
quality, sense of belonging, and user satisfaction on intention to
use. Three hundred seventy-five respondents’ data were
collected using the partial least square-structural equation
modelling approach to evaluate the model. Statistical results
concluded that all the constructs in e-service quality and sense
of belonging indicated a positive and significant relationship to
user satisfaction and intention to use. To provide an excellent
user experience, Discord application managers should maintain
a seamless interaction between users, personalized information,
interactive features, and visually appealing content. This study
is limited to an Indonesian Discord community.
Keywords—e-service quality, sense of belonging, user
satisfaction, intention to use, Discord
I. INTRODUCTION
Discord, a text and video application provider, is
becoming popular to support the establishment of digital
community spaces. Discord provides customized features
tailored to the community's needs, mainly for entertainment
and educational purposes. This platform was estimated to be
used by 26.7 million Indonesian users in 2023 [1].
A prior study was conducted to measure the service quality
of Indonesian Discord users [2]. The result indicated that user
satisfaction was relatively low and had not met the desired
perceptions. Another study for online learning activities
suggested several challenges, such as inexperience of the
application, unstable internet connection, and availability of
digital devices [3]. It can be concluded that several user
experience issues were caused by the service quality, such as
server issues, difficulty in using features, and unfamiliarity
with the application.
This research aims to analyze the effect of e-service
quality dimensions and sense of belonging on user
satisfaction, which later impacts the intention to use. The e-
service quality dimensions (website design, security/privacy)
and user satisfaction construct were adopted from [4], and the
fulfillment dimension was adopted from [5]. The sense of
belonging was also examined based on the study by [6].
Lastly, the relationship between user satisfaction and intention
to use was also evaluated based on [7].
Setiabudi Sakaria
Information Systems Study Program
Sekolah Tinggi Informatika & Komputer Indonesia
Malang, Indonesia
setiabudi@stiki.ac.id
II. LITERATURE REVIEW
A. e-Service Quality
Prior studies defined e-service quality as the end-to-end
transaction process to provide a compelling buying
experience, which includes information research, website
navigation, order, customer service interactions, delivery, and
ordered product satisfaction until the after-purchase process
[8], [9]. Studies have proven that e-service quality is an
antecedent and predictor of user satisfaction and affects users’
overall perception [4], [10], [11].
A study by [12] suggested that the overall e-service quality
dimensions (website design, customer service,
security/privacy, fulfillment) may be conceptualized as a
hierarchical (higher-order) construct. Higher-order construct
allows researchers to reduce relationships in a path model by
summarizing the independent constructs, thus achieving
model parsimony (simple models with a desired explanatory
predictive power) [13]. Further research by [4] concluded that
customer service did not show a statistically significant
relationship with overall e-service quality among Indonesian
marketplace users.
One of the methods to measure e-service quality is by
evaluating service providers' website performance [14]. The
common factors to measure the e-service quality consist of
website design, information quality, website aesthetics/visual
appearance, website convenience/ease of use, website
personalization, system availability, security/privacy, and
fulfillment [4], [5], [10], [12], [14]. Based on the prior e-
service quality studies, the hypotheses can be developed as the
following:
H1: Website design positively affects overall e-service
quality.
H2: Security/privacy positively affects overall e-service
quality.
H3: Fulfillment positively affects overall e-service quality.
H4: Overall e-service quality positively affects user
satisfaction.
B. Sense of Belonging
The sense of belonging is the feeling of personal
participation in a system that lets people feel they are an
intrinsic part of the community or environment [15]. It acts as
one of the building blocks of a sense of community, which is
also known to impact satisfaction and commitment. A study
by [6] concluded that the sense of belonging is a powerful
motivator that positively affects a person's satisfaction with
social media. The higher a platform and society allow each
individual to be open and expressive, a sense of attachment
from everyone involved will be formed [15]. Therefore, the
following hypothesis can be concluded:
H5: Sense of belonging positively affects user satisfaction.
C. User Satisfaction
User satisfaction is defined as a customer/user's cognitive
assessment of the discrepancy between the expected and
received performance quality [16]. User satisfaction is proven
to have a positive correlation with mobile/e-service quality
[4], [10], [17], [18] and the sense of belonging [6], [19].
Increasing the quality of the service provided is essential to
enhance user satisfaction, which may further impact the user's
cognitive perception and behavior.
For social networking sites, [6] suggested that increasing
the sense of belonging improves user satisfaction. When
evaluating the determinants of user satisfaction, it is first
necessary to set the background and context of the research,
as [19] and [20] suggested that differences in nationality and
culture affect the determinants of user satisfaction. Different
cultural, socio-economic, and demographic environments can
influence users' perceptions of how satisfaction is derived.
D. Intention to Use
Intention to use (usage intent, behavioral intention) in
social media networking is the user's willingness to continue
exploring, publishing content, and remaining loyal to the same
social media platform [6]. This willingness and loyalty to use
the service repeatedly are proven to be positively and
significantly affected by web service quality, with satisfaction
as the mediator [20]. This finding is also supported by several
other studies proving that user satisfaction and service quality
positively impact the intention to use [6], [21]. The hypothesis
can be concluded as follows:
H6: User satisfaction positively affects intention to use.
III. RESEARCH METHODOLOGY
A. Research Framework
Various constructs from prior studies were unified as a
conceptual framework to test the proposed hypotheses. The
measurement model for e-service quality and user satisfaction
was adopted from [4], [12], and [5], the sense of belonging
was adopted from [6], and intention to use was adopted from
[7] and [20]. The proposed conceptual model can be seen in
Fig. 1.
In this study, e-service quality dimensions (website design
and security/privacy) were second-order constructs
operationalized as reflective-formative types. Each e-service
quality attribute was reflective, and the e-service quality
dimensions were formative. The e-service quality model from
[12] was simplified based on the prior related studies of
measuring e-service quality focused on website performance
[10], [14], [17].
Since it suggested that fulfillment is a crucial factor in
assessing e-service quality [5], [8], the indicators to measure
fulfillment were instead adopted from [5]. However, the
fulfillment construct in [5] is operationalized as a first-order
dimension, unlike [4]. Therefore, it caused an adjustment in
this construct from a higher-order construct to a lower-order
construct.
B. Research Population and Sample
The population representing this study's target audience
comprised 5500 individuals exclusively from the
‘Perkumpulan Orang Santai’ Discord community. This
community consisted of members from across Indonesia,
serving as a representative sample of Discord users in
Indonesia with a diverse and extensive cultural background.
This study used a margin of error of 5% [22]. Using Slovin’s
formula, the total sample of this study was concluded as
372.8, rounded up to 373 individuals.
C. Data Collection
The data collection method used in this study was a survey
or questionnaire. The type of questions that were used in this
study were closed-ended. The measurement scale used was a
five-point Likert scale.
The sampling technique used in this study was simple
random sampling. This sampling technique selects sample
members randomly, and each member has an equal chance of
being selected for the sample. The simple random sampling
technique was chosen in this study because this type of
sampling is best for very homogeneous populations [23].
IV. RESULTS
A. Respondents Demographic
During the data collection period, 375 respondents' data
were collected and were taken as the research sample. The
respondents were well-diverse, male and female, and a
"prefer not to answer" option. They represented a range of
ages from 13 to over 28, education, salary, frequency of
using Discord, and the discovery source where they were
introduced to Discord. The demographic overview of this
research's respondents can be seen in the following Table I.

TABLE I. DEMOGRAPHIC OF THE RESPONDENTS

Demographic Frequency Percentage
Gender Male 336 89.6
Female 35 9.3
Prefer not to answer 4 1.1
Age 13-17 years old 14 3.7
18-22 years old 237 63.2
23-27 years old 117 31.2
28 years old/above 7 1.9
Education Highschool/below 177 47.2
Associate Degree
45 12.0
Fig. 1. Proposed Conceptual Model (D1/D2/D3)
 Applied FU1 0.772
Bachelor/Bachelor 153 40.8 Fulfillment
FU2 0.874 0.703 0.834 0.628
(D4/S1) (FU)
FU3 0.724
Master’s Overall e- OSQ1 0.871
0 0
Degree/above Service Quality OSQ2 0.870 0.840 0.903 0.757
Rp 0.00 - Rp
Salary 177 47.2 (OSQ) OSQ3 0.869
2,000,000.00
SB1 0.924
Rp 2,000,001.00 - Rp Sense of
116 30.9 SB2 0.879 0.893 0.933 0.824
4,000,000.00 Belonging (SB)
Rp 4,000,001.00 - Rp SB3 0.920
71 18.9 User US1 0.851
6,000,000.00
More than Rp Satisfaction US2 0.886 0.834 0.90 0.751
11 2.9
6,000,000.00 (US) US3 0.862
Usage Rate IU1 0.895
1-5 times 29 7.7 Intention to
per Month IU2 0.904 0.857 0.913 0.777
6-10 times 66 17.6 Use (IU)
IU3 0.844
11-15 times 84 22.4
More than 15 times 196 52.3 Table II shows the factor loading of all the factor loadings,
Discovery ranging from 0.724 to 0.924, suggesting acceptable factor
Friends 146 38.9
Source
Family 8 2.1
loading. Furthermore, the evaluation of all the reflective
School/College 24 6.4 construct’s CR and AVE values have met the criterion, with
Social Media CR ranging from 0.703 to 0.894 and AVE ranging from 0.626
(Twitter, Facebook, 197 52.5 to 0.846. In addition, all the first-order constructs have met the
Instagram, etc.) threshold of acceptable Cronbach’s alpha values (0.70). This
Broadcast/print suggests that the measurement instruments proved reliable
media (Television,
Radio, Newspapers,
0 0 and consistent since all Cronbach’s alpha values ranged
Magazines, etc.) between 0.701 to 0.893.
B. Reflective and Formative Evaluation The final evaluation evaluates the reflective construct’s
discriminant validity using the Fornell-Larcker criterion and
1) Reflective Measurement Model Evaluation cross-loadings [26], [27]. The square root of each latent
Reflectively measured constructs were examined by construct’s AVE should be higher than the squared
evaluating their indicator reliability, internal consistency correlations with other latent constructs for the Fornell-
reliability (composite reliability and Cronbach’s alpha), Larcker criterion [28]. Table III shows the Fornell-Larcker
convergent validity (using average variance extracted), and criterion matrix table, suggesting adequate values for all
discriminant validity. It is suggested as ideal if every constructs.
indicator’s factor loading is more than 0.5 and ideally 0.7 or
higher, composite reliability exceeds 0.70, and average TABLE III. FORNELL-LARCKER CRITERION MATRIX TABLE
variance extracted (AVE) exceeds 0.50 [24]. Cronbach’s O
F P S S S U W W W
alpha was also evaluated to test the consistency of the IQ IU S
U R A B C S A C P
instrument’s reliability with a minimum acceptable value of Q
0.6 and, ideally, 0.7 or higher [25]. The evaluation can be 0.
F
79
seen in the following Table II. U
3
0. 0.
TABLE II. INDICATOR LOADING, INTERNAL CONSISTENCY I
37 79
RELIABILITY, AND CONVERGENT VALIDITY RESULT Q
7 1
Cronbach’s 0. 0. 0.
Construct Item Loading CR AVE I
44 52 88
α U
5 6 1
IQ1 0.775
Information O 0. 0. 0.
IQ2 0.812 0.701 0.834 0.626 0.
Quality (IQ) S 50 59 73
IQ3 0.785 87
Q 4 2 9
Website WA1 0.924 0. 0. 0. 0.
Aesthetics 0.818 0.917 0.846 P 0.
WA2 0.916 54 37 58 85
R 49
(WA) 8 5 6 9
Website WC1 0.820 0. 0. 0. 0. 0.
S 0.
Convenience WC2 0.799 0.733 0.849 0.652 46 44 50 54 88
A 43
(WC) WC3 0.802 6 9 3 7 3
Website WP1 0.826 0. 0. 0. 0. 0. 0. 0.
S
Personalization WP2 0.748 0.738 0.852 0.657 46 54 71 71 51 47 90
B
8 1 7 2 8 3 8
(WP) WP3 0.854
0. 0. 0. 0. 0. 0. 0. 0.
System SA1 0.891 S
51 41 51 65 71 42 57 82
Availability 0.718 0.876 0.78 C
SA2 0.875 3 1 3 2 2 6 6 7
(SA) 0. 0. 0. 0. 0. 0. 0. 0. 0.
SC1 0.793 U
47 55 76 78 53 53 72 56 86
Security (SC) SC2 0.871 0.769 0.867 0.685 S
5 5 1 6 9 2 6 9 6
SC3 0.816 0. 0. 0. 0. 0. 0. 0. 0. 0.
W 0.
PR1 0.814 31 46 40 48 36 35 39 33 44
A 92
Privacy (PR) PR2 0.892 0.822 0.894 0.738 3 9 2 5 1 9 2 7 5
PR3 0.870
 0. 0. 0. 0. 0. 0. 0. 0. 0.45 0.25 0.40 0.48 0.27 0.45 0.81 0.38 0.20 0.29 0.26
W 0. 0. 0. SC3 0.62
36 59 47 50 44 56 76 80 7 9 8 3 8 9 6 2 9 0 7
C 53 49 41
1 8 4 6 2 3 1 7 0.42 0.50 0.69 0.73 0.52 0.49 0.59 0.51 0.85 0.43 0.54 0.48
0. 0. 0. 0. 0. 0. 0. 0. 0. 0. 0. US1
W 0. 8 9 1 6 8 6 6 5 1 8 1 1
39 56 50 59 53 59 42 57 35 44 81
P 38 0.38 0.42 0.65 0.40 0.43 0.63 0.46 0.88 0.35 0.45 0.47
7 6 8 6 8 3 1 9 8 6 1 US2 0.66
0 2 7 9 4 4 9 6 7 4 6
Note: FU: Fulfillment; IQ: Information Quality; IU: Intention to Use; OSQ:
Overall e-Service Quality; PR: Privacy; SA: System Availability; SB: Sense 0.42 0.62 0.64 0.45 0.45 0.65 0.49 0.86 0.35 0.46 0.54
US3 0.51
of Belonging; SC: Security; US: User Satisfaction; WA: Website Aesthetics; 4 7 2 9 1 8 3 2 8 4 9
WC: Website Convenience; WP: Website Personalization 0.29 0.43 0.46 0.32 0.35 0.39 0.33 0.46 0.92 0.71 0.34
WA1 0.40
7 8 5 7 6 4 6 7 4 6 5
Another discriminant validity evaluation, cross-loadings, 0.27 0.42 0.33 0.42 0.33 0.30 0.32 0.28 0.34 0.91 0.68 0.31
WA2
is obtained by determining the correlations of each latent 9 4 8 6 7 4 5 2 8 6 4 4
construct’s score with all the other items [29]. A general WC1 0.34
0.45 0.39 0.51 0.38
0.37
0.41 0.33 0.50 0.79 0.82 0.33
recommendation for this approach is that a single construct 2 3 8 1 8 6 0 3 0 8
indicator should have higher loadings on its construct 0.28 0.42 0.47 0.49 0.33 0.38 0.45 0.38 0.47 0.49 0.79 0.40
WC2
7 2 8 4 5 9 6 5 8 5 9 5
compared to other constructs [28]. Table IV shows the result
0.24 0.40 0.31 0.43 0.27 0.39 0.34 0.35 0.37 0.53 0.80 0.33
of the cross-loadings evaluation, indicating that all construct WC3
1 8 5 3 3 1 9 2 9 9 8
2
indicators correlate more to their designated construct than 0.29 0.40 0.39 0.43 0.29 0.43 0.44 0.30 0.48 0.15 0.28 0.82
the other constructs. WP1
2 6 7 8 4 4 1 6 9 9 8 6
0.36 0.48 0.41 0.54 0.33 0.42 0.49 0.35 0.43 0.41 0.44 0.74
TABLE IV. CROSS-LOADINGS WP2
3 7 9 5 4 9 2 9 0 9 5 8
0.30 0.47 0.41 0.45 0.44 0.49 0.35 0.48 0.26 0.33 0.85
FU IQ IU OSQ PR SA SB SC US WA WC WP WP3 0.29
1 1 1 3 2 9 0 8 8 3 4
Notes: FU: Fulfillment; IQ: Information Quality; IU: Intention to Use;
0.77 0.25 0.37 0.32 0.38 0.36 0.32 0.33 0.28 0.17 0.26 0.25 OSQ: Overall e-Service Quality; PR: Privacy; SA: System Availability;
FU1
2 3 2 2 5 6 2 5 2 9 3 8 SB: Sense of Belonging; SC: Security; US: User Satisfaction; WA:
0.87 0.30 0.39 0.46 0.43 0.39 0.42 0.42 0.40 0.29 0.29 0.33 Website Aesthetics; WC: Website Convenience; WP: Website
FU2
4 6 3 9 7 9 5 6 6 4 3 4 Personalization
0.72 0.33 0.29 0.38 0.47 0.34 0.35 0.45 0.42 0.25 0.30 0.34
FU3 The comprehensive evaluation of the reflective constructs
4 4 3 7 9 4 2 2 4 6 1 4
0.26 0.77 0.41 0.44 0.25 0.36 0.43 0.28 0.46 0.36 0.36 0.40 proposed in the theoretical framework of this study suggested
IQ1
1 5 5 3 4 4 9 7 6 6 2 7 adequate validity and reliability, marked by compelling
IQ2
0.34 0.81
0.46
0.51 0.34 0.32 0.50 0.38 0.45 0.41 0.46 0.48 evidence of sufficient factor loadings, internal consistency
8 2 1 6 8 4 4 8 3 5 6 reliability, convergent validity, and discriminant validity.
0.28 0.78 0.44 0.28 0.37 0.33 0.30 0.39 0.33 0.42 0.44 This evaluation affirmed the reliability and validity of the
IQ3 0.37
3 5 7 6 6 7 1 5 1 5 7
reflectively measured constructs in this study.
0.39 0.45 0.89 0.65 0.43 0.44 0.63 0.46 0.68 0.35 0.45
IU1 0.42
2 1 5 2 5 5 5 1 3 2 1 2) Formative Measurement Model Evaluation
0.37 0.50 0.90 0.68 0.40 0.46 0.66 0.45 0.74 0.36 0.45 0.50 The second assessment validates the formative constructs
IU2
0 6 4 6 7 5 3 7 5 4 1 1 by evaluating the significance, factor weights, and multi-
0.42 0.42 0.84 0.46 0.41 0.59 0.44 0.56 0.34 0.38 0.41 collinearity. Multi-collinearity tests using the variance
IU3 0.61
4 6 4 4 7 4 1 4 8 8 4
inflation factor (VIF) were conducted to determine if two or
OSQ 0.42 0.50 0.61 0.87 0.51 0.43 0.59 0.57 0.42 0.49 0.50
1 3 3 9 7 2 3 1
0.66
7 7 2
more indicators in a formative measurement model are too
1
highly correlated. The recommendation is that a VIF value
OSQ 0.44 0.52 0.63 0.54 0.52 0.61 0.59 0.70 0.47 0.54 0.52
2 3 2 3
0.87
6 5 5 0 3 1 7 5 greater than five or above indicates a collinearity problem
OSQ 0.51 0.67 0.86 0.46 0.46 0.65 0.53 0.68 0.36 0.51 0.52
[30]. The significance and factor weights of the formatively
0.45 measured constructs were evaluated using the bootstrapping
3 8 7 9 3 7 1 9 6 4 5 9
0.50 0.29 0.42 0.50 0.81 0.37 0.41 0.63 0.46 0.28 0.32 0.33 method using the Bias-corrected and accelerated (BCa) as the
PR1 confidence interval method. The t-value should be above 1.96
9 4 4 7 4 8 9 7 6 9 8 7
0.44 0.27 0.40 0.47 0.89 0.35 0.42 0.42 0.28 0.33 0.29 (two-tailed test) and the p-value below 0.05 for a 95%
PR2 0.58
2 5 0 5 2 4 7 7 9 8 4 confidence interval [30], [31]. The formative evaluation can
0.46 0.39 0.43 0.52 0.87 0.37 0.48 0.61 0.49 0.35 0.39 0.34 be seen in the following Table V.
PR3
1 6 9 7 0 5 8 7 5 2 1 8
0.40 0.40 0.45 0.50 0.41 0.89 0.40 0.47 0.35 0.45 0.46
In this evaluation, all constructs passed the multi-
SA1 0.43 collinearity test. However, one of the first-order constructs
8 6 6 7 7 1 7 0 4 0 6
0.41 0.38 0.43 0.45 0.33 0.87 0.40 0.34 0.47 0.27 0.38 0.48 (Website Aesthetics, referred to as WA) has a t-statistics value
SA2 below 1.96 (0.443) and a p-value higher than 0.05 (0.658). In
6 6 2 8 9 5 5 4 0 9 5 5
0.40 0.50 0.64 0.64 0.44 0.44 0.92 0.51 0.65 0.32 0.46 0.53 this case, the absolute contribution of this formative construct
SB1
8 2 8 2 4 5 4 6 3 3 4 3 indicator was determined by evaluating its indicator loading
0.47 0.49 0.64 0.65 0.52 0.87 0.54 0.63 0.41 0.48 0.53 absolute contribution [30]. A formative indicator’s loading
SB2 0.42
6 6 9 2 7 9 3 8 7 9 3 should be at least 0.5 or more to determine if an indicator
SB3
0.39 0.47 0.65 0.64 0.44 0.42
0.92
0.51 0.68 0.33 0.42 0.54 makes a sufficient absolute contribution to forming the
3 5 6 6 2 3 1 4 0 7 9 construct. Table V shows that the outer loadings of second-
0.40 0.39 0.41 0.57 0.56 0.40 0.51 0.79 0.53 0.33 0.41 0.43 order constructs were all above 0.5, including Website
SC1
8 1 4 2 7 2 7 3 1 5 4 8 Aesthetics, by 0.655. Therefore, this indicator was kept in as
0.40 0.37 0.45 0.56 0.57 0.38 0.45 0.87 0.50 0.29 0.39 0.34 it suggests that this indicator makes an adequate contribution
SC2
9 3 1 3 9 1 7 1 2 4 5 4
to its second-order construct.
 TABLE V. FORMATIVE CONSTRUCTS EVALUATION TABLE VII. F2 VALUES

Second First Wei- Loa-

VIF T- stat p-value f2 value
Order Order ght ding
Informa-
0.29 FU → OSQ 0.004
tion 1.757 3.648 0.000 0.800
2
Quality
Website OSQ → US 0.448
0.03
Aes- 2.416 0.443 0.658 0.655
4 SB → US 0.172
thetics
Web- Website
0.36 SC/PR → OSQ 0.209
site Conve- 2.818 4.520 0.000 0.808
2
Design nience
Website US → IU 1.376
0.33
Personal- 1.747 5.796 0.000 0.806
6
ization WD → OSQ 0.475
System
0.24
Avail- 1.576 3.819 0.000 0.739
3
ability The t-statistics and p-value were also considered for
Securi- 0.70 testing the significance between constructs using the same
Security 2.028 7.815 0.000 0.967
ty/ 6 guideline. This test was conducted using bootstrap analysis
Privac 0.36
y
Privacy
5
2.028 3.571 0.000 0.868 using the same guideline method with 5000 samples, 5%
significance level, two-tailed type, and the bias-corrected and
3) Structural Model Evaluation accelerated (BCa) method/ The path coefficients result can be
seen in Table VIII below.
There are four criteria to evaluate the predictive capability
of the model: coefficient of determination (R2), cross- Based on the path coefficient evaluations in Table VIII
validated redundancy (Q2), effect size (f2), and path and the graphical output shown in Fig 2, it can be concluded
coefficients [32]. R2 value assesses how much endogenous that:
constructs can be explained by exogenous constructs. R2 • H1: Website Design positively affects Overall e-
value ranges from 0 to 1, with higher levels suggesting more Service Quality.
robust predictive accuracy. A general recommendation of R2 Website Design (WD) is statistically significant (t-
values 0.75, 0.50, and 0.25 in marketing research can be statistic value 11.482 and p-value 0) and indicates a positive
considered substantial, moderate, and weak [25] but may correlation with Overall e-Service Quality by 0.515. The
differ depending on the research discipline. All the adjusted hypothesis was supported.
R2 values in this research were sufficient: R2 = 57.8% for IU, • H2: Security/Privacy positively affects Overall e-
R2 = 64.3% for OSQ, and R2 = 67.1% for US. Cross-validated Service Quality.
redundancy (Q2) or Q-square test was conducted to test the Security/Privacy (SC/PR) is statistically significant (t-
predictive relevance of the endogenous construct. As a rule statistic value 7.994 and p-value 0) and indicates a positive
of thumb, Q2 values > 0 for a specific endogenous construct correlation with Overall e-Service Quality by 0.358. The
suggest that the path model has adequate predictive relevance hypothesis is supported.
to certain constructs. The evaluation of R2 and Q2 can be seen • H3: Fulfillment positively affects User Satisfaction.
in Table VI below. Fulfillment (FU) is statistically insignificant (t-statistic
All endogenous constructs have met this criterion. Lastly, value 1.002 and p-value 0.316) and indicates a small positive
the effect size (f2) test was conducted to measure the strength correlation with Overall e-Service Quality by 0.046. The
of the relationship between variables. Generally, ƒ2 values of hypothesis is not supported.
0.02, 0.15, and 0.35 can be interpreted as small, medium, and • H4: Overall e-Service Quality positively affects User
large effects, while a value below 0.02 can be considered to Satisfaction.
have no effect [32], [33]. All construct predictors, as shown Overall e-Service Quality (OSQ) is statistically
in Table VII, demonstrated a sufficient effect size, with user significant (t-statistic value 11.585 and p-value 0) and
satisfaction having the highest magnitude of effect. In indicates a positive correlation with User Satisfaction by
contrast, fulfillment did not impact e-service quality. 0.545. The hypothesis is supported.
• H5: Sense of Belonging positively affects User
The following assessment is the path coefficients. Path Satisfaction.
coefficients examine the significance and strength of the Sense of Belonging (SB) is statistically significant (t-
relationship between latent constructs and for testing statistic value 7.069 and p-value 0) and indicates a positive
hypotheses. It ranges from -1 to +1 for relevance, with a value correlation with User Satisfaction by 0.337. The hypothesis
closer to +1 indicating a strong positive relationship. On the is supported.
contrary, the closer it is to -1, the more it shows a strong
• H6: User Satisfaction positively affects Intention to
negative relationship [32].
Use.
TABLE VI. R2 AND Q2 VALUES
User Satisfaction (US) is statistically significant (t-
statistics value 27.848 and p-value 0) and indicates a positive
R2 adjusted Q²predict correlation with Intention to Use (IU) by 0.761. The
OSQ 0.643 0.632 hypothesis is supported.
US 0.671 0.621
IU 0.578 0.513
 TABLE VIII. PATH COEFFICIENTS

Path Sample Standard T- p-

coefficient mean deviation stat value

WD → 11.4
0.515 0.516 0.045 0
OSQ 82

SC/PR 7.99
0.358 0.354 0.045 0
→ OSQ 4

FU → 1.00
0.046 0.05 0.046 0.316
OSQ 2
OSQ → 11.5
0.545 0.544 0.047 0
US 85
SB → 7.06
US
0.337 0.34 0.048
9
0 marketing strategy related to advertisement. Community
US → 27.8
0.761 0.761 0.027 0
IU 48
V. DISCUSSION
This study evaluates the relationship between e-service
quality, the sense of belonging, and user satisfaction on
intention to use Indonesian Discord users. Based on the
hypotheses testing, conclusions can be drawn that all
constructs have sufficient statistical significance except
fulfillment. The evaluation in this study suggested that each
construct was positively correlated, with website design
being the most powerful predictor of overall e-service
quality, which did not support [2]. Furthermore, the
evaluation suggested that fulfillment did not impact e-service
quality, consistent with [18].
Meanwhile, website design and security/privacy
evaluation were consistent with [4] and [17]. The sense of
belonging was also suggested to positively correlate with user
satisfaction, aligned with [6]. Lastly, user satisfaction also
positively correlated with intention to use, which aligned with
[7] and [21]. Therefore, five hypotheses proposed were
supported, while one failed to be confirmed.
VI. CONCLUSION
This study explanatorily evaluates the correlation
between e-service quality, sense of belonging, and user
satisfaction on the intention to use among Indonesian Discord
users. All constructs indicated positive correlations and are
statistically significant except for fulfillment. The result
suggested that users perceive higher satisfaction when there
is a superior e-service quality with a sense of belonging,
ultimately determining users' intention to use Discord.
The findings provide insight for community managers and
Discord application developers to understand better how
crucial e-service quality and a sense of belonging are in
maintaining a superior level of user satisfaction, which will
help to increase users' intention to use the Discord desktop
application. To provide an excellent user experience, Discord
application managers should maintain a seamless interaction
between users that consists of sufficient and personalized
information, interactive features to increase the sense of
belonging in Discord, visually appealing content, continuous
monitoring of the application, ensuring the privacy of user
personal information and communication data.
Fig. 2. Graphical Output of the Structural Model Evaluation
The respondents’ demographic may also be used for the
application managers as a decision-making support, such as a
managers are advised to create interactive chat/voice
channels according to members' needs, conduct regular
community activities to increase engagement and build a
sense of comfort and solidarity within the server.
This study is limited in research scope, capturing only a
single community of Discord users in Indonesia, which may
not correctly describe the entire Discord application's users.
To provide more generalizable results and implications,
future research may develop a more complex research model
that can more comprehensively capture the user experience
and perception of social media and different approaches to
statistical analysis. Lastly, researchers may expand the scope
of this research by capturing a broader range of respondents
with more extensive cultural and socioeconomic settings.
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