Research objectives and hypothesis/research questions:
Grounded in the DeLone and McLean IS Success Model and the SERVQUAL framework, the research proposes that Usability Quality (UQ), Information Quality (IQ), and Service Interaction Quality (SIQ) serve as positive antecedents, while Language Barrier (LB) functions as a negative antecedent, of Overall User Satisfaction (OS).

Research methods:
Employing a positivist, deductive approach, survey data were collected from 150 professionals operating in the multilingual business context of Malaysia. The data were analyzed using the rigorous analytical technique of Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess the measurement model’s validity and test the structural hypotheses.

Main results:
The results provide robust empirical support for the entire model. All four hypotheses were confirmed, revealing that Usability Quality (β = 0.42, p < 0.001) is the strongest positive predictor of satisfaction, followed by Service Interaction Quality (β = 0.31, p < 0.001) and Information Quality (β = 0.28, p < 0.001). Critically, the Language Barrier (β = -0.15, p = 0.004) demonstrated a statistically significant negative impact. Collectively, these constructs explain a substantial 68% of the variance in User Satisfaction.

Implications for theory and practice:
Theoretically, this research makes a substantive contribution by successfully integrating a sociolinguistic communication barrier into established information systems success and service quality paradigms, thereby bridging discrete literatures and offering a more holistic framework for understanding digital service evaluation in globalized contexts. For practitioners, including SaaS product managers and executives, the findings deliver a validated, strategic roadmap. They underscore that achieving superior satisfaction and sustainable competitive advantage necessitates a synchronized, multi-faceted strategy: relentless investment in intuitive user experience design, ensuring impeccable data integrity and governance, cultivating a customer support function characterized by empathy and expertise, and implementing proactive, comprehensive localization to mitigate linguistic and cultural friction, thereby fostering a truly inclusive global user experience.