HOW SERVICE, SYSTEM, AND INFORMATION QUALITY SHAPE SHOPEE CUSTOMER SATISFACTION THROUGH OVERALL PERCEIVED SERVICE QUALITY
Abstract
This research aims to analyze the influence of service quality, system quality, and information quality on Shopee application user satisfaction through overall perceived service quality in Indonesia. In the current digital era, e-commerce such as Shopee has become a platform that is often used by Indonesian people for online shopping. And customer satisfaction is the main factor influencing the success of the Shopee application. This research uses a quantitative method with a survey approach, where the data collected is through a questionnaire distributed to Shopee application users in Indonesia. Then the data obtained will be analyzed using the SEM-PLS method to test the relationship between the variables studied. The results of this research show that service quality, system quality, and information quality have a significant effect on overall perceived service quality. Overall perceived service quality has a significant effect on customer satisfaction. And overall perceived service quality has a positive effect in mediating the relationship between service quality, system quality, and information quality on customer satisfaction.
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References
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