Published date: May 26 2023

Journal Title: KnE Social Sciences

Issue title: International Conference on Advance & Scientific Innovation (ICASI)

Pages: 758–769

DOI: 10.18502/kss.v8i9.13391

Marthaleina Ruminda Sitorusmarthaleina.rs@gmail.comInstitut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

Aisyah RahmawatiInstitut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

Putri Ayu LestariInstitut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

Salsabila Fitri AlfarisInstitut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

Novi Indah SusanthiInstitut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

Lira AgusintaInstitut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

This study aimed to discover the effect of web quality dimensions, i.e. usability, information quality, and interaction service, on customer satisfaction in a marketplace used by Institut Transportasi dan Logistik (ITL) Trisakti students. The quantitative study has 362 participants who were selected using a regression method. The results of the study revealed that the impact of usability, information quality, and interaction service affected online customer satisfaction. The multiple linear regression equation indicated that an increase in usability, quality of information, and interaction service would increase customer satisfaction in the marketplace. Based on the results of the F-test, it can be concluded that usability, information quality, and interaction service variables simultaneously influenced customer satisfaction in the marketplace.

Keywords: customer satisfaction, information quality, interaction service, usability

[1] Parasuraman A. Service productivity, quality and innovation: implications for servicedesign practice and research. Int J Qual Serv Sci. 2010;2(3):277–86.

[2] Suci A, Oktavia L, Ruminda M, Liauw JK. The Influence of Market Place Mobile Application Towards Purchase Intention By Webqual 4. 0 Method. 2019. pp. 695– 703.

[3] Barnes S, Vidgen R. WebQual : An Exploration of Web-Site Quality. WebQual : An Exploration of Web-site Quality. 2000;( June):2014.

[4] Simarmata J, Ruminda M, Kosasih SC, Suvittawat A. Service Innovation for Business Growth : Case Study of Thai and Indonesian Logistic Entrepreneurs. 2018. pp. 1486– 1495

[5] Król K, Zdonek D. Local government website usability on mobile devices: test results and recommendations. Digital Policy, Regulation and Governance. 2021;23(2):173– 89.

[6] Kumar P, Polonsky M, Dwivedi YK, Kar A. Green information quality and green brand evaluation: the moderating effects of eco-label credibility and consumer knowledge. Eur J Mark. 2021;55(7):2037–71.

[7] Lee R, Neale L. Interactions and consequences of inertia and switching costs. J Serv Mark. 2012;26(5):365–74.

[8] Hidayati N, Hidayat M, Ruminda M, Agusinta L, Ricardianto P. Loyalitas Dan Kepuasan Penumpang pada Mass Rapid Transit [ JMTRANSLOG]. Jurnal Manajemen Transportasi & Logistik. 2021 Nov;08(03):235–46.

[9] Prof. Dr. Sugiyono, Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Penerbit Alfabeta; 2016.

[10] Ghozali I. Aplikasi Analisis Multivariate dengan Program IBM SPSS 21 Update PLS Regresi. Semarang: Badan Penerbit Universitas Diponegoro; 2013.

[11] Ghozali I. Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25. 9th ed. Semarang: Badan Penerbit Universitas Diponegoro; 2018.

[12] Agrawal S, Singh V, Upadhyay Y. Structural model of information quality framework to e-agri supply chain. Journal of Advances in Management Research. 2021 Oct;18(4):609–34.

[13] Jannah M, Meliana V. Pengaruh Kualitas Produk dan Relationship Marketing Terhadap Kepuasan Konsumen Ngemil Banana Chips. STREAMING Jurnal Manajemen. 2022;1(1). [Online]. Available: http://ojs.kalbis.ac.id/index.php/kalbisiana/article/view/469

[14] D. Hamidin et al.Strategi Pemasaran di Era Digital, Cetakan I, Juni 2022. Sukabumi, Jawa Barat: Haura Utama, 2022.