Texts

THE DETERMINANT FACTORS INFLUENCING INTENTION TO USE AND SYSTEM USAGE AND THEIR IMPLICATIONS FOR CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

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ABSTRACT

This study aims to determine the influence of system quality, information quality,
service quality, perceived ease of use, and perceived usefulness on intention to use and
system usage and their implications for customer satisfaction and customer loyalty in
Tokopedia application users. The population in this study are all consumers or
customers who have made online transactions through the Tokopedia application with
the criteria that they are at least 17 years old and have made at least 2 transactions. The
sample in this study was 180 respondents who used non-probability sampling with a
purposive sampling technique. The results showed that system quality, information
quality, service quality, perceived ease of use, and perceived usefulness had a
significant influence on intention to use and system usage. The results also showed that
intention to use and system usage has a significant influence on user satisfaction, then
user satisfaction had a significant influence on user loyalty.

Keywords: DeLone & McLean IS Success Model, Technology Acceptance Model,
Customer Satisfaction Theory

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Ketersediaan

20242172

P 658,81 HAL d 2024 K1

Fadel Muhammad Resource Center (Ilmu Terapan)

Tersedia namun tidak untuk dipinjamkan - No Loan

Informasi Detail

Judul Seri

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No. Panggil

P 658,81 HAL d 2024 K1

Penerbit

Malang : Program Magister Ilmu Administrasi Bisnis Fakultas Ilmu Administrasi Universitas Brawijaya Malang., 2024

Deskripsi Fisik

-, 34 Halaman ; Ilus : 29,5 Cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

658,81

Tipe Isi

text

Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Technology Acceptance Model
Jurnal / Journal
DeLone & McLean IS Success Model
Customer Satisfaction Theory

Info Detail Spesifik

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Pernyataan Tanggungjawab

Halid

Versi lain/terkait

Lampiran Berkas

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