Journal article

KONTRIBUSI SUCCESS FACTORS TERHADAP KEPUASAN PENGGUNA DAN DAMPAKNYA PADA PERILAKU PASCA PENGGUNAAN (Studi Pada Pengguna E-marketplace di Denpasar)

Made Pradnyan Permana Usadi I Ketut Rahyuda I Gst. Ayu Kt. Giantari

Volume : 7 Nomor : 7 Published : 2017, March

JUIMA - Jurnal Ilmu Manajemen

Abstrak

There is not a few consumers who are unsatisfied with the service of several e-commerce sites such as mismatch of information, duration of delivery and product guarantee issues. It shows that information system quality is key factor in determining the successful e-commerce site such as e-marketplace, so it can satisfy the users. This study intends to elucidate influence of information quality, systems quality, and service quality toward user satisfaction and it’simpact on post-use behavior. This study was conducted in Denpasar. Sampleare 100 active users of some e-marketplace, taken by usingpurposive sampling. SEM-PLS are used as analysis technique. The study found that information quality, systems quality, and service quality has significant impact on user satisfaction. Furthermore, user satisfaction has significant impact on e-WOM and intention to reuse the website. It is important to enhance the quality of information systems to accommodate the increasing needs of users.This findings implicates that the quality system was found as a major factor in successful e-marketplace. Management needs to focus on this through system improvement and continuous development that follows the evolving needs, so companies can improve customer satisfaction and loyalty of its users.