Analisis Pengaruh Kualitas Informasi, Kualitas Sistem dan Kualitas Layanan Terhadap Kepuasan Pengguna Pada Aplikasi Tokopedia Dengan Model Delone And Mclean Di Kota Palembang

Abstract

The purpose of this study is to prove that the information
quality, service quality, and system quality of the Tokopedia
application have an influence on the satisfaction of the Tokopedia
application users either partially or simultaneously by using the
Delone and Mclean method. This model is used to measure the
success of information systems and is known as a simple model but
is considered quite valid by researchers. The variables measured in
this method are taken from the Delone and McLean models which
include information quality, system quality and service quality
which are tested to see their effect on user satisfaction. The
population in this study are the users of the Tokopedia application
in the city of Palembang where the number of samples taken is 100
respondents determined by using the Lemeshow formula. The
research method used is a survey with a questionnaire which is
analyzed using SPSS tools to determine the results of the T test and
F test. The results show that partially the quality of information has
no effect, but other variables have an influence on user satisfaction.
Simultaneously, all variables together have a significant positive
effect on user satisfaction.