Analysis of the Effect of Web Quality Dimensions (Usability Quality, Information Quality, Service Interaction Quality) on Customer Satisfaction of Aksesmu Application Users in Semarang Area in the Context of B2b E-Commerce

Authors

  • Muhammad Daffa El Haq
  • karnowahadi - karnowahadi
  • Rustono - Rustono

DOI:

https://doi.org/10.32497/jobs.v9i2.4858

Keywords:

Website Quality Dimensions, Usability Quality, Information Quality, Service Interaction Quality, Customer Satisfaction

Abstract

The purpose in this study is to examine the impact of Web Quality Dimensions (Usability Quality, Information Quality, and Service Interaction Quality) on Customer Satisfaction of Aksesmu application users in Semarang area in the context of Business To Business E-Commerce. This study employed quantitative research techniques. The customer population totals 1000 individuals,the used sampling technique is  purposive by distributing questionnaires to 80 customers who are still active members or OBA (Outlet Binaan Aksesmu) who make transactions through the Aksesmu application in Semarang area. Multiple linear regression analysis was the chosen method for data analysis. The findings indicate that Web Quality Dimensions (Usability Quality, Information Quality, dan Service Interaction Quality) exert a noteworthy influence on Customer Satisfaction. Accompanied by a coefficient of determintation of 87,3%. This means that in increasing customer satisfaction, it is necessary to increase usability quality with innovation in the ease of using applications, improve information quality through reliable and easy to understand information, and improve impressive service interaction quality in order to create satisfaction with the company's brand

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Published

2023-08-23

Issue

Vol. 9 No. 2 (2023): August 2023

Section

Articles

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