The System Quality and Customer Satisfaction with Website Quality as Mediator in Online Purchasing: A Developing Country Perspectives

Kumar, Anil; Lata, Suman

doi:10.1177/2516600x21991945

Cited by 21 publications

(16 citation statements)

References 62 publications

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“…: System Quality berpengaruh positif dan signifikan terhadap switching intention Pengaruh System Quality terhadap customer satisfaction Beberapa penelitian menunjukkan bahwa system quality berpengaruh positif dan signifikan terhadap kepuasan konsumen. Sebagai contoh, sebuah penelitian tentang kualitas sistem dan kepuasan pelanggan dengan kualitas situs web sebagai mediator dalam pembelian online menemukan bahwa kualitas sistem berpengaruh positif terhadap kepuasan pelanggan (Kumar & Lata, 2021). Selain itu, penelitian lain menunjukkan bahwa kualitas sistem, kualitas informasi, dan dukungan manajemen puncak berpengaruh besar terhadap kepuasan pelanggan.…”

Section: H6unclassified

Predicting Switching intention Among Generation Z (Study on Shopee App)

Purnama Putri

2024

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Studies that focus on the interaction of variables related to system quality, information quality, and service quality, as well as their effect on user satisfaction and subsequent intentions to switch to alternative e-commerce platforms can provide a better understanding of Generation Z's Customer behavior in using e-commerce applications. The approach used in this study is a quantitative approach. This study is to test the variables that affect switching intention with analysis tools using PLS software. This pathway analysis technique will be used in testing the magnitude of the contribution indicated by the path coefficients on each path diagram of causal relationships between IQ, SQ, SyQ, SI variables, on ST. The population is 188,951 people with sample of this study was Gen Z totaling 125 respondents. The results showed that Information Quality does not affect Customer satisfaction and the switching intention at shopee, but system quality affect the satisfaction and switching intention. The service quality has no effect on switching intention but affects customer satisfaction. Customer satisfaction affects the desire to change applications. Customer satisfaction mediates the relationship between service quality, system quality and the switching intention from shopee. However, it does not mediate the relationship between Information Quality and the switching intention Keywords: Service Quality, Information Quality, System Quality, Switching Intention, Customer Satisfaction

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Section: H6unclassified

Predicting Switching intention Among Generation Z (Study on Shopee App)

Purnama Putri

2024

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“…Kualitas sistem merupakan sebuah penilaian yang berkaitan dengan kualitas yang diharapkan pengguna dari sebuah sistem pada suatu produk (DeLone & McLean, 2003). Sedangkan Kumar & Lata (2021) mendeskripsikan kualitas sistem sebagai kemampuan sistem untuk bekerja sebagaimana fungsinya guna menghasilkan output yang sesuai harapan pengguna. Kualitas sistem diukur dari perspektif pengguna terhadap penggunaan suatu sistem yang mencangkup perangkat keras, perangkat lunak, jaringan, dan basis data pada sistem tersebut 15.…”

Section: Kualitas Sistemunclassified

“…Kualitas sistem diukur dari perspektif pengguna terhadap penggunaan suatu sistem yang mencangkup perangkat keras, perangkat lunak, jaringan, dan basis data pada sistem tersebut 15. Tinggi rendahnya penilaian kualitas sistem oleh pengguna akan berdampak pada perilaku mereka terhadap suatu produk (Kumar & Lata, 2021).…”

Section: Kualitas Sistemunclassified

Pengaruh Kualitas Sistem Dan Kualitas Layanan Terhadap Loyalitas Dimediasi Kepuasan Pelanggan Pada Nasabah Aplikasi Mobile Banking Bank Bsi Syariah

Wahyuningsih,

Rojuaniah

2023

JMBO

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Kemajuan teknologi dan perkembangan internet secara fundamental telah mengubah sektor perbankan dan jasa keuangan dalam berbagai hal layanan keuangan dan cara menyediakannya. Saat ini, banyak nasabah yang memilih untuk menggunakan M-banking, guna mempermudah dan memperlancar aktivitas tabungan serta transaksi mereka. Penelitian ini bertujuan untuk mengekspolrasi hubungan kualitas sistem, kualitas informasi, kualitas layanan, kepercayaan, kepuasan pelanggan, dan loyalitas pada pengguna aplikasi M-banking. Total responden yang digunakan dalam penelitian ini adalah sebanyak 100 responden yang ditentukan dengan metode purposive sampling. Selanjutnya, penelitian ini menggunakan analisis faktor sebagai metode untuk menguji validitas dan reliabilitas kuisioner. Sedangkan pada uji hipotesis, penelitian ini menggunankan metode analisis jalur (Path Analysis). Hasil penelitian ini membuktikan bahwa kualitas sistem berpengaruh terhadap kepuasan pelanggan , kualitas layanan berpengaruh terhadap kepuasan pelanggan ,kualitas sistem berpengaruh terhadap loyalitas , kualitas layanan berpengaruh terhadap loyalitas dan kepuasan pelanggan tidak berpengaruh terhadap loyalitas.

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“…Sheng and Liu (2010) indicated system availability has positive effects on perceived overall quality in e-commerce settings. Kumar and Lata (2021) mentioned function issues of a website like non-working buttons and broken links lead to frustration which causes the occurrence of dissatisfaction. Parasuraman et al (2005) found system availability dimension has the strongest impact on consumer perceived service quality.…”

Section: Modellingmentioning

confidence: 99%

Modelling services continuance intention: evidence from apps stores

Rezaei

Naser

et al. 2022

APJBA

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PurposeThe objective of this study is to examine the drivers of retail apps satisfaction and continuance intention. An integrative theoretical framework was developed based on the IS success model, E-S-QUAL and expectancy and disconfirmation model to explain retail apps users’ satisfaction and continuance intention.Design/methodology/approachA total of 359 useable data were collected from the targeted Malaysian respondents who had experience in using retail apps services. Data were analysed using the partial least squares technique.FindingsThe results indicate that system quality and e-service quality positively influence retail apps usage satisfaction and have positive direct and indirect effects through satisfaction on continuance intention. The price level has a negative effect on retail apps usage satisfaction. Even though price level has no direct effect on continuance intention to use retail apps, it has an indirect effect on continuance intention through satisfaction.Originality/valueAlthough the success of a marketing channel mainly depends on its continuance usage rather than first-time usage, few studies have paid attention to retail apps services. This study contributes to the advancement of knowledge on retail apps by explaining the roles of system quality, e-service quality and price level on retail apps satisfaction and continuance intention. Interestingly, the findings of multi-group analysis imply that female Gen Y app users are more satisfied than males while such differences do not impact their continuance intention to use the retail apps. The findings also suggested that frequency of using apps has no relevance to retail apps user satisfaction, but highly relevant to their continuance intention to use retail Apps services.

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The System Quality and Customer Satisfaction with Website Quality as Mediator in Online Purchasing: A Developing Country Perspectives

Cited by 21 publications

References 62 publications

Predicting Switching intention Among Generation Z (Study on Shopee App)

Predicting Switching intention Among Generation Z (Study on Shopee App)

Pengaruh Kualitas Sistem Dan Kualitas Layanan Terhadap Loyalitas Dimediasi Kepuasan Pelanggan Pada Nasabah Aplikasi Mobile Banking Bank Bsi Syariah

Modelling services continuance intention: evidence from apps stores

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