Customer Satisfaction In An Online Marketplace: A Case Study of ITL Trisakti Students

Abstract

This study aimed to discover the effect of web quality dimensions, i.e. usability, information quality, and interaction service, on customer satisfaction in a marketplace used by Institut Transportasi dan Logistik (ITL) Trisakti students. The quantitative study has 362 participants who were selected using a regression method. The results of the study revealed that the impact of usability, information quality, and interaction service affected online customer satisfaction. The multiple linear regression equation indicated that an increase in usability, quality of information, and interaction service would increase customer satisfaction in the marketplace. Based on the results of the F-test, it can be concluded that usability, information quality, and interaction service variables simultaneously influenced customer satisfaction in the marketplace. Keywords: customer satisfaction, information quality, interaction service, usability