PENGARUH KUALITAS SISTEM, KUALITAS INFORMASI DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA PENGGUNA TOKOPEDIA (STUDI KASUS : PADA PENGGUNA TOKOPEDIA DI KABUPATEN PONOROGO )

Muannisah, Nurul (2025) PENGARUH KUALITAS SISTEM, KUALITAS INFORMASI DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA PENGGUNA TOKOPEDIA (STUDI KASUS : PADA PENGGUNA TOKOPEDIA DI KABUPATEN PONOROGO ). S1 thesis, Universitas Muhammadiyah Ponorogo.

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Abstract

E-commerce consumer satisfaction can be influenced by three main factors: system quality, information quality, and service quality. Many users, particularly Tokopedia, complain about several aspects of the app, such as frequent bugs, slow transaction processing, and unresponsive customer service. App ratings on the Play Store indicate that although many users are satisfied, there are still areas that need improvement to compete with other e-commerce platforms such as Shopee. This study was conducted on 96 Tokopedia consumers in Ponorogo Regency. Data were collected using a questionnaire distributed through Google Forms. Data analysis was performed using multiple linear regression analysis. The results of this study indicate that partially, system quality has a positive and significant effect on Tokopedia consumer satisfaction in Ponorogo Regency, information quality has a positive and significant effect on Tokopedia consumer satisfaction in Ponorogo Regency, and service quality has a positive and significant effect on Tokopedia consumer satisfaction in Ponorogo Regency. Simultaneously, system quality, information quality, and service quality have a positive and significant effect on Tokopedia consumer satisfaction in Ponorogo Regency.Consumers can be more satisfied with responsive and helpful service, a reliable and easy-to-use system, and accurate and complete product information. Customer satisfaction levels can decline if any of these three components experience a decline in quality. Tokopedia is urged to focus not only on technology development but also on continuously improving the quality of data available on the platform and enhancing customer service to maintain and increase customer loyalty, especially among Tokopedia users in Ponorogo Regency.

Item Type:	Thesis (S1)
Uncontrolled Keywords:	Kualitas Sistem, Kualitas Informasi, Kualitas Layanan, Kepusan Konsumen.
Subjects:	L Education > L Education (General)
Divisions:	Faculty of Economic > Department of Management
Depositing User:	Nurul Muannisah
Date Deposited:	21 Aug 2025 07:12
Last Modified:	05 Nov 2025 04:18
URI:	https://eprints.umpo.ac.id/id/eprint/17177

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