PENGARUH PERSEPSI KEGUNAAN, KUALITAS INFORMASI, TERHADAP E-KEPUASAN DENGAN KEPERCAYAAN SEBAGAI VARIABEL MEDIASI PADA PENGGUNA MARKETPLACE TOKOPEDIA DI DAERAH ISTIMEWA YOGYAKARTA

Mutasab Arung Prajoko, Irhas Effendi, Dyah Sugandini

Abstract


Abstract: Tokopedia's e-commerce to date has never been in the first position of the brand index experienced by Tokopedia, this could be due to a decrease in satisfaction. The problem in this study is to determine the effect of perceived usefulness and quality of information on E-Satisfaction, Trust as a mediating variable. The method used in this research is a survey method. The non-probably method uses purposive sampling. The type of data used in this research is primary data. The method of data acquisition in this study used a questionnaire. The data collection process in this study includes the distribution of links to Tokopedia e-commerce users in the Special Region of Yogyakarta. The relationship between perceived usefulness has a positive and significant effect on E-Satisfaction. The relationship between the quality of information with E-Satisfaction, the results obtained that the quality of information has a positive and significant effect on E-Satisfaction. The relationship between perceived usefulness and E-Satisfaction with Trust as a mediation has a positive and significant effect. The relationship between the quality of information with E-Satisfaction with Trust as a mediation has a positive and significant effect. Based on the data obtained t-statistic Quality of information on the lowest E-Satisfaction of 1.99. Tokopedia needs to be vigilant and careful to maintain the quality of web information. Like other intangible assets, the quality of web information is very vulnerable. the smallest indicator is E-Satisfaction of 3.53 in the form of services on the Tokopedia application meeting expectations.

Abstrak: E-commerce Tokopedia sampai saat ini belum pernah berada di posisi pertama brand index yang dialami oleh Tokopedia bisa saja terjadi karena penurunan kepuasan. Permasalahan dalam penelitian ini mengetahui Pengaruh Persepsi kegunaan dan Kualitas informasi terhadap E-Kepuasan, Kepercayaan sebagai variable mediasi. Metode yang digunakan dalam penelitian ini adalah metode survei. Metode non-probabily menggunakan purposive sampling. Jenis data yang digunakan dalam penelitian ini adalah data primer. Metode perolehan data pada penelitian ini menggunakan kuesioner. Proses pengumpulan data dalam penelitian ini meliputi penyebaran link kepada pengguna e-commerce Tokopedia di Daerah Istimewa Yogyakarta.Hubungan antara Persepsi kegunaan berpengaruh positif dan signifikan terhadap E-Kepuasan. Hubungan antara Kualitas informasi dengan E-Kepuasan, diperoleh hasil bahwa Kualitas informasi berpengaruh positif dan signifikan terhadap E-Kepuasan. Hubungan antara Persepsi kegunaan dengan E-Kepuasan dengan Kepercayaan sebagai mediasi berpengaruh positif dan signifikan. Hubungan antara Kualitas informasi dengan E-Kepuasan dengan Kepercayaan sebagai mediasi berpengaruh positif dan signifikan. Berdasarkan data diperoleh t-statistic Kualitas informasi terhadap E-Kepuasan terendah sebesar 1,99. Tokopedia perlu waspada dan berhati-hati untuk menjaga kualitas informasi web. Seperti aset tidak berwujud lainnya, kualitas informasi web sangat rentan. indicator terkecil adalah E-Kepuasan sebesar 3,53 berupa layanan pada aplikasi Tokopedia memenuhi harapan.


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DOI: https://doi.org/10.35794/jmbi.v9i1.38987

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