THE INFLUENCE OF INTERFACE QUALITY, INFORMATION QUALITY AND CUSTOMER SERVICE ON CUSTOMER SATISFACTION AT ONLINE SHOP IN MANADO AT SAM RATULANGI UNIVERSITY STUDENTS

Abstract

Abstract: In today's competitive business environment marketing managers are more influenced from customer
expectation and meeting the demand for customer satisfaction is very important for them. Every organization must define
customer satisfaction regarding their market. This study objectives are to influences of interface quality, information
quality and customer service on consumer satisfaction at online shop in Manado. This study is conducted in Faculty of
Economics and Business Sam Ratulangi University at Manado. This research finding that the interface quality, information
quality and customer service has a positive and significant influence on customer satisfaction. Based on the results of
hypothesis testing found that interface quality, information quality, and customer service has significant and positive
impact partially on customer satisfaction of online shop in Manado. Suggestions: for online stores in Manado, these
findings must be taken into consideration in making decisions to increase the satisfaction of consumers who buy at online
stores, especially for milineal consumers or the younger generation. This is because this consumer is one of the biggest
consumers who shop online and start buying online at a young age. This is also supported by money obtained from parents
or income derived from doing business online or other businesses carried out by millennial generations.

Keywords: interface quality, information quality, customer service, customer satisfaction, online shop, university students,
Manado