The Influence of System Quality, Information Quality, and Service Quality on User Satisfaction Through Use in The Blibli Marketplace

Abstract

This study aims to determine what factors influence the success of the Blibli application using the Delone & McLean model. The variables used in this research are system quality, information quality, service quality, user activity, and user satisfaction. The population in this study are marketplace users who have used and shopped at the Blibli application, with a sample size of 190 respondents. The data collection technique used a questionnaire, and the data analysis technique used was the SmartPLS analysis tool. Based on the results of the study, of the ten hypotheses, seven hypotheses are accepted, namely information quality and service quality have a positive effect on user activity, system quality, service quality, and user activity have a positive effect on user satisfaction, information quality and service quality have a positive effect on user satisfaction through user activity. The contribution to this research resulted in a model for measuring the effectiveness of the Blibli application system that companies can use to develop applications in the future to increase user satisfaction with the Blibli application.