PENGARUH KUALITAS SISTEM, KUALITAS INFORMASI, DAN KUALITAS LAYANAN ELEKTRONIK TERHADAP KEPUASAN PENGGUNA APLIKASI ASTRAPAY

Abstrak

This study aims to analyze the effect of system quality, information quality, and electronic service quality on the satisfaction of AstraPay application users at the FIF Group office in Kendari City. The study adopts a quantitative explanatory survey approach based on the DeLone and McLean information system success model. The population consisted of 208 AstraPay users, from which 68 respondents were selected by simple random sampling using the Slovin formula. Data were collected through a five-point Likert scale questionnaire and analyzed using Structural Equation Modeling based on Partial Least Square (SEM-PLS) with SmartPLS 3.0. The results show that system quality, information quality, and electronic service quality each have a positive and significant effect on user satisfaction, and together explain 69.9 percent of the variance in user satisfaction. Electronic service quality is the strongest determinant, followed by system quality and information quality. These findings indicate that the success of a digital payment application depends not only on reliable systems and accurate information but, above all, on service that is efficient, responsive, available, and easy to contact when users encounter problems.

Kata kunci

• Electronic Service Quality
• Information Quality
• User Satisfaction
• system quality