Analysis of System, Information and Service Quality Factors on Customer Satisfaction in Quick Commerce Applications in Indonesia

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Abstract

Despite the growing popularity of quick commerce applications in Indonesia, there is a lack of comprehensive research that specifically analyzes the relationship between system, information, and service quality factors and customer satisfaction in these applications. Most of the previous studies focused on the business model of Quick Commerce. Therefore, there is a research gap in understanding how these factors contribute to customer satisfaction in quick commerce applications in Indonesia. This study examines how system quality, information quality, and service quality impact customer satisfaction in Quick Commerce applications in Indonesia. Data from 112 respondents were analyzed using SmartPLS method to investigate the relationships between these factors and the mediating role of intention to use. The method used to select the sample is purposive sampling, and the scoring method used is called Likert’s Summated Rating (LSR). The results reveal that system quality and service quality significantly influence users' intention to use the applications, which, in turn, significantly affects user satisfaction. However, no significant relationship was found between information quality, intention to use, and user satisfaction. This study provides valuable insights and practical recommendations for implementing a focus on enhancing system and service quality to ensure reliable and seamless user experiences, leading to success in customer satisfaction. Additionally, future research can be conducted to focus on a more specific population using the clustering sampling method and examine the indicators of each factor in detail.