Analysis of The Influence of Trust on User Satisfaction of Mobile Application E-Commerce Using DeLone & McLean Method

NAILUL AMANI, - (2025) Analysis of The Influence of Trust on User Satisfaction of Mobile Application E-Commerce Using DeLone & McLean Method. Jurnal Sistem Cerdas, 8 (1). ISSN eISSN 2622- 8254 (Submitted)

Preview

Text (Tugas Akhir)
TA - Nailul.pdf
Download (4MB) | Preview

Official URL: https://apic.id/jurnal/index.php/jsc

Abstract

Lazada is a mobile-platform e-commerce site with 100 million downloads. Lazada sells smartphones, tablets, electronics, health and beauty products, men's and women's clothing, and baby and kids' gear online. User satisfaction is crucial to e-commerce success. However, Lazada app users still have many complaints that affect trust and satisfaction. This study adds the trust variable to the DeLone& McLean model to determine user satisfaction on the Lazada mobile app. Lazada users in Pekanbaru City participated in this study. This quantitative study uses online questionnaires and purposive sampling. PLS-SEM was used to analyze 100 respondents' data with SmartPLS 4.0. This study found that Information Quality, Trust, and Use affect user satisfaction, which affects trust. Out of 10 hypotheses, four were rejected: information quality on trust, service quality on user satisfaction, system quality on user satisfaction, and trust on net benefit.

Item Type:

Article

Contributors: