Website Quality and User Satisfaction: Evidence from Tokopedia Users in Mataram

Rizal Ramdani; Arwin Yafi Rahmatullah; Stevany Hanalyna Dethan

doi:10.31004/riggs.v5i2.9334

Authors

Rizal Ramdani UNIVERSITAS BUMIGORA
Arwin Yafi Rahmatullah Universitas Bumigora
Stevany Hanalyna Dethan Universitas Bumigora

DOI:

https://doi.org/10.31004/riggs.v5i2.9334

Keywords:

Website Quality, Usability Quality, Interaction Quality, User Satisfaction, Tokopedia

Abstract

This study aims to examine the effect of website quality dimensions: usability quality and interaction quality on Tokopedia user satisfaction in Mataram. This research employed a quantitative descriptive approach using multiple linear regression analysis. The sample consisted of 110 respondents selected through purposive sampling in Mataram who actively use Tokopedia. Data were collected through a structured questionnaire using a Likert scale. The findings indicate that usability quality has a positive and significant effect on user satisfaction. Interaction quality also demonstrates a positive and significant effect on user satisfaction. Thus, both independent variables significantly influence user satisfaction. The coefficient of determination (R²) is 0.621, suggesting that 62.1% of the variance in user satisfaction is explained by usability quality and interaction quality. These findings highlight the importance of enhancing website quality dimensions as a user-centered strategy for improving digital business performance. Therefore, this study contributes to the growing literature on e-commerce service quality by providing empirical evidence from emerging urban consumers and offers practical insights for digital platform managers to strengthen customer retention, improve user experience, and maintain competitive advantage in the rapidly evolving online marketplace. Furthermore, the results provide valuable guidance for developing more effective digital service strategies that align with evolving consumer expectations.

Downloads

Download data is not yet available.

References

Aditri, F., Adzro, H., Dipura, I. F., Rizky, M., Ramadhani, R. A., Alyani, N., & Madya, M. M. (2026). The Influence of Electronic Service Quality and Application Navigation Ease on User Satisfaction and Customer Loyalty, with Online Shopping Experience as a Moderating Variable. INJOSE: International Journal of Strategic Enterprise and Economics /, 1(1), 32–43.

Ahdiat, A. (2023). 5 E-Commerce dengan Pengunjung Terbanyak Kuartal I 2023. Databoks.Katadata.Co.Id. https://databoks.katadata.co.id/teknologi-telekomunikasi/statistik/1f9a77c8c8a2c66/5-e-commerce-dengan-pengunjung-terbanyak-kuartal-i-2023

Ahoren, A. A., Suhendra, C. D., & Baisa, L. Y. (2025). Evaluasi Pengaruh Kualitas Website Kampung Kopo terhadap Kepuasan Pengguna Menggunakan Model WebQual 4.0. Journal of Applied Computer Science and Technology, 5(2), 107–114. https://doi.org/10.52158/tftzct83

Barnes, S. J., & Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3(2), 114–127.

BI. (2025). Transaksi E-Commerce Indonesia 2019–2024. Pusatdata.Kontan.Co.Id. https://pusatdata.kontan.co.id/infografik/88/Transaksi-Ecommerce-Indonesia-2019-2024

Bintari, W. P. (2022). Pengaruh Usability, Information Quality, dan Service Interaction Terhadap Loyalitas Konsumen Dengan Kepuasan Sebagai Variabel Intervening (Studi Pada Konsumen Tokopedia di Kabupaten Kediri). Jurnal Perspektif, 20(1), 63–72. https://doi.org/10.31294/jp.v20i1.12286

Field, A. (2018). Discovering Statistics Using IBM SPSS Statistics (5th ed.). Sage Publications.

Fitrah, F. J., Fadlil, A., & Umar, R. (2023). Analysis of the Saintekmu Website Quality on User Satisfaction Using the Modified System Usability Scale and Webqual 4.0 Method. Jurnal RESTI (Rekayasa Sistem Dan Teknologi Informasi), 7(6), 1319–1331. https://doi.org/10.29207/resti.v7i6.5116

Fuada, Z. (2025). Analysis of E-Commerce Website Service Quality on Customer Satisfaction Using the WebQual 4.0 Method. Journal Digital Technology Trend, 4(1), 1–7. https://doi.org/10.56347/jdtt.v4i1.264.

Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan Program IBM SPSS 25, Edisi 9. Semarang: Badan Penerbit Universitas Diponegoro.

Hair, J. F., Page, M., & Brunsveld, N. (2020). Essential of Business Research Methods (Fourth). Routledge.

Johnson, R. A., & Wichern, D. W. (2019). Applied Multivariate Statistical Analysis (6th ed.). Pearson.

Latif, F. R. D., & Ishak, A. (2022). Faktor-faktor yang Mempengaruhi Belanja Online Berbasis Smartphone: Sebuah Studi Empiris dari Pembelanja Wanita Muda di Indonesia. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 1(3), 249–265.

Lemon, M. H. A., Nilu, M. khannam, Hossain, S. Z., & Karmaker, R. (2024). The Impact of Usability, Security, and Service Quality on User Satisfaction and Experience in Digital Platforms: A Correlation Study. Journal of Marketing and Consumer Research, 93, 56–66. https://doi.org/10.7176/JMCR/92-05

Maulana, A. (2025). Penerapan Metode WebQual 3.0 untuk Menilai Kualitas WebsiteBatam.Tribunnews. Jurnal Desain Dan Analisis Teknologi (JDDAT), 4(1), 16–29. https://doi.org/10.58520/jddat.v4i1.70

Minarwati, & Hidayah, I. (2022). Penerapan Metode Webqual 4.0 Untuk Analisis Kualitas Website STMIK El Rahma Terhadap Kepuasan Pengguna. Jurnal Informatika Komputer, Bisnis Dan Manajemen, 20(2), 87–99. https://doi.org/10.61805/fahma.v20i2.36

Monadi, A., Behzadfar, M., Nikabadi, S., & Farazjou, F. (2025). The Relationship Between Urban Public Facility Quality, Psychological Well-Being, and User Satisfaction: A Descriptive-Correlational Study. Research Journal of Management Reviews, 10(2), 44–50. https://doi.org/10.61186/rjmr.10.2.44

Nasution, R. H., & Enda, D. (2025). Analysis of the Website Quality of Diskominfotik Bengkalis Using the Webqual 4.0 Method. Jurnal Ilmiah Sistem Informasi, 4(3), 458–474. https://doi.org/10.51903/x2hs4q46

Nawir, F., & Hendrawan, S. A. (2024). The Impact of Website Usability and Mobile Optimization on Customer Satisfaction and Sales Conversion Rates in E-commerce Businesses in Indonesia. The Eastasouth Journal of Information System and Computer Science (ESISCS), 2(1), 15–30. https://doi.org/10.58812/esiscs.v2i01.324

Nguyen, H. P. (2025). The Influence of User Experience on E-commerce Satisfaction.

Olivia, & Farisi, A. (2026). Evaluation of Employee Payroll Website Quality Using the WebQual4.0 Model at SPBU 23.301.34. Brilliance: Research of Artificial Intelligence, 6(1), 21–30. https://doi.org/10.47709/brilliance.v6i1.7596

Purimartyas, A., Jatmiko, R. D., & Aziz, N. (2021). The Influence of Website Quality On Customer Loyalty Mediated byCustomer Satisfaction ofShopeeCareer Women Customers. Jurnal Manajemen Bisnis Dan Kewirausahaan, 1(3), 158–165. https://doi.org/10.22219/jamanika.v1i3.18225

Qalati, S. A., Vela, E. G., Li, W., Dakhan, S. A., Hong Thuy, T. T., & Merani, S. H. (2021). Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping. Cogent Business & Management, 8(1), 1–20. https://doi.org/10.1080/23311975.2020.1869363

Ramadhan, M. I., Akbar, M. R., & Rahman, R. (2025). Analisis Pengaruh Kualitas Website E-Commerce Terhadap Kepuasan dan Minat Beli Konsumen: Studi Kasus Platform La_Varnali. Jurnal Penelitian Teknik, 2(2), 51–55.

Ramdani, R., & Saad, S. (2023). Service Quality and Customer Satisfaction on E-commerce Platform Towards Apparel Products in Indonesia. Journal of Trends Economics and Accounting Research, 8(3), 20–34. https://doi.org/10.47065/jtear.v5i4.2128

Roz, K. (2020). Analisis Pengaruh Website Quality terhadap Kepuasan Pengguna dengan Menggunakan Metode WebQual 4.0. Jurnal Manajemen & Kewirausahaan, 8(1), 41–49. https://doi.org/10.26905/jmdk.v8i1.3782

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Tanriady, E. P., Munir, A., & Surasa, H. (2024). Implementation Of The Webqual 4.0 Method In Analyzing User Satisfaction Of The Search Buddy Website. KHARISMA Tech, 9(1), 75–85. https://doi.org/10.55645/kharismatech.v19i1.470

Utamanyu, R. A., & Darmastuti, R. (2022). Budaya Belanja Online Generasi Z dan Generasi Milenial di Jawa Tengah (Studi Kasus Produk Kecantikan di Online Shop Beauty By Asame). Jurnal SCRIPTURA, 12(1), 58–71. https://doi.org/10.9744/scriptura.12.1.58-71

Wilson, N., Keni, K., & Tan, P. H. P. (2019). The Effect of Website Design Quality and Service Quality toward Repurchase Intention in the E-commerce Industry: A Cross-Continental Analysis. Gadjah Mada International Journal of Business, 21(2), 187–222. https://doi.org/10.22146/gamaijb.33665