Measuring end-user satisfaction of online marketplace using end-user computing satisfaction model (EUCS Model) (Case study: Tokopedia.com)

Abstract

Tokopedia.com as known as Tokopedia is one of the biggest online marketplace in Indonesia. As one of the biggest online marketplace, Tokopedia has many end user as a seller and buyer. That conditions encourage to measure how Tokopedia's end-user satisfaction levels against website and mobile application's quality. This study uses End-User Computing Satisfaction (EUCS) Model by Doll and Torkzadeh to measure Tokopedia's end-user satisfaction. We spread the questionnaires to 100 end-users of Tokopedia.com who divided into two respondents groups they are 50 users as buyer and 50 users as seller on Tokopedia.com. After that, the data is analyzed using linear regression with SPSS. We build five hypothesis to be tested through this research. The results of this study is 5 variables tested are Content, Accuracy, Format, Ease of Use and Timeliness, found all variables had significant influence to end-user satisfaction level of Tokopedia.com users. So, all hypotheses accepted.

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