Impact of Information and System Quality on Customer Satisfaction and Loyalty on Platform E-Commerce in East Jakarta, Indonesia

Abstract

This study aims to analyze the influence of information quality and system quality on customer satisfaction and its impact on customer loyalty on e-commerce platforms in East Jakarta, with customer satisfaction as a mediating variable. The rapid growth of the e-commerce industry in Indonesia has led to increasingly fierce competition between platforms, so that improving service quality has become an important factor in customer retention. In the context of the digital economy, a company's ability to provide accurate, relevant, and easy-to-understand information, along with a reliable, responsive, and secure system, is key to building a positive customer experience. This study used a quantitative approach with a survey method of 300 respondents, active e-commerce users who had made transactions in the past six months. The data analysis technique used was Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results showed that information quality and system quality have a positive and significant influence on customer satisfaction. Furthermore, customer satisfaction has a positive and significant influence on customer loyalty. Customer satisfaction was also shown to mediate the relationship between information quality and system quality on customer loyalty. These findings indicate that the better the quality of digital services provided, the higher the level of customer satisfaction, thus encouraging long-term loyalty. This research provides theoretical contributions to the development of digital consumer behavior and practical implications for e-commerce platform managers in improving service quality to strengthen customer loyalty and maintain competitiveness in a competitive marketplace.