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All Journal Jurnal Riset Ekonomi dan Akuntansi
Ardila Br Sembiring
Universitas Negeri Medan
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Analisis Kepuasan Pengguna Aplikasi Klik Indomaret Berdasasrkan Kualitas Sistem dan Pengalaman Pengguna di Medan Tembung Ardila Br Sembiring; Aprinawati Aprinawati
Jurnal Riset Ekonomi dan Akuntansi Vol. 4 No. 3 (2026): September: JURNAL RISET EKONOMI DAN AKUNTANSI
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jrea-itb.v4i3.4389

Abstract

This study aims to analyze the influence of System Quality and User Experience on User Satisfaction with the Klik Indomaret application in Medan Tembung District. The study employed a quantitative approach using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method with SmartPLS 4 software. A total of 140 respondents were selected through purposive sampling based on predetermined criteria. Data were collected using a questionnaire with a Likert scale as the research instrument. The results indicate that System Quality has a positive and significant effect on User Satisfaction, with a path coefficient of β = 0.794, a T-value of 35.968, and a p-value of < 0.001. System Quality was also identified as the most dominant factor influencing User Satisfaction, with an effect size (f²) of 1.963. Furthermore, User Experience has a positive and significant effect on User Satisfaction, with a path coefficient of β = 0.184, a T-value of 3.262, and a p-value of 0.001, although its contribution is relatively smaller, with an effect size (f²) of 0.105. Simultaneously, both variables explain 68% of the variance in User Satisfaction, with a coefficient of determination (R²) of 0.680, while the model demonstrates good predictive capability, as indicated by a Q² value of 0.543.
Co-Authors Aprinawati, Aprinawati