Determinant Factors Influencing Intention to Use and System Usage and their Implications for Customer Satisfaction and Customer Loyalty

This study aims to determine the influence of system quality, information quality, service quality, perceived ease of use, and perceived usefulness on intention to use and system usage, and their implications for customer satisfaction and customer loyalty among Tokopedia application users. The population in this study consists of all consumers or customers who have conducted online transactions through the Tokopedia application, meeting the criteria of being at least 17 years old and having completed at least 2 transactions. The sample in this study comprised 180 respondents selected using non-probability sampling with a purposive sampling technique. The results indicated that system quality, information quality, service quality, perceived ease of use, and perceived usefulness significantly influenced intention to use and system usage. Furthermore, the results demonstrated that intention to use and system usage significantly impact user satisfaction, which in turn significantly influences user loyalty.