ANALISIS MODEL KERANGKA TAM-ISSM TERHADAP KEPUASAN PENGGUNA SERTA DAMPAKNYA PADA CITIZEN TRUST DAN CONTINUANCE USE INTENTION

Authors

Anisha Wijaya Ningrum Universitas Muhammadiyah Surakarta
Novel Idris Abas Universitas Muhammadiyah Surakarta

DOI:

Keywords:

Kualitas Informasi, Kualitas Sistem, Persepsi Kegunaan, Kepuasan Pengguna, Kepercayaan Masyarakat.

Abstract

Perkembangan teknologi mendorong peningkatan penggunaan layanan berbasis sistem informasi, sehingga kualitas layanan menjadi faktor penting untuk mempertahankan tingkat kepuasan serta kesetiaan pengguna. Temuan diarahkan guna menelaah sejauh mana pengaruh kualitas informasi, kualitas sistem, kualitas layanan, persepsi kegunaan, dan persepsi kemudahan terhadap kepuasan pengguna, serta dampaknya terhadap kepercayaan masyarakat dan intensitas penggunaan dengan kepuasan pengguna sebagai variabel mediasi. Landasan teoritis penelitian mengacu pada DeLone and McLean IS Success Model serta Technology Acceptance Model (TAM). Data diperoleh melalui survei kuesioner daring kepada 250 responden pengguna e-commerce di Universitas Muhammadiyah Surakarta, kemudian diolah melalui teknik Partial Least Squares Structural Equation Modeling (PLS-SEM). Berdasarkan pengolahan data menunjukkan seluruh hubungan signifikan, baik secara langsung maupun melalui mediasi. Variabel bebas terbukti berkontribusi positif terhadap kepuasan pengguna, yang selanjutnya memediasi pengaruhnya terhadap kepercayaan masyarakat dan intensitas penggunaan. Hasil ini menggarisbawahi urgensi peningkatan kualitas sistem serta kemudahannya guna memperkuat kepuasan, rasa percaya, serta kesetiaan pengguna. Keterbatasan penelitian terletak pada desain cross-sectional dan objek tertentu, sehingga disarankan penelitian mendatang menggunakan desain longitudinal, memperluas sektor, dan menambahkan variabel moderator.

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