ANALYSIS OF THE EFFECT OF WEBSITE SERVICE QUALITY AND TRUST ON USER SATISFACTION WITH WEBQUAL METHOD IN E-COMMERCE INDONESIA

Abstract

This study aims to analyze the quality of the Shopee and Lazada Indonesia websites which have beenmeasured using the Webqual method. To find out in the midst of the COVID-19 outbreak like this, whethermany people are switching to online shopping or are still loyal to shopping directly at the market, and users'trust in making non-cash payments. The research methodology used is a qualitative approach. The sampleused is people from any circle who have made purchases at Shopee or Lazada at least 1 time as many as 100respondents. The data collection instrument used primary data. Primary data was obtained by using aquestionnaire distributed through social media. Analysis of the data used in this study were normality test,multicollinearity test, heteroscedasticity test, multiple linear regression analysis test, f test and t test with thehelp of SPSS version 22. By showing the Asymp value. Sig (2-tailed) shows 0.200. Because the value ofAsymp. Sig (2-tailed) > 0.050 this means that the residual data is normally distributed so that the data can beaccepted. The VIF value of X1 and X2 is less than 10 and the tolerance value is more than 0.10. So, it can beconcluded that in the regression model there is no multicollinearity. The scatterplot graph shows that thepoints spread randomly and are spread both above and below zero on the Y axis, there is no heteroscedasticity.The constant of 10.215 states that if the independent variables, namely website quality and trust, areconsidered constant. H1 is accepted, namely the quality of the website has a significant positive effect onuser satisfaction, this can be seen in the significance value of 0.003 or p value <0.05.