FAKTOR-FAKTOR YANG MEMPENGARUHI USER SATISFACTION PADA TOKOPEDIA & TIKTOK SHOP SELLER CENTER DI DKI JAKARTA

Maharani Putri Dinda, . (2026) FAKTOR-FAKTOR YANG MEMPENGARUHI USER SATISFACTION PADA TOKOPEDIA & TIKTOK SHOP SELLER CENTER DI DKI JAKARTA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menganalisis tingkat User Satisfaction pada pengguna Tokopedia & TikTok Shop Seller Center di wilayah DKI Jakarta. Tokopedia & TikTok Shop Seller Center merupakan sistem yang digunakan oleh penjual e-commerce di Tokopedia maupun TikTok Shop untuk mengelola operasional toko secara digital, mulai dari pengelolaan produk, pesanan, pengiriman, hingga layanan pelanggan dalam satu dashboard. Penelitian ini mengkaji beberapa variabel yang diduga memengaruhi User Satisfaction, yaitu System Quality, Information Quality, Service Quality, dan Trust. Penelitian ini melibatkan 200 responden yang merupakan seller aktif Tokopedia & TikTok Shop yang berdomisili di DKI Jakarta. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan teknik analisis SEM-PLS menggunakan perangkat lunak SmartPLS 4.0. Hasil analisis menunjukkan bahwa seluruh variabel independen berpengaruh positif dan signifikan terhadap User Satisfaction. Di antara seluruh variabel, Service Quality memiliki pengaruh paling tinggi dalam meningkatkan User Satisfaction Seller Center. Selain itu, variabel independen dalam penelitian ini bisa menjabarkan variasi dari variabel User Satisfacation sebesar 69,8%.Keywords: User Satisfaction, Seller Center, Tokopedia, TikTok Shop, E-commerce. ***** This study empirically examines the determinants of User Satisfaction among sellers utilizing the Tokopedia and TikTok Shop Seller Center platforms in the DKI Jakarta region. The Seller Center platforms operate as integrated digital systems designed to facilitate e-commerce sellers in managing operational activities, including product configuration, transaction processing, distribution management, and customer service administration within a centralized dashboard. This research investigates four exogenous constructs hypothesized to influence User Satisfaction, namely System Quality, Information Quality, Service Quality, and Trust. The study employs a quantitative approach involving 200 respondents who are active Tokopedia and TikTok Shop sellers domiciled in DKI Jakarta. Primary data were collected through structured questionnaires and analyzed using the PLS-SEM method with SmartPLS version 4.0. The empirical results indicate that all exogenous variables exert a positive and statistically significant effect on User Satisfaction. Among the examined constructs, Service Quality demonstrates the strongest explanatory power in enhancing Seller Center User Satisfaction. Furthermore, the structural model explains 69.8% of the variance in the User Satisfaction construct. Keywords: User Satisfaction, Seller Center, Tokopedia, TikTok Shop, E-commerce.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Osly Usman, M.Bus., M.Sys; 2). Adnan Kasofi, S.Pd., MBA.
Subjects:	Manajemen > Manajemen , Business
Divisions:	FE > S1 Bisnis Digital
Depositing User:	Maharani Putri Dinda .
Date Deposited:	09 Feb 2026 03:04
Last Modified:	09 Feb 2026 03:04
URI:	http://repository.unj.ac.id/id/eprint/65034

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