DETERMINANT ANALYSIS OF SHOPEE APPLICATION USER SATISFACTION IN THE GREATER JAKARTA AREA (JABODETABEK): AN EMPIRICAL STUDY ON UI, UX, AND INFORMATION QUALITY

Abstract

User Interface, User Experience, and Information Quality in a digital product
serve as essential aspects through which users evaluate and measure how well the
product aligns with their needs and expectations. This study examines the
influence of User Interface, User Experience, and Information Quality on User
Satisfaction, with a specific focus on the Shopee application—one of the leading ecommerce platforms in Southeast Asia. In today’s rapidly evolving digital
marketplace, understanding the determinants of user satisfaction is critical for
improving engagement, loyalty, and overall satisfaction. This research adopts a
quantitative approach designed to explain the relationship between independent
and dependent variables. Data were obtained from 200 Shopee users located in the
Greater Jakarta area (Jabodetabek) through a structured questionnaire. The
sampling technique employed was Non-Probability Sampling using the Purposive
Sampling method. The collected data were analyzed using multiple linear
regression to evaluate the effects of User Interface, User Experience, and
Information Quality on User Satisfaction. The results reveal that, simultaneously,
these three variables have a significant and positive effect on User Satisfaction,
contributing 28.4% to the overall variance, while the remaining 71.6% is influenced
by other factors not included in this study. The findings underscore the
importance of optimizing digital interfaces, enhancing user experience design, and
ensuring high-quality information to maintain and improve user satisfaction.
Furthermore, this research provides valuable insights for developers, designers,
and e-commerce stakeholders to create more effective, user-centered applications,
and contributes meaningfully to the academic literature on digital interaction and
e-commerce development.