UNDERSTANDING USER SATISFACTION IN USING MOBILE-BASED BEAUTY AND SKINCARE E-COMMERCE APPLICATION IN INDONESIA

ABSTRACT

The internet is currently an essential need for Indonesian people. Mainly because of the covid-19 pandemic that makes activities must be done remotely, including shopping. One of the best-selling products purchased online during a pandemic is beauty and skincare. In Indonesia, there is one special e-commerce application widely used and quite famous by the people of Indonesia who sell beauty and skincare products. However, not a few are still dissatisfied with using the application. This research aims to describe factors affecting user satisfaction in using beauty and skincare e-commerce applications in Indonesia. This research model adopts and modifies the ISSM model by DeLone and Mclean, TAM, and the Trust. SEM-PLS is also used to analyze the results of a survey collected by 185 respondents to validate the hypothesized model practically. User satisfaction in using beauty and skincare e-commerce applications depends on system quality, information quality, service quality, perceived ease of use, perceived usefulness, and trust. In the end, the results showed that trust, perceived usefulness, and system quality has a significant direct relationship to user satisfaction. In addition, perceived ease of use and user satisfaction has a significant relationship with completely mediated by perceived usefulness. © 2022 Little Lion Scientific.