ANALYZING E-COMMERCE USER SATISFACTION THROUGH A HYBRID DELONE & MCLEAN AND TAM APPROACH: A STUDY OF SHOPEE AND TOKOPEDIA USERS IN INDONESIA

Authors

  • Cheng-Wen Lee Department of International Business, College of Business, Chung Yuan Christian University https://orcid.org/0000-0002-4811-7000
  • Ping-Hung Chen College of Business, Chung Yuan Christian University
  • Moch Bisyri Effendi College of Business, Chung Yuan Christian University

DOI:

https://doi.org/10.18623/rvd.v23.5831

Keywords:

TAM, DeLone & McLean Model, SEM-PLS

Abstract

This research investigates user satisfaction within e-commerce in East Java by utilizing a comprehensive framework that integrates the Technology Acceptance Model (TAM) with the DeLone and McLean (D&M) Information Systems Success Model, specifically concentrating on the prominent platforms Shopee and Tokopedia. Through the application of PLS-SEM, the results indicate that both Information Quality (IQ) and System Quality (SyQ) significantly positively influence Perceived Ease of Use (PEU) and Perceived Usefulness (PU), with PEU further augmenting PU. Additionally, it is revealed that PEU, PU, and Service Quality (SvQ) directly and significantly affect user satisfaction, with SvQ being identified as the most critical factor. The structural model demonstrates considerable explanatory power (R² = 0.73), reflecting a strong capacity to account for variations in user satisfaction. These results highlight the essential influence of SvQ alongside technological characteristics in determining user satisfaction while also confirming the theoretical strength of merging TAM with the D&M model within the realm of e-commerce in developing digital markets.

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Published

2026-04-27

How to Cite

Lee, C.-W., Chen, P.-H., & Effendi, M. B. (2026). ANALYZING E-COMMERCE USER SATISFACTION THROUGH A HYBRID DELONE & MCLEAN AND TAM APPROACH: A STUDY OF SHOPEE AND TOKOPEDIA USERS IN INDONESIA. Veredas Do Direito, 23(7), e235831. https://doi.org/10.18623/rvd.v23.5831

Issue

Vol. 23 No. 7 (2026): Veredas do Direito, v. 23, n. 7 2026

Section

Articles

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