ANALISIS KUALITAS PELAYANAN MARKETPLACE SHOPEE TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE EUCS DAN UTAUT

Shopee is one of the marketplaces that enliven the mobile marketplace segment through mobile applications to facilitate buying and selling transactions through mobile phones. However, there are still many complaints felt by shopee application users so that it has an impact on user satisfaction. The study aims to analyze the service quality and customer satisfaction of Shopee users using eucs and UTAUT methods. The results of the comparison, in the UTAUT method all variables affect user satisfaction, namely Performance Expentancy variables, Effort Expentancy, Social Influence, facilitating condtion, behavioral itention, use behavior. In the EUCS method there are 3 variables that affect user satisfacion, namely format, ease of use, timeliness and 2 variables that do not affect user satisfacion namely content and accuracy.