Enhancing Customer Satisfaction in Digital Services through Perceived Value Mediating Information Quality and System Quality

Joelianti Dwi Supraptiningsih

doi:10.55927/ijis.v4i9.566

Authors

Joelianti Dwi Supraptiningsih Philippine Women’s University

DOI:

https://doi.org/10.55927/ijis.v4i9.566

Keywords:

Customer Satisfaction, Perceived Value, Information Quality, System Quality

Abstract

This research investigates the function of perceived value in facilitating the relationship among information quality, system quality, and customer satisfaction in digital services. Utilizing the DeLone and McLean Information Systems success model, this study formulates a framework elucidating the impact of system performance and information accuracy on customer-perceived outcomes via perceived value. Utilizing a quantitative methodology via survey data from digital service users, the research findings indicate that both information quality and system quality significantly impact perceived value, subsequently enhancing customer satisfaction. Furthermore, the mediating effect of perceived value underscores its essential function as a psychological mechanism that connects the system and information dimensions to customer experience. The study's findings indicated that Information Quality exerts a substantial impact on both Perceived Value and Customer Satisfaction. In contrast, System Quality significantly influences Perceived Value but does not affect Customer Satisfaction. In addition, Perceived Value has not been demonstrated to exert a significant direct influence or serve as a mediator in the relationship among Information Quality, System Quality, and Customer Satisfaction

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