System quality System quality is defined as the combination of features such as the reliability of computer systems online response time and security Yoon and Kim 2009 Additionally factors such as accessibility flexibility timeliness and integration should also be considered in evaluating the quality of a system Bai Law and Wen 2008 According to the study of Wang Wang and Liu 2015 the quality of the system has a direct positive effect on the satisfaction as well as the impact on the user s commitment DeLone and McLean 2004 also states that a system with poor usability and feedback can lead to frustration Similarly research results from Safa and Ismail 2013 also show that online customer satisfaction is affected by the quality of a website Service quality According to DeLone and McLean 2004 service quality is related to overall support of the service provider to their customers to ensure that the purchase and delivery are carried out effectively Besides the quality of service is also measured by online support capabilities and following up service
This is a crucial element in the e commerce environment because poor support can lead to loss of both sales and customers Yoon and Kim 2009 also confirm that service quality is a strategic factor of success in a competitive environment and leads to customer loyalty even it is considered to be the most important element in e commerce success model Udo Bagchi and Kirs 2010 Wang Wang and Liu 2015 indicate that quality of service is the cause leading to customer satisfaction as well as the premise for customer commitment RESEARCH METHOD Data collection method The data of this study was collected by a survey questionnaire In particular 20 shopping websites in Singapore were randomly selected and a URL for the online questionnaire was posted to the discussion board to invite customers to respond The survey received 310 responses and 20 problematic responses were removed Therefore a total of 290 responses were valid Regarding profile 54 of respondents were women 75 of respondents were under 30 and 52 of the respondents have higher education levels The questionnaire used a 7 point Likert scale to rank how respondents felt about statements Specifically option 1 is Strongly Disagree option 7 is Strongly Agree and the agreed level increases from 1 to 7 Questions were designed to receive consistent data and easy to cross check In addition to the demographic information questions measured the awareness and perceptions of consumers when shopping online Data analysis method Data were analyzed using the Statistical Program for Social Sciences SPSS and hypotheses testing were conducted using P value testing Specifically if the P value is less than or equal to α 0 05 95 level of confidence the null hypothesis is rejected and the alternate hypothesis is true In contrast if the P value is greater than α 0 05 95 level of confidence it fails to reject the null hypothesis and the result is not statistically significant FINDINGS
This is supported the research of DeLone and McLean 2004 Bai Law and Wen 2008 Udo Bagchi and Kirs 2010 and Wang Wang and Liu 2015 This could be because a system with quality information can help customers reduce purchase time and motivate them to conduct online transactions Lopez Miguens and Vazquez 2017 In addition when accessing a website customers often have a certain purpose If the information presented is not quality and does not give the user what they want then it is difficult to retain them Especially in the growing internet age the demand of customers is increasing A website with outdated and innovative content is easily pushed out of the minds of consumers It is estimated that 77 of consumers view online content before making a purchase therefore the publication of product specific information such as product manuals delivery policy return policy and frequently asked questions will facilitate the purchase of customers McEvoy 2016 In general in order to ensure attracting customers online stores need to ensure the content of information is complete diverse and necessary for the visitor
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