Predicting Switching Intention Among Generation Y Using DeLone & McLean (Study on Shopee App)

Made Pradnyan Permana Usadi, Putu Wahyu Dwinata JS, I Putu Oka Permadi


The objective of this study is to look at the impact of system
quality, information quality, and service quality on satisfaction and switching
intention among Generation Y Shopee users. Data analyzed using Partial
Least Square. The result shows that system quality, information quality, and
service quality significantly has a positive impact on satisfaction. At that
point satifaction was moreover found to have a negative impact on intention
to switch. Service quality was found to have a more prominent impact. This
implies that Shopee needs to focus on improving service quality, since service
is considered to have an important part in determining user satisfaction.


DeLone & McLean, satisfaction, switching intention, generation Y

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