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Analyzing Customer Satisfaction Towards Real Estate Online Shop Portal

Josua Saut Mangaraja Baringbing, Hardius Usman


Abstract. This research aims to identify and analyse the key determinants influencing customer satisfaction of the real estate online shop portal users in Indonesia. This is one of the preliminary study dealing with customer satisfaction towards online real estate shop in Indonesia. The literature concerning major attributes of website functionality, perceived of usability, information quality and customer satisfaction in real estate online shop portal. The website functionality and perceived of usability was taken from previous research, while the scale of information quality was added and focusing on physical attribute, non-physical attribute and customer service. Data were collected from 306 respondents who used real estate online shop portal for examining the constructs. The model was emperically tested using structural equation modeling (SEM). The study reveals that perceived of usability and information quality have a significant positive impact on real estate online shop portal users' satisfaction. In other hand, website functionality is revealed to have a positive but not significant impact on real estate online shop portal users' satisfaction. This research will help real estate online shop portal especially real estate online shop portal to attract and motivate new customers. Online retailers with high involvement products can improve post-use satisfaction and eventually increase online customers.

Keywords: Online Real Estate; Customer Satisfaction; Website Quality;


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