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Analyzing Customer Satisfaction: Users Perspective towards Btnproperti – Pioneer Of Indonesian Bank-s Real Estate Online Shop Portal
a) Josua Saut Mangaraja Baringbing b) Dr. Hardius Usman

a) Student of Dual Degree Program, MM Universitas Indonesia and MBA Grenoble University
b) Universitas Indonesia and Politeknik Statistika STIS


This thesis aims to identify and analyse the key determinants influencing customer satisfaction of the Portal BTNProperti 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 Portal BTNProperti. 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 Portal BTNProperti 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 Portal BTNProperti user-s satisfaction, whereas website functionality had a significant but negative impact on customer satisfaction. This research will help real estate online shop portal especially Portal BTNProperti to attract and motivate new customers. Online retailers can improve post-use satisfaction and eventually increase online customers.

Keywords: Online Real Estate, Customer Satisfaction, Website Quality, Website Functionality, Perceived Usability, Website Functionality, Information Quality, Digital Service

Topic: Marketing Management


Conference: The 4th Global Conference on Business, Management and Entrepreneurship (GCBME 2019)

Plain Format | Corresponding Author (Josua Saut Mangaraja Baringbing)

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