USER SATISFACTION WITH SINGLE SUBMISSION (SSM): THE IMPACT OF PERCEIVED USEFULNESS, PERCEIVED EASE OF USE, AND TRUST
This study aims to measure the model of creating customer satisfaction through the technology-accepted model as measured by perceived usefulness and perceived ease of use and is influenced by customer trust. Data collected from 102 customers who use plant quarantine import services at Class 1 Semarang Agricultural Quarantine Center were processed using the Structural Equation Model-Partial Least Square (SEM-PLS) modeling technique. The results showed that all TAM constructs, namely perceived usefulness and perceived ease of use, positively and significantly influence customer satisfaction intentions of import service users of Agricultural Quarantine Center Class 1 Semarang. The variable customer trust and perceived ease of use have a significant positive effect on customer satisfaction. Meanwhile, one other variable, namely perceived usefulness, does not affect customer satisfaction. This research contributes to helping the Agricultural Quarantine Center Class 1 Semarang at home and abroad by providing appropriate strategies to understand customer satisfaction of users of imported plant quarantine services Agricultural Quarantine Center Class 1 Semarang. This strategy is then expected to increase customer satisfaction in the Plant Quarantine Import service at the Agricultural Quarantine Center Class 1 Semarang. The novelty of this study lies in the fact that it is the first to empirically use the extended TAM model by integrating customer trust to analyze customer satisfaction of Plant Quarantine Imports at Agricultural Quarantine Center Class 1 Semarang.
Keywords: Perceived Usefulness, Perceived Ease of Use, Customer Trust, dan Customer Satisfaction