Effect of Website Quality on Customer Satisfaction and Purchase Intention at PT. Susan Photo Album

The research aims to observe the influence of website quality on customer satisfaction and buying intention. Two hundred eighty-six questionnaires are being disseminated to all of the customers at Susan Photo Album. The sample collection method uses purposive sampling to obtain 159 questionnaires that can be taken as research samples. The analytical technique used is PLS-SEM using SmartPLS version 3 application. The results showed that information quality, system quality, service quality, and website design positively affected customer satisfaction, and customer satisfaction positively affected purchase intention. The results of this research as a recommendation for PT. Susan Photo Album or similar companies in improving website quality to improve customer satisfaction. Increased satisfaction in using the website builds someone’s purchase intention to buy the product offered. The research results as another empirical evidence of website quality relationship to customer satisfaction, purchase intention, and updating vulnerable testing time.