Information Quality and Electronic Service Quality in Driving Customer Satisfaction and Experience at Online Legal Woods

This research aims to explain the influence of information quality, customer satisfaction and customer experience on the customer experience of legal wood. Quantitative descriptive methods were applied in this research. The sample in this research was 156 consumers who had transacted legal wood on the tokoperhutani.com web commerce and was determined using an accidental sampling approach. Research results have proven that information and e-service quality positively and significantly affect customer experience. Apart from that, electronic service quality and information quality also positively and significantly impact customer satisfaction. Lastly, customer satisfaction positively and significantly affects consumer experience in transactions on the tokoperhutani.com web commerce. The results of this research provide helpful input for the management of tokoperhutani.com to find out the factors that encourage satisfaction and transaction experience so that it becomes a guide for improving service and clarity of product information on the tokoperhutani.com web commerce.