The Effect Of Information Technology On Consumer�s Satisfaction In Retail Quality Management

Abstract

The aim of this paper is to examine the effect of information technology on consumer satisfaction in retail quality management. The growing use of internet in retail business is remarkable. The important factor in determining success of information technologies is user acceptance and support. Now, the developing prospects for company s website become important in business activities to support consumer s satisfaction. The problem to identify in this research is how the quality management could escalate the consumer s needs and how the effect of information technology could reach the level of Consumer satisfaction. Sample of the research take place in prominent department store, and Hypermarket in Jakarta. In analyzing the data researcher used paired sample t test. There are 120 respondents contributed in this research most of them are loyal consumers. The results indicated there are significant relationship among used of information technology. That s like a theory said that information technology gives a positive effect to company s quality management, especially on retail businesses.