Impact of System Quality and Usability on Reader's Satisfaction for Online News Portal: A Case Study of Bangladeshi News Portal

Abstract

Any firm, anywhere in the world, must prioritize customer happiness if it wants to survive over the long run. The goal of this study is to examine how online news portal websites affect reader satisfaction with Bangladeshi newspapers and how reader contentment affects readers' intentions to continue reading. Three significant factors system quality, usability, and information quality—were picked as online news portal predictors of customer satisfaction with the support of a literature review. The goal of the study is to determine whether or not system quality, particularly in developing nations, has a significant impact on customer satisfaction and whether or not website quality acts as a mediator. We looked at how system quality factors affected readers' reading satisfaction on online news portals. Particularly, users' want to return to the news portal website. A total of 352 people participated in this study. PLS analysis was used to analyze the obtained data. According to the testing model, the results of the research based on the hypothesis show that the t-value is smaller than the t-table value, indicating that the variables used namely usability, information quality, and service interaction quality, were highly significant factors that directly affected readers satisfaction. Based on the R-Square value, the amount of influence obtained is 73.7%. Keywords: System quality, information quality, service quality, usability, customer satisfaction