Evolution Of System Quality Primary Determinant Of User Satisfaction In The Digital Ecosystem
Keywords:
system quality evolution, user satisfaction, digital ecosystem, information systems success, user experienceAbstract
This study examines the evolution of system quality as a primary determinant of user satisfaction
within the digital ecosystem. Digital transformation has increased user expectations, yet systems
fail to deliver performance, usability, and security, creating a gap between technological
advancement and user satisfaction. Therefore, this study aims to analyze the conceptual
development of system quality, identify its key dimensions, and explain its dynamic relationship
with user satisfaction. The research employs a qualitative approach using a systematic literature
review of peer-reviewed articles from reputable databases. Data were analyzed using thematic
analysis to synthesize patterns, dimensions, and relationships across studies. The findings reveal
that system quality has evolved from a technical construct into a multidimensional and adaptive
concept encompassing reliability, usability, performance, security, and integration. These
dimensions significantly influence user satisfaction through mediating factors such as user
experience, trust, and perceived value. Furthermore, the relationship is dynamic and cyclical,
where user feedback continuously shapes system improvement. The study highlights the
importance of adopting a holistic and user-centered approach in managing system quality to
enhance satisfaction and long-term engagement in digital ecosystems. Keywords: system quality,
user satisfaction, digital ecosystem, literature review, information systems.
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Copyright (c) 2026 Adnan Kohar, Budi Santoso, Wahyu Eko Setianingsih (Author)
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