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CHAPTER 2

THEORITICAL FOUNDATION

2.1 Theoretical Foundation

This chapter will include the theoretical aspects and concepts that have relevancies with

online newspaper, user satisfaction, systems and also other aspects that will be used to

support understanding in this research.

2.1.1. Information System

Information system has been used to enhance a process to improve its effectiveness and

efficiencies by using automated system. It supports the process to reduce fault due to

increasing complexities by maximizing the system function. Since technology

development become more acceptable and affordable, information system has been

implemented to increase the benefits that can be obtained by organizations, thus the

performance will be more likely to improve.

The information itself, need to be understood as a result from the processed data which

then generate a purposeful meaning. According to [9]:

“We can define information as data that have been converted into a meaningful and

useful context for specific end users.”

While a system, must be known as a technological or non technological aspect that

contribute to how a process can be executed through some procedures. According to

[9,10] system refers to common purpose/goal that generated from interrelated

components that working simultaneously.

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From the definition of information and system above, information systems can be

defined as capture, movement, management, and distribution of data and information

using a set of information technology, procedures, and people, thus they will be

distributed for a specific purpose [10,11].

Moreover, there are 6 major resources of information systems as follow [12]:

• Hardware: a set of devices functioned to accept input, processed them into output

and provide display, such as monitors, keyboards, processors, printers.

• Software: a set of programs that allow hardware to process the data to function

appropriately.

• Database: a place to store collection of data which consist of related files, tables

to link among them.

• Network: the connection system that allows the sharing of data/ resources to

other computers.

• Procedures: set of guidelines on how to combine hardware, software, database,

and network to be used in order to process information and generate the desired

output.

• People: the individuals who operate/work with the information systems and can

take benefit from it.

2.1.2. Internet

Nowadays, the usage of internet has been accessible for most people especially who live

in big city. Since technology keeps developing and internet usage has been increasing

significantly, everything can be done with these tools. Internet has been used not only as

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a tool to gather and exchange data and information, but also as a communication media

to interact with one another due to frequency and dependency of people with internet.

Besides that, the significance of internet development has changed the information

content and also reading and information search habits by readers [13].

In addition to understanding of internet, it roles as a network type that acknowledged as

computer networks of worldwide system with a network of networks, public cooperation,

and self supporting facility that accessible to people worldwide [12]. Since the

computers connected to the internet, each computer must be uniquely identified by using

internet protocol (IP) address to identify who sent the packet and the destination address

of the packet that contains data and information. Access to the internet usually by

visiting website represented with WWW or World Wide Web.

2.1.3. Online Newspaper

Nowadays, the internet usage has changed the distribution of goods and services in a

rapid phase. People are familiar with searching information or doing other activities

using internet and they can get benefits from fast updated information by using the

keywords, then all the information lists will appear and they can choose the most

appropriate with their needs or interests. According to Content Delivery and Analysis

(CDA) [14], the thing that distinguish among other newspaper on the internet is the clear

commitment as such accessibility, ease of use, depth of the content, standards delivery,

technology innovation, etc. that makes online newspaper adapt the ‘online’ criteria

rather than newspaper in the digital form. In addition, the credibility of the provided

news supposedly allows the readers to claim it based on their rationale according to the

available links and references on that particular news [15].

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According to Internet World Statistic [16], Indonesia’s internet users growth as much as

1150% from 2000-2009 and increasing from 1% of around 206 million populations to

become 12.5% of around 240 million populations. Indonesia is in 5th largest that

contribute to Asia internet usage after China, Japan, India, and South Korea. Seeing this

situation, the opportunity of online newspaper being used is relatively large because to

read breaking news and get up-to-the minute information has been the users’ aims to get

access to the internet [17]. In Indonesia, the number of people who use internet in

internet café or warnet contributes the largest number as much as 60%, at the office for

20.4%, at campus or school as much as 10%, at home contributes the smallest amount of

number for 0.4% and in average, people can spend around 1-2 hours in using internet per

day [18]. Besides that, supported by research conducted by Nielsen Media Indonesia

[19], 72% respondents note that they have no time to read newspaper or other

conservative media due to their tight activities, thus it shows that the respondents have

more preferences towards internet as part of their information source are increasing.

The appearance of online newspaper in Indonesia was in 1st July 2008 with Kontan

online newspaper, then followed by Kompas online newspaper on 3rd July 2008 as that

both of newspapers are still in the same group of Kompas Gramedia [20]. Regarding the

characteristic of online newspaper in Indonesia, it is more likely to be the combination

of various categories of information as such headline news, up-to-date news, and

followed by other information categories for example sport, automotive, entertainment,

etc. However, the existence of specific online newspaper that focuses on a certain issues

is presence as well, such as bisnis.com (Bisnis Indonesia newspaper) which provides

information focusing in business activities. Nevertheless, people usually subscribe for

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newspaper to be updated with current issue in a traditional or printed way. Since the

technology emerged in most of their lives today, they can get information from the

online newspaper providers. By seeing this potential situation, the newspaper industries

have opportunity to provide services online with less cost and broader segments as the

growth of internet users keep increasing. Besides, this can be used to expand the

newspaper business to provide information using this as supplementary service in order

to attract new users who have not use or do not know about the particular newspaper.

Thus, users who already know or use their printed version can take benefit for this as an

option in using their news services. In addition, the expansion of daily newspaper with

online newspaper can give added value in providing more alternatives to those who live

in mobility and also gain new customers effectively and efficiently as well as those

people who live in other places that unreachable by the printed version (e.g.: in other

countries ). In providing information in online world, the journalist can send the latest

information to the database using their communication device which later can be

uploaded after passing the editorial stage to be launched.

Furthermore, there are some terms of news on internet that should be differentiated to

avoid misperception, such as:

• Online newspaper: the news is provided in both printed version and on the web.

Usually this started by having daily newspaper and along with internet

development; they start to provide the news online, for example: kompas.com.

Besides that, the news presentation is different compare to its printed version and

also the advertisements. Some of online newspaper provides the content that is

available on the printed version.

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• Online news/E-news: the news are provided and accessed through the internet

without having printed version, for example: detiknews.com.

• Electronic newspaper (E-newspaper/E-paper): the further development of printed

newspaper, where the news provided in the same format like its daily newspaper

including its advertisements and can be accessed on the internet, for example:

epaper.kompas.com, epaper.korantempo.com. This facilitates the usage to zoom

the specific news and get better image or text that suitable with users’

preferences.

The term of online newspaper is the intended topic that will be used in this research.

There are some of online newspapers in Indonesia can be mentioned as such Bali Post,

Fajar (Makassar newspaper), Pikiran Rakyat (Bandung newspaper), Banjarmasin Post

(Kalimantan Selatan), Kompas, Media Indonesia, Seputar Indonesia, Suara Pembaruan,

Tempo Interaktif, Bisnis Indonesia, and many others.

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Figure 1 Online newspaper (adopted from Kompas.com)

 

Figure 2 Online newspaper (adopted from kontan.co.id)

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In providing news through the internet, newspaper industries should know that they must

have something different to offer to the users so they will be attracted and support to

change their preference towards daily newspaper. However, the newspaper industries

should know that the existence of daily newspaper somehow will be declined along with

the incremental of technology adaptation and is caused due to keep evolving generation

that rapidly adapt to this. Somehow, its existences believed to stay survive remembering

of its nature in providing depth information that other media cannot provide [21]. This

situation encourages the newspaper to give the viable service to users due to abundance

of options that they have and competition among online information. Furthermore, the

news presentation in online is more likely to be different and provide a simple and clear

content compare to daily newspaper. The content is more concise to support users

updated with information without spending too much time in one topic. In servicing

users, it seems to be familiar that they are engaged to allow them experience the

facilities offered by online newspaper as example they can join as member and have

privilege to give comment to the news and also can utilize the provided forum. The

interactivity in using online newspaper included too for how users can navigate and

using the features or menu bar can be easily understood. The interactivity has been

known to give impact towards satisfaction, motivation, sense of fun, cognition and

learning [22] and influence their perceptions toward that particular online newspaper.

Users can also experience different news format that they cannot have before such as

watching the video with audio and with more pictures that related with the news topic.

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2.1.4. Website design

People can see information on internet by visiting a particular websites that have

relevant topics with their interests. In visiting the websites, users can determine how

they look and whether the design is appropriate or not. The evaluation about the

appropriateness of website would be reasonable when users have experience in using

several websites, therefore users can compare which website that is more appropriate

and give convenient. In obtaining high quality website, the different quality of

dimensions expected by users must be understood and relate them with quality

characteristics of the design [23]. The quality of website design consists within the

website usability [24] such as:

• Content: where information, features, and services offered in the website to

attract and give value to users. Within content of a website, there are assessments

for user to evaluate the information quality [25]:

• Accuracy: refer to correctness of information.

• Authority: refer to the making of information by expertise/reputable

organization.

• Currency: refer to timeliness/up-to-date information.

• Uniqueness: refer to limited in information source so there will be less

likely for other sources provide same information.

• Links: the information link should be also reliable.

• Quality writing: refer to concise deliverables and interesting.

• Interface design: how the layout should be in manageable format to make users

easily use the website and attractive to pleasant them for continuous visit.

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However, users should be engaged in terms of interactivity to give experience to

them.

• Multimedia design: such as text, image, video are some of multimedia tools that

can be utilized to improve information presentation and understanding the

concept that distinguish with other media.

2.1.5. Human Computer Interaction

The relation between user and computer can be established by creating interactive

products that are usable, means that they are easy to use, effective, and provide user

experience. Interactive products need to be designed properly by considering who is

going to use them, how they are going to be used, where they are going to be used, and

what kind activities they are going to do when interacting with the products [26]. These

must be analyzed before creating the actual products to make a specific target, therefore

the products can satisfy the user needs and provide good experience to them. While

these analyses are required before the actual products are built, prototype can be used for

further analysis where it provides limited version of the product to measure what it

would be, their weaknesses, and put some additional ideas before the actual product is

developed. In addition, interaction design refers to supportive products that can facilitate

people to communicate and interact in their working lives interactively [26]. There are

some points that can be used to create interactive design by understanding the user [26]:

• Consider what people are good and bad at.

• Consider the things that can support people with what they do.

• Consider the things that can provide good user experience.

• Listening to what people want and eventually involving them during the process.

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• Employ the user to test and try the products during the process.

However, user involvement would give impact on system quality, system usage, user

attitude, and user satisfaction [27]. Furthermore, there are 2 models developed by

Fishbein and Ajzen [28] regarding the relation between user involvements can affect

user information satisfaction and system usage, where the difference placed between

user information satisfaction and system usage. First, the model described that system

usage will increase user information satisfaction because when users using the system

continuously, then they will notice how the performance of the system can affect them;

therefore it will increase user information satisfaction. Second, user information

satisfaction will increase the system usage because the attitude towards an object will

give impact and eventually their behavior. In addition, involving user during the creation

process of a product should be considered remembering that longer time period is

required, especially in organizing and managing people.

Moreover, the major purposes of interaction with user are to create user experience and

sense of belonging between user and the system. Interactivity also included as a factor

that can support long-time relationship between user and system usage. Therefore, the

interactive design should also be able to attract user’s attention and also involve new

learning experience. The interactivity dimensions divided into 3 categories [29]:

• Navigational/medium interactivity: allows user to navigate the features provided

within a website such as navigational, menu bars, etc.

• Adaptive interactivity: allows users to obtain new experience in using a website,

requiring them to adjust in order to find new things.

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• Functional/human interactivity: allows user to communicate with other

individuals in a website and also information exchange.

After all, interactivity level would contribute in changing the situation of visitor into

customer (continuously use the website) when they can be satisfied with it [30].

Besides that, the implementation of 7 C’s can be used as the guideline in designing

website [31] which later can be adjusted with the purpose of the website itself such as:

• Context: related with functional look and feel as well as its aesthetic design for

example its colors, graphics, and design features.

• Content: refers to the website’s presentation includes text, video, audio.

• Community: related with interaction among users.

• Customization: the website’s ability to tailor itself for each user.

• Communication: refers to how the website communicates with their users by

using email notification, chatting, or other possible features that can facilitate this

activity.

• Connection: refers to how the website provides links to other websites that

having affiliation.

• Commerce: how the website can facilitate its capability to sell goods, products,

or services.

2.1.6. Electronic Business

The terms of electronic business (e-business) and electronic commerce (e-commerce)

still used by people interchangeably while they convey different meaning. E-business

refers to the application of information and communication technology (ICT) to enhance

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the business and is conducted with computer media [32]. It is related with strategy to

redefine business model to maximize customer value and profits [33]. E-business has a

goal to make partnership with less cost and make customers pleasant by giving them

value that later they can share among their relatives and eventually, build customer’s

trust and loyalty. E-commerce is part of e-business and is related with conducting

transaction or buying-selling activity online and can be said as part of e-business

application. Besides that, e-commerce tends to be more focus on how the usage of

internet can impact to business profitability.

The use of internet for business expansion was triggered by the connection of individual

and companies worldwide which creates opportunity to expand the business with low-

cost [33]. Besides that, the emergence of e-business implementation has important role

to support the revenue growth because it can be utilized to explore how e-business can

offer the new strategy and eventually transform the business model. In order to create an

effective e-business, it is required to analyze the trend that will be more likely to occur

to be able to adapt with the market demand in the future because the implementation of

new innovation will deal with obstacles that should be managed well. Eventually, when

the innovation has become the trend, the company will be more ready to serve market

compare to other new entrants who still adapt with the trend.

E-business has been a major issue due to its relevancies with faster service and self

service because people are now living in high mobility era where it is required to move

in a fast pace. People do not want to wait for something too long and caused by some

delays on its inefficient process [33]. To deal with this, e-business application must find

alternatives to reduce time for customers to wait in providing service and it is

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supposedly be finished immediately because people tend to immediately find other

options that can give better offerings. While in self service, the advantages it can offer is

that people can serve themselves in obtaining information or products without personnel

sales assistance. It creates time efficiency by reducing activity to go outside and can do

other more important things while they can still get what they want. Additionally, as

long as the customer connected to the internet, it can be accessed anytime and anywhere.

However, self service empowers users to obtain what they want and need in one place.

To conduct e-business, it requires the infrastructure to support its processes and the

transactions of e-commerce such as hardware, software, support services,

telecommunication network, and human capital [34]. However, there are 3 important

components in the digital economy that should be recognized such as supporting

infrastructures, e-business processes (how the business is conducted), and e-commerce

transactions (selling goods and services online) [34].

There are 3 primary processes are enhanced in e-business, such as [32]:

• Production process: support purchasing departments, feedback to supplier so the

activities will be more effective and efficient.

• Customer focused process: include marketing activities conducted via internet

and customer support with orientation to the customer.

• Internal management process: internal information sharing and also increase

sales productivity by supporting production and marketing flows and

communication within organization.

There are 4 items of e-business model must have, as follow [32]:

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• Business digital infrastructure: the production and distribution of technology to

allow participants to utilize network economy of scale (common infrastructure,

capabilities for better and faster production and distribution of products that

shared by the firms) and scope (share infrastructure for production and

distribution to create new markets or business better and faster than competitors).

• Sophisticated model for operation: how the integration of supply chain and buy

chain within value chain process can be done effective and efficiently.

• E-business management model: related with business team and partnership to

support e-business activities.

• Policy, regulatory and social systems: related with the policy issue in conducting

e-business where it does not violate the law and regulations.

And, types of e-business as follow [35]:

• Brokerage model: bring all the buyer and seller to conduct transaction and it

roles as facilitator where the transaction occurs. It usually charges for every

transaction that occurs. E.g.: marketplace exchange.

• Advertising model: it is the extension of traditional media on the website and it

provides content and services for free (e.g.: free email) mixed with advertising in

form of banner ads. E.g.: online newspaper.

• Info media model: usually this gathers data of customers as a collection to be

analyzed for their patterns as targeted marketing campaigns. E.g.: customer

loyalty program.

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• Merchant model: wholesalers and retailers of goods and services where the

transaction can be done by showing the pricelist or by auctions. E.g.: click and

mortar.

• Manufacturer (Direct) model: the manufacturers distribute their products directly

to the customers and skip the distribution channel, thus increase understanding

on customers preference and customer service. E.g.: software license.

• Affiliate model: provides purchasing activities on the website and done by

offering financial motivation in affiliated partner sites. E.g.: pay per click.

• Community model: based on user loyalty where they have interest on that

particular products or services. E.g.: social networking sites.

• Subscription model: users are charged for a certain period in order to get product

or services where they have to pay for subscription fee. E.g.: content services,

internet service providers.

• Utility model: it uses pay as you go approach, where the users have to pay for

amount that they have used. E.g.: telephone.

2.1.7. User Satisfaction

User satisfaction has been the major issue in acceptance of a system and it determines

how users’ attitude to the system and eventually to their behavior. There are several

theories have mentioned that user satisfaction can be an indicator for system success and

effectiveness and is included as essential factor [36,37]. In reality, when satisfaction has

achieved, the users will be more likely to return and use the system continuously when

they can perceive advantages and know exactly how the system can perform. There are

key factors of overall user satisfaction consist of information satisfaction (content,

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accuracy, format, and timeliness), system satisfaction (ease of use, user interface), and

support group satisfaction [38]. According to Delone and McLean, there are 6 major

dimensions such as system quality, information quality, use, user satisfaction, individual

impact, and organizational impact that contribute to information systems success [36].

The definition of system quality and information quality would give impact during the

usage of the system whether it is easy to use with pleasant interface and how the

information can be used and valuable to users as their expectation in supporting the tasks.

While the use of information systems contribute to individual impact on how they

perceived towards it and influence their behavior in using them. Since the usage of

information systems in organization consist of several individuals, they would impact on

overall organizational performance. Thus, user satisfaction has a role on keeping users to

continuously use and feel convenient in using information systems within a particular

organization.

There are multiple variables according to Ives, et al. that can be used to measure user

satisfaction and its usage depending on research objectives consist of accuracy, content,

frequency, timeliness, reliability, assistance, adequacy, accommodation, communication,

accessibility, appreciation, and flexibility [39]. This theory was generated based on

previous study in Computer User Satisfaction by Bailey and Pearson in 1983 about

positive and negative responses about information systems. Few years later in 1988, the

new dimensions theory of user satisfaction was developed and published by Doll and

Torkzadeh in 5 dimensions [40] and here is the definition according to Zviran et al. [41]:

• Content: how the provided information can build user trust.

• Accuracy: how correctness of the provided information.

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• Format: the clarity of information presentation.

• Ease of use: how the user perception with the system.

• Timeliness: deliverables of up-to-date information.

In addition, there is correlation between system and information aspects to user

satisfaction [42].

Table 1 Authors’ Theories

Author Theory

Ives, et al. (1983)

Multiple variables that can be used to measure satisfaction such as accuracy, content, frequency, timeliness, reliability, assistance, adequacy, accomodation, communication, accessibility, appreciation, flexibility

Doll, Torkzadeh (1988)

5 dimensions of user satisfaction can be measured with content, accuracy, format, ease of use

Baroudi, et al. (1988) User satisfaction can be an indicator of system effectiveness

Tafti (1992)

Overall key success factors of user satisfaction can be measured with information satisfaction, system satisfaction, support group satisfaction

Delone and McLean (1992)

6 major dimensions of IS success consist of system quality, information quality, use, user satisfaction, individual impact, organizational impact

Delone and McLean (2003)

There is correlation between system quality and information quality with user satisfaction

Based on Tafti’s theory, the overall key success factors of user satisfaction measured

with information satisfaction (content, accuracy, format, timeliness), system satisfaction

(ease of use, user interface), and support group satisfaction. From this theory, the

dimensions from Doll and Torkzadeh are included as well.

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2.1.8. Environmental Issues

The environmental issues have been the concern around the world regarding global

warming issue. Many campaign activities related with green environment embarking to

reduce global warming (e.g.: paperless campaign, planting trees, green product, etc.) are

developed to increase people’s awareness with the issue. Global warming refers to the

temperature rising on earth and the sea level rise significantly and this can be seen on

melting ice on Poles and climate change around the world. Indonesia is on the 3rd

ranking for the most extensive rain forests in Asia after Brazil and the Democratic

Republic of Congo [43]. The existence of these forests threatened by illegal logging and

paper based ingredient is one of the factors. The number of trees being cut is near 4

billion on worldwide annually for paper consumption and it represents 35% of the trees

being cut down [44]. The technology has been mentioned to contribute in supporting

environmental issue, especially in reducing paper usage. As example, the paper usage in

a telecommunication company uses 400 reams of paper per month for billing statements

and right now, they have implemented e-billing system where the customers will get the

billing on their e-mail account thus they can reduce indirectly 3 trees per month [45].

However, the importance to reduce paper usage can decrease the trees being cut and can

be used to absorb carbon dioxide and produce oxygen in order to support environmental

issues.

The development of newspaper industries becomes a factor that increases the paper

usage in Indonesia [46]. The numbers of paper ingredients (timber) for local industries

are lacked of supply, which leads to illegal logging that currently occur. Indonesia as the

largest exporter for this commodity is having an approach which to reduce the usage of

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natural forest, is to make the conversion into timber plantation or HTI (Hutan Tanaman

Industri) but somehow this approach does not run well because the plants have not ready

yet to be harvested or still cannot provide enough while the demand supposedly fulfilled.

2.1.9. Pricing

The decision for expenditures should be managed by its importance and available

options. According to previous study about online newspaper, there were more than 60%

of the respondents have no willingness to pay for news services with reason that they

prefer to look for other free information in online news that are available on internet and

some of the respondents’ reasons are because they already paid for internet services [47].

In Indonesia, the survey conducted by Nielsen Media Indonesia [19] shows as much as

35% people affected with price incremental which then affect their habit in reading

newspaper and tend to look for information in other media such as television, radio, and

internet.

2.1.10. Statistic

Statistic when provided should be understood as a supporting media that can be used for

further analysis and usually represented by a graphic that shows the data information.

According to [48] statistic is a way to get information from provided data.

Here is the basic concept of statistic [48]:

• Population: is frequently very large in a group of items of interest to statistic

practitioner and it doesn’t necessarily refer to a group of people.

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• Sample: from the population, then a set of data is drawn. Descriptive measure of

sample is called a statistic. Sample is used as representative in conducting the

research, because gather data from whole population would be inefficient.

• Statistical inference: estimation, prediction, or decision process about a

population based on sample data. However, there is possibility of error in the

making of estimations and conclusions, so statistical inference is used to measure

reliability which is confidence level and significance level. Confidence level is

the amount of estimation procedure will be correct, while significance level is the

amount of estimation procedure will be incorrect. Usually, they are measured in

percentage level with 95% confidence level and 5% significance level.

The term of descriptive statistic is also familiar; where its functions are to

organize data to make it easily understood and can use graphic or numerical

technique to present it.

In making statistic, hypothesis can be included to provide evidence of a trial. There are

2 types of hypothesis, consist of null hypothesis (H0) and alternative/research hypothesis

(H1). In testing hypothesis, usually H0 is assumed as true. The purpose of hypothesis

testing is to conclude that H1 is true by finding enough evidence through the sample data.

The p-value of a test provides valuable information that can be used measure alternative

hypothesis with the amount of statistical evidence. The range of p-value has different

meaning as follows:

• P-value < 0.01: there is very strong evidence to assume that the alternative

hypothesis is true and the test result is highly significant.

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• 0.01 < P-value < 0.05: there is strong evidence to assume that the alternative

hypothesis is true and the test result considered as significant.

• 0.05 < P-value < 0.10: there is weak evidence to indicate that the alternative

hypothesis is true, therefore the test result can be assumed as not statistically

significant.

• P-value > 0.10: there is no evidence that indicate the alternative hypothesis is

true.

2.1.11. Research Methodology

In conducting research, there are several ways that can be done depending on the field

that is going to do. At first, the identification of the research scope is important to

determine its category to understand the methods that are going to be used to provide a

reliable result. The purpose of research can be meaningful when it provides the result

appropriately to make it reasonable to be used as a foundation for other people who have

importance in the relevant field of the research. However, there are 2 types of research

method [49]:

• Quantitative research: refers to specific measurement of an object. It usually used

to evaluate the consumer behavior, knowledge, opinions, or attitudes towards

something. In quantitative research, it is more focusing on description and

prediction about the research and purposed to build and test the theory. Besides

that, the most use data collection is using survey because it requires validity from

the amount of data required to measure a particular theory. After the data already

collected, computerized analysis is being used using statistic. The most dominant

data collection for this type is survey.

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• Qualitative research: refers to the usage of detailed description to develop in

depth understanding by creating a theory, but rarely to test it. The purpose of

qualitative research is based on the data collection that provides comprehensive

description of events. Besides that, it is more focusing on the understanding

about the research itself in detail to create a theory with strong foundation based

on the collected data.

To support the research method, there are some methods for data collection that can be

used [48]:

• Direct observation: this method collecting the information by asking the relation

of those related with the observation object and they will be compared in the

statistical techniques to determine it.

• Experiments: this method gather possible information by randomly select the

object.

• Surveys: this method collecting the data with concern of the demographic issue.

An important aspect in survey is response rate, where a low response rate can be

resulted in unreliable validity for further statistical analysis. It has versatility as

the great strength in data collection approach. However, there are 3 general

methods in conducting survey, such as: personal interview, telephone interview,

and self-administered survey. Interview often be used when survey the people.

This method conducted by preparing several questions that related with the

object for survey to measure that the objective is obtained. This session can be

done by making an appointment to meet the person for interview or by telephone

when the time and location limitation exist. Either personal or telephone

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interview has greater benefits in expected response rate compare to other data

collection methods because misunderstanding can be explained during the

interview to clarify the questions. The interview does not require large amount of

people but it requires the expertise to be interviewed.

Self-administered survey method is quite familiar in data collection and the

distribution can be done through many ways, for example sending through email

or distribute directly to other people randomly. This method can get a large of

data collection because the questionnaire distribution usually requires large

number of people.

Within data collection, there are 3 categories of questions measurement for

questionnaire [49] as follow:

• Administrative questions: identify the participant, interviewer, interview location,

and conditions to understand the data patterns and possible sources of error.

• Classifications questions: cover the participants’ demographic to group their

answers for study.

• Target questions (structured/unstructured): the dedicated questions that purposed

for the study. Provided in structured questions where the answers are limited to a

fixed set of choices or called as closed questions and unstructured questions

where the participants are not limited to response the questions but within the

provided frame or called as open-ended questions.

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2.2 Theoretical Framework

 

Figure 3 Theoretical Framework

This theoretical framework will be used on this research for user satisfaction in

Indonesia’s online newspaper, where it uses general concept of user satisfaction with

additional of pricing and environmental issues to be researched in how people aware

with these factors and how they contribute to user satisfaction towards online newspaper

in Indonesia. This base theoretical framework derived from Doll and Torkzadeh and is

used because it represents a simple format rather than other theories that relevant with

this topic and they have been categorized on it so the research can be done more

effectively and efficiently.