Analisis Pengaruh User Experience Terhadap Kepuasan Pengguna Mobile Application E-Commerce Shopee Menggunakan Model Delone & Mclean
DOI:
https://doi.org/10.15408/aism.v2i2.20159Keywords:
E-commerce, Kepuasan Pengguna, User Experience, Shopee, Delone & Mclean, PLS-SEMAbstract
Kepuasan pengguna terus menjadi prioritas utama dalam dunia e-commerce dan menjadi faktor yang sangat penting untuk kesuksesan e-commerce. Shopee merupakan salah satu e-commerce yang meramaikan segmen mobile marketplace melalui aplikasi mobile untuk mempermudah transaksi jual beli melalui perangkat ponsel. Namun, masih banyak keluhan-keluhan yang dirasakan oleh pengguna aplikasi shopee sehingga berdampak pada kepuasan penggunanya. Oleh karena itu, penelitian ini bertujuan untuk mengetahui seberapa besar kepuasan pengguna berdasarkan pengaruh dari pengalaman pengguna aplikasi shopee dengan menggunakan model DeLone & McLean yang dimodifikasi dengan menambahkan variabel perceived utilitarian dan perceived hedonic sebagai dimensi utama yang mewakili IT user experience. Populasi penelitian ini adalah pengguna aplikasi shopee sebagai pembeli dengan teknik pengambilan sampel purposive sampling. Sementara analisis data menggunakan pendekatan PLS-SEM dengan bantuan tools SmartPLS 3.2.8. Hasil dari penelitian ini menunjukan bahwa information quality, system quality, perceived hedonic dan use memiliki pengaruh terhadap user satisfaction, sedangkan service quality dan perceived utilitarian tidak. Dari 15 hipotesis yang diajukan, tiga diantaranya ditolak yaitu service quality terhadap use dan user satisfaction kemudian perceived utilitarian terhadap user satisfaction.Downloads
References
S. A. Nugroho, "Analisis Pengaruh Kepuasan Konsumen Terhadap Loyalitas Konsumen dalam Berbelanja Online Melalui Situs Belanja Tokopedia," 2018.
W. H. DeLone, E. R. McLean. "Information systems success measurement," vol. 2, no. 1, pp. 1-116, 2016.
S. Petter, W. DeLone, and E. R. McLean, "Information systems success: The quest for the independent variables," vol. 29, no. 4, pp. 7-62, 2013.
H. A. Maith, Manajemen, Bisnis dan Akuntansi, "Analisis Laporan Keuangan dalam Mengukur Kinerja Keuangan pada PT. Hanjaya Mandala Sampoerna Tbk," vol. 1, no. 3, 2013.
W. J. Keegan, Global marketing management. Pearson India, 2017.
R. H. Zadeh, "The Effect of Service Quality and Perceived Value on Customer Satisfaction, Loyalty and Retention in Restaurants of North Cyprus," Eastern Mediterranean University (EMU)-Doğu Akdeniz Üniversitesi (DAÜ), 2014.
M. Mohammad, "The Effects Of Utilitarian And Hedonic Online Shopping Value On Consumer Perceived Value," Universitas Muhammadiyah Surakarta, 2016.
D.-H. Shin, "Effect of the customer experience on satisfaction with smartphones: Assessing smart satisfaction index with partial least squares," vol. 39, no. 8, pp. 627-641, 2015.
A. Rahadi, "Analisis dan Desain Sistem Informasi Persediaan Barang Berbasis Komputer (Studi Kasus Pada Toko Arta Boga)," vol. 8, no. 2, 2014.
K. C. Laudon and C. G. Traver, E-commerce: business, technology, society. 2016.
Downloads
Published
Issue
Section
License
Copyright © by the authors. Articles published in Applied Information System and Management (AISM) are open access and distributed under the terms of the Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0), https://creativecommons.org/licenses/by-sa/4.0/.
Authors retain copyright of their work without restriction and grant AISM a non-exclusive right of first publication. Under this license, anyone may share and adapt the article for any purpose, including commercially, provided that appropriate credit is given to the authors and to the first publication in AISM, a link to the license is provided, any changes are indicated, and adapted works are distributed under the same license.
Authors may deposit any version of their article, including the submitted manuscript, the accepted manuscript, and the published version, in institutional or subject repositories and on personal websites at any time, without embargo, with a full citation and a link to the DOI once published. Material from third parties that is not covered by the CC BY-SA 4.0 license is marked in the article.
See the Copyright and License policy: https://journal.uinjkt.ac.id/index.php/aism/CopyrightNotice
