PERBANDINGAN TINGKAT KEPUASAN KUALITAS PROSES E-COMMERCE PADA PELANGGAN TRAVELOKA.COM

2018 ◽  
Vol 12 (2) ◽  
pp. 81
Author(s):  
Indri Irma Oktaviani ◽  
Reza Widhar Pahlevi
Keyword(s):  
Multivariate Analysis ◽  
Service Quality ◽  
Analysis Of Variance ◽  
Perceived Control ◽  
Information Quality ◽  
Quality Information ◽  
System Quality ◽  
Multivariate Analysis Of Variance ◽  
Anova Analysis ◽  
Perceived Enjoyment

ABSTRACTThe purpose of this paper is to examine quality satisfaction between transactional and relationalcustomers in process e-commerce on Traveloka.com. Transactional customers are defined as the newcustomers or the customers who may remain with the firm for a short time and may demonstrate defection behavior. Relational customers represent the customers who stay longer with the firm and have a very low probability of defecting. Quality satisfaction in this study is defined as customer satisfaction with system quality, information quality, service quality, perceived control, and perceived enjoyment. Business transactions over the internet or better known by the term e-commerce is not a new phenomenon in the business world. This research is a quantitative research using descriptivestatistical analysis techniques, MANOVA (Multivariate Analysis of Variance), and TWO WAY ANOVA (Analysis of Variance) conducted to test the study hypothesis. The samples include 60 persons who used Traveloka.com and have experienced on it in Indonesia. Result show that relational customers more satisfy with system quality, information quality, dan service quality than transactional customers. Moreover, perceived control and perceived enjoyment strengthen qualitysatisfaction of transactional and relational customers.Keywords : Eletronic Commerce (e-commerce), Quality Satisfaction, Transactional Customers, Relational CustomersABSTRAKPenelitian ini bertujuan untuk mengetahui perbandingan kepuasan kualitasantara pelanggan transaksional dan relasional dalam proses e-commerce pada Traveloka.com. Pelanggan transaksional yaitu pelanggan baru atau pelanggan yang mungkin ingat dengan perusahaan untuk waktu yang singkat dan dapat menunjukkan perilaku untuk beralih dari perusahaan.Pelanggan relasional mewakili pelanggan yang setia dengan perusahaan dan memiliki probabilitas sangat rendah untuk beralih.Kepuasan kualitas dalam penelitian ini didefinisikan sebagai kepuasan pelanggan terhadap kualitas sistem, kualitas informasi, kualitas layanan, kontrol yang dirasakan, dan kesenangan yangdirasakan. Transaksi bisnis melalui internet atau yang lebih dikenal dengan istilah e-commerce bukan menjadi suatu fenomena baru di dunia bisnis. Penelitian ini merupakan penelitian kuantitatif menggunakan teknik analisis statistik deskriptif, MANOVA (Multivariate Analysis of Variance), dan TWO WAY ANOVA (Analysis of Variance) digunakan untuk menguji hipotesis penelitian. Responden dalam penelitian ini sebanyak 60 orang yaitu pelanggan yang mempunyai pengalamanmenggunakan Traveloka.com di seluruh Indonesia.Hasil penelitian ini menunjukkan bahwa pelanggan relasional lebih puas dengan kualitas sistem, kualitas informasi, dan kualitas layanan daripada pelanggan transaksional; kontrol yang dirasakan serta kesenangan yang dirasakan memperkuat kepuasan kualitas pelanggan relasional dan pelanggan transaksional.

Analisis Pengaruh System Quality, Information Quality, Service Quality Terhadap Net Benefit Pada SI-PMB

2021 ◽  
Vol 10 (2) ◽  
pp. 259-263
Author(s):  
Agustinus Suradi ◽  
Marina Windarti ◽  
Syams Kurnaiawan Hidayat
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Information ◽  
Quality Service ◽  
System Quality ◽  
Net Benefit ◽  
Is Success

Strategi pengembangan sistem informasi perlu dievaluasi untuk mendukung keberhasilan dan kualitas layanan sistem informasi penerimaan mahasiswa baru. Ada ketidakpuasan pengguna SI-PMB dalam mendapatkan informasi yang mereka inginkan. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas informasi, kualitas sistem, kualitas layanan terhadap manfaat bersih SI-PMB. Model DeLone McLean IS Success digunakan dalam penelitian ini, dengan komponen variabel: kualitas informasi, kualitas sistem dan kualitas layanan. Analisis data menggunakan model struktural dengan alat analisis Partial Least Square. Hasil penelitian ini menunjukkan bahwa tidak terdapat hubungan yang positif dan signifikan antara variabel kualitas informasi dengan kepuasan pengguna nilai statistik T sebesar 0,426. Ada hubungan yang positif dan signifikan antara variabel kualitas sistem dan kepuasan pengguna dengan statistik T 3,103. Terdapat hubungan yang positif dan signifikan antara variabel kualitas pelayanan dengan kepuasan pengguna, nilai T statistic sebesar 2,604. Hubungan antara variabel kepuasan pengguna dan manfaat bersih, nilai statistik t sebesar 9,294 menyatakan bahwa terdapat hubungan yang positif dan signifikan antara variabel kepuasan pengguna dengan manfaat bersih.

Examining User Switch between Mobile Stores

2016 ◽  
Vol 29 (2) ◽  
pp. 1-13 ◽  
Author(s):  
Tao Zhou
Keyword(s):  
Service Quality ◽  
Social Influence ◽  
Information Quality ◽  
Switching Behavior ◽  
Quality Information ◽  
System Quality ◽  
Push Factors ◽  
Factors Affecting ◽  
Critical Issues ◽  
Alternative Attractiveness

Retaining users and curbing their switching behavior are critical issues for mobile stores. Drawing on the push-pull-mooring (PPM) model, this research identified the factors affecting user switches between mobile stores. The push factors include dissatisfaction with system quality, information quality and service quality. The pull factor is alternative attractiveness. The mooring factors include switching costs and social influence. The results indicated that user switches receive influences from all three kinds of factors. Hence mobile stores need to be concerned with the effects of push, pull and mooring factors in order to curb users' switching behavior.

scholarly journals Analisis Kepuasan Mahasiswa dalam Menggunakan Sistem Informasi Terpadu Akademik (SITA) Universitas Batanghari Jambi

2020 ◽  
Vol 5 (2) ◽  
pp. 327
Author(s):  
Osrita Hapsara ◽  
Gupron Gupron ◽  
Andri Yandi
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Information Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Primary Data ◽  
Quality Information ◽  
Significant Positive Effect ◽  
System Quality ◽  
Positive Effect

This study aims to analyze the effect of system quality, information quality, and service quality on student satisfaction in using the Integrated Academic Information System (SITA) at Batanghari University (Unbari) Jambi. This research was conducted in the Unbari Jambi environment, with the population in this study were students in the Unbari Jambi environment. The sample in the study was 98 students with proportionate random sampling technique. Types and sources of research data consist of primary data, namely data obtained from the opinions of respondents through a research questionnaire, and secondary data, namely data obtained from Unbari Jambi. The data analysis technique used in testing the research hypothesis was multiple linear regression analysis using SPSS version 21.0 for windows. The results of the study found that: 1) system quality has a positive and significant effect on student satisfaction in Unbari Jambi; 2) the quality of information has a significant positive effect on student satisfaction in Unbari Jambi; 3) service quality has a significant positive effect on student satisfaction in Unbari Jambi; and 4) system quality, information quality, and service quality together have a significant effect on the satisfaction of Unbari Jambi students with a contribution of influence of 68.1% and the remaining 31.9% is influenced by other factors not included in the scope of this study.

scholarly journals ANALISIS KEPUASAN PENGGUNA APLIKASI PENILAIAN PRESTASI KERJA (SKP ONLINE) MENGGUNAKAN METODE HUMAN ORGANIZATION TECHNOLOGY (HOT) FIT PADA BADAN KEPEGAWAIAN DAERAH KOTA PADANG

2017 ◽  
Vol 5 (2) ◽  
Author(s):  
Primadani Viandra ◽  
Titi Sriwahyuni ◽  
Muhammad Anwar
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Research Result ◽  
Sampling Technique ◽  
Survey Method ◽  
Quality Information ◽  
Quality Service ◽  
System Quality ◽  
Human Organization

This study is aimed to describe user satisfaction on application applied at BKD Kota Padang, based on system quality, information quality, service quality, service quality and structure of organization aspects. This research has also analysed the effect of Human Organization Technology method to users’ satisfaction of SKP Online system. Survey method was used by sampling to end user of SKP Online as the population. By purposive sampling technique, this research selected limited respondent of 55 users. Descriptive analysis, inferential analysis and multiple regression have utilized to analyse the data and making decision as research result. However, the study result have shown that system quality, information quality, service quality and structure of organization are simultaneously affecting the users’ satisfaction variable and giving contribution of 48,4%. It means that improving many factors as above will absolutely increase the quality and users’ satisfaction of online SKP system as well.  Keyword     : Human Organization Technology, SKP Online, User Satisfaction.

scholarly journals Influence of System Quality, Information Quality, Service Quality on User Acceptance and Satisfaction and Its Impact on Net Benefits (Study of Information System Users Lecturer Performance Load (BKD) in Malang State University)

2019 ◽  
Vol 10 (3) ◽  
pp. 111-132
Author(s):  
Rini Widiastuti ◽  
Bambang Santoso Haryono ◽  
Abdullah Said
Keyword(s):  
Information System ◽  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Partial Least Square ◽  
Equation Modeling ◽  
Quality Information ◽  
State University ◽  
System Quality ◽  
Net Benefits

Abstract This study aims to examine the influence of system quality, information quality, and service quality of the lecturer at Malang State University. This study will also investigate the effect on user satisfaction and its impact on net benefits for users of UM Information System Expenses. This study applies a modification of the information system success model from DeLone & McLean. The model is analyzed by modeling the Structural Equation Modeling (SEM) based on components or variants (component based) that are popular with Partial Least Square (PLS) using SmartPLS version 3.2.8. The results of this study are expected to be adopted as input and consideration in developing, improving, and improving the performance of the UM BKD information system. The research design used in this study is quantitative research. Respondents in this study were 93 UM PNS lecturers who were actively teaching. The questionnaire was online distributed by accessing the page provided. The results showed that there was a positive but not significant effect between system quality, information quality, and service quality on the use of the BKD system. However, there is a positive and significant influence between system quality, information quality, and service quality on the BKD system user satisfaction, between the uses of the BKD system on net benefits, and between the satisfaction of the BKD system users on net benefits. The implementation of BKD UM information system can be declared successful because there is a positive correlation between variables.

Faktor-Faktor Yang Mempengaruhi Kesuksesan E-Commerce UKM Kain Tradisional Palembang

2018 ◽  
Vol 2 (3) ◽  
Author(s):  
Irma - Salamah
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Quality Information ◽  
Quality Service ◽  
System Quality ◽  
Is Success

Penelitian ini secara empiris menguji faktor-faktor yang mempengaruhi kesuksesan e-commerce pada UKM kain tradisional Palembang dengan menggunakan pendekatan DeLone & McLean. Variabel yang dipakai yang dipakai yaitu system quality, service quality, information quality, dan use. Masih banyaknya UKM kain tradisonal kota Palembang yang belum menggunakan teknologi e-commerce dalam proses bisnisnya adalah permasalahan dalam penelitian ini sehingga perlu diselidiki faktor-faktor apa saja yang mempengaruhi penggunaan teknologi e-commerce pada UKM kain tradisional kota Palembang. Sampel yang diambil adalah 35 UKM kain tradisional Palembang yang telah menggunakan e-commerce pada proses bisnisnya. Penelitian ini dilakukan dengan studi exploratory dan empiris. Pada studi exploratory dilakukan dengan mengidentifikasi faktor-faktor kesuksesan SI e-commerce berdasarkan model DeLone&McLean. Selanjutnya membuat hipotesis antara faktor-faktor IS success tersebut. Studi empiris dilakukan untuk memverifikasi hipotesis yang dibuat. Berdasarkan kedua studi ini dan dengan menggunakan metode path analisis, akan didapatkan model e-commerce untuk UKM kain tradisional Palembang.  Hasil yang didapat adalah variabel system quality tidak berpengaruh secara langsung terhadap penggunaan  e-commerce,   service quality berpengaruh langsung terhadap penggunaan e-commerce, dan information quality berpengaruh secara langsung  terhadap penggunaan e-commerce.

Antecedents and consequences of user engagement in smartphone travel apps

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Faizan Ali ◽  
Abraham Terrah ◽  
Chengzhong Wu ◽  
Laiba Ali ◽  
Hui Wu
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Information Quality ◽  
Amazon Mechanical Turk ◽  
Equation Modeling ◽  
Smartphone App ◽  
Quality Information ◽  
User Engagement ◽  
System Quality ◽  
Content Type

Purpose This study aims to test the effect of system quality, information quality and service quality on user engagement and its effect on smartphone travel apps’ satisfaction, love and behavioral intentions. Design/methodology/approach Using the self-selection sampling technique, data was collected from 417 respondents recruited via Amazon Mechanical Turk. Data was subjected to partial least squares based structural equation modeling. Findings Results indicate that system quality, information quality and service quality have a significantly positive impact on user engagement with smartphone travel apps. Moreover, user engagement has a positive and significant impact on smartphone app satisfaction, smartphone app love and behavioral intentions. Originality/value This is the first study to integrate DeLone and McLean (2003) updated information system success model and stimulus-organism-response model to propose a holistic model of user’s engagement with smartphone travel apps.

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