Analisa Perbandingan Kualitas Pelayanan Web E-Commerce Terhadap Kepuasan Konsumen Menggunakan WebQual 4.0

Jurnal Ilmiah Teknologi Informasi Asia

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Title Analisa Perbandingan Kualitas Pelayanan Web E-Commerce Terhadap Kepuasan Konsumen Menggunakan WebQual 4.0
Analisa Perbandingan Kualitas Pelayanan Web E-Commerce Terhadap Kepuasan Konsumen Menggunakan WebQual 4.0
 
Creator Hernawan, Angga
Komarudin, Rachman
Afni, Nurul
 
Description E-commerce adalah perpaduan antara proses bisnis dengan teknologi informasi dimana pebisnis dengan pelanggan melakukan sebuah transaksi elektronik secara online. Faktor pendukung e-commerce salah satunya adalah website. Saat ini banyaknya masyarakat yang  berbelanja online atau bisa di sebut e-commerce yang ada di Indonesia seperti Lazada, Tokopedia dan Bukalapak. Kualitas dari website e-commerce dapat berpengaruh pada banyaknya pelanggan yang memutuskan untuk online shopping pada e-commerce tersebut, untuk mengetahui tinggi dan rendahnya kualitas suatu website di tentukan melalui Webqual 4.0.
Dalam penelitian ini penulis menggunakan metode kuesioner Manual terhadap 150 responden yang menggunakan web E-commerce Tokopedia, Lazada dan Bukalapak. Kemudian dilakukan analisis terhadap data-data yang diperoleh berupa analisis deskripstif untuk untuk menganalisis profil responden penyajian data melalui tabel, analisis kuantitatif meliputi uji validitas, uji reliabilitas, uji regresi linear berganda.
Dari penelitian terhadap 150 responden, hasil penelitian menunjukkan pengaruh signifikan antar variable, yaitu (1) Kegunaan terhadap Kepuasan, (2) Kualitas Informasi terhadap Kepuasan, dan (3) Kualitas Interaksi Layanan terhadap Kepuasan, hasil analisis baik dinilai baik secara parsial maupun simultan kualitas website
Electronic Commerce (E-commerce) is the activity of buying or selling of products on online services or over the internet. One of the supporting factors that make E-commerce grows is the way they develop websites that make it easier for consumer to buy or sell their products. Since the quality of e-commerce websites can affect the number of customers who decide to shop through an e-commerce system, The Author decided to make a comparison between three well-known E-commerce website such as Tokopedia, Bukalapak, Lazada through WebQual 4.0.
In this research, the author uses an manually survey method to 150 respondents who use the three well known E-commerce websites above. The data obtained from the survey were analyzed using descriptive methods, quantitative methods, validity test, reliability test, and multiple linear regression tests. and the results are presented in a table format. The result of the survey to 150 respondents showed three significant influences between variables such as (1) In use satisfaction, (2) Information on quality satisfaction, and (3) Quality of Service Interaction, the results of the analysis were based on both partial or simultaneous website quality.
 
Publisher LP2M INSTITUT TEKNOLOGI DAN BISNIS ASIA MALANG
 
Date 2021-04-05
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier http://jurnal.stmikasia.ac.id/index.php/jitika/article/view/511
10.32815/jitika.v15i1.511
 
Source Jurnal Ilmiah Teknologi Informasi Asia; Vol 15 No 1 (2021): Volume 15 Nomor 1 (8); 39-50
Jurnal Ilmiah Teknologi Informasi Asia; Vol 15 No 1 (2021): Volume 15 Nomor 1 (8); 39-50
2580-8397
0852-730X
10.32815/jitika.v15i1
 
Language ind
 
Relation http://jurnal.stmikasia.ac.id/index.php/jitika/article/view/511/286
 
Rights Copyright (c) 2021 Angga Hernawan, Rachman Komarudin, Nurul Afni
http://creativecommons.org/licenses/by/4.0
 

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