Pengaruh Percieved Quality terhadap Percieved Usefulness dan Perceived Ease Of Use serta dampaknya pada Satisfaction pada konsumen Shopee Indonesia
DOI:
https://doi.org/10.30737/ekonika.v7i1.1063Keywords:
system quality, information quality, service quality, perceived usefulness, perceived ease of use, satisfaction, e commerceAbstract
Tujuan penelitian ini untuk menguji pengaruh kualitas sistem, kualitas informasi, kualitas layanan terhadap persepsi kegunaan dan persepsi kemudahan penggunaan, serta untuk mengetahui pengaruh persepsi kegunaan dan persepsi kemudahan penggunaan terhadap kepuasan konsumen Shopee Indonesia. Pendekatan penelitian ini menggunakan kuantitatif dan pengumpulan data dengan metode survei. Teknik pengambilan sampel dalam penelitian ini menggunakan purposive sampling yang merupakan bagian dari nonprobability sampling. Sampel penelitian ini adalah konsumen yang memiliki akun di Shopee dan telah melakukan transaksi di Shopee maksimal enam bulan yang lalu, dengan usia minimal 17 tahun sebanyak 200 sampel. Teknik analisis yang digunakan adalah SEM AMOS. Hasil penelitian menunjukkan bahwa kualitas sistem dalam penelitian ini terbukti tidak berpengaruh terhadap persepsi kegunaan dan persepsi kemudahan penggunaan. Sedangkan kualitas informasi dan kualitas layanan terbukti berpengaruh signifikan terhadap persepsi kegunaan dan persepsi kemudahan penggunaan. Kemudian persepsi kegunaan dan persepsi kemudahan penggunaan berpengaruh signifikan terhadap kepuasan pelanggan shopee. Dengan hasil tersebut, Shopee akan semakin meningkatkan kualitas informasi dan kualitas layanan bagi pelanggannya karena terbukti berdampak pada kenyamanan dan kemudahan pelanggan dalam menggunakan aplikasi Shopee.
Downloads
References
Achmad, M. R. (2013). The impact of cognitive trust and e-wom on purchase intention in C2C e-commerce site. Journal of Computer Science, 10(12), 2518.
Ahmed, A., Harderwijk, M., Marti, C., Nasir, S., ... & Hogg, P. (2014). 10 kVp rule–an anthropomorphic pelvis phantom imaging study using a CR system: impact on image quality and effective dose using AEC and manual mode. Radiography, 20(4), 333-338.
Agustian, W., & Syafari, R. (2014). Pendekatan technology acceptance model (TAM) untuk mengidentifikasi pemanfaatan internet usaha kecil dan menengah Sumatera Selatan. Semantik, 4(1).
Akbar, A. A., & Djatmiko, T. (2016). Pengaruh e-Service Quality terhadap E-Customer Satisfaction dan E-Customer Loyalty pada lazada. co. id. eProceedings of Management, 3(1).
Akram Ch, A. S., Ali, A., Hussain Khan, I., Ch, M. A., (2018). Level of Job Satisfaction among Employees of Banking Industries at Lahore 2016. European Online Journal of Natural and Social Sciences: Proceedings, 7(3 (s)), pp-92.
Alloghani, M., Hussain, A., Al-Jumeily, D., & Abuelma'atti, O. (2015). Technology Acceptance Model for the Use of M-Health Services among health related users in UAE. In 2015 International Conference on Developments of E-Systems Engineering (DeSE) (pp. 213-217). IEEE.
Bhattacherjee, A. (2001). An empirical analysis of the antecedents of electronic commerce service continuance. Decision support systems, 32(2), 201-214.
Burns, Alvin C., & Bush, Ronald F. 2014. Marketing Research. Edition 7th . London : Pearson Education Limited.
Chen, M. S., & Lee, C. L. (2013). E-satisfaction and post-purchase behaviour of online travel product shopping. Journal of Statistics and Management Systems, 16(2-3), 223-240
Chuttur, M. Y. (2009). Overview of the technology acceptance model: Origins, developments and future directions. Working Papers on Information Systems, 9(37), 9-37.
Crosby, N., Kelly, J. M., & Schaefer, P. (1986). Citizens panels: A new approach to citizen participation. Public administration review, 170-178.
Davis, Y. K., & Mazman, S. G. (2009). Adoption of Web 2.0 tools in distance education. Procedia-Social and Behavioral Sciences, 1(1), 818-823.
Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of management information systems, 19(4), 9-30.
Delone, W. H., & Mclean, E. R. (2004). Measuring e-commerce success: Applying the DeLone & McLean information systems success model. International Journal of electronic commerce, 9(1), 31-47.
DeLone, W. H., & McLean, E. R. (2016). Information systems success measurement. Foundations and Trends® in Information Systems, 2(1), 1-116.
Dessyanti, A. D. (2016). The Influence of Corporate Social Responsibility on the Financial Performance of Indonesian Islamic Banking.
Dewi, I. G. A. A. O., Dewi, I. G. A. A. P., Kustina, K. T., & Prena, G. D. (2018). Culture of tri hita karana on ease of use perception and use of accounting information system. International journal of social sciences and humanities, 2(2), 77-86.
Farida, N., Naryoso, A., & Yuniawan, A. (2017). Model of Relationship Marketing and E-Commerce in Improving Marketing Performance of Batik SMEs. JDM (Jurnal Dinamika Manajemen), 8(1), 20-29.
Ferran & Watts, (2016) .Perceived risk influence on dual-route information adoption processes on travel websites. Journal of Business Research, 69(6), 2289-2296.
Grönroos, C., & Gummerus, J. (2014). The service revolution and its marketing implications: service logic vs service-dominant logic. Managing service quality.
Hartono, J. (2012). Adoption of information technology on small businesses: The role of environment, organizational and leader determinant. International Journal of Business, Humanities, and Technology, 2(4), 60-66.
Irwansyah, A. (2013). Analisis Quality of Service (QoS) pada Jaringan Internet (Studi Kasus: Fakultas Kedokteran Universitas Tanjungpura). Jurnal Program Studi Teknik Informatika Universitas Tanjungpura Pontianak, 1(1).
Isabella, L., & Dewi, A. S. (2017). Hubungan Persepsi Kualitas, Persepsi Harga, Brand Image, Dan Persepsi Risiko Dengan Minat Beli Private Label. Fokus Manajerial, 14(2).
Keller, K. L. (2003). Brand synthesis: The multidimensionality of brand knowledge. Journal of consumer research, 29(4), 595-600.
Kober, R., Lee, J., & Ng, J. (2010). Mind your accruals: perceived usefulness of financial information in the Australian public sector under different accounting systems. Financial Accountability & Management, 26(3), 267-298.
Kotler, Philip dan Kevin Lane Keller. (2005). Manajemen Pemasaran (Jilid 1 dan Jilid 2). Jakarta:PT Indeks
Kotler, Philip dan Kevin Lane Keller. (2009). Manajemen Pemasaran. Edisi Ketiga Belas. Bob Sabran (Penterjemah). Jakarta: Erlangga
Kusumasondjaja, S. (2019). Exploring the role of visual aesthetics and presentation modality in luxury fashion brand communication on Instagram. Journal of Fashion Marketing and Management: An International Journal.
Laudon, K. C., & Traver, C. G. (2009). E-commerce. Pearson Educación.
Lee, H. S. (2014). Quality, perceived usefulness, user satisfaction, and intention to use: An empirical study of ubiquitous personal robot service. Asian Social Science, 10(11), 1.
Lin, C., & Lekhawipat, W. (2014). Factors affecting online repurchase intention. Industrial Management & Data Systems.
Lui, H. K., & Jamieson, R. (2003). Integrating trust and risk perceptions in business to consumer electronic commerce with technology acceptance model.
Mallat, N., Rossi, M., Tuunainen, V. K., & Öörni, A. (2009). The impact of use context on mobile services acceptance: The case of mobile ticketing. Information & management, 46(3), 190-195.
Malhotra, Naresh K.(2010). Riset Pemasaran (Marketing Research) (Edisi 4 Jilid 1).New Jersey, Indonesia: PT. Indeks
M., Sauter, (2017). “The future of industrial communication: Automation networks in the era of the internet of things and industry 4.0â€. IEEE industrial electronics magazine, 11(1), 17-27.
Noviarni, E. (2014). Analisis Adopsi Layanan Internet Banking oleh Nasabah Perbankan di Pekanbaru (Technology Acceptance Model) Eni Noviarni. Jurnal Al-Iqtishad, 10(1), 26-39.
Oliver, R. L. (2010). Customer satisfaction. Wiley International Encyclopedia of Marketing.
O’Brien, B., (2006). Reading fluency: The whole is more than the parts. Annals of dyslexia, 56(1), 51-82.
Paul, P., Olson, J. J. C., & Grunert, K. (2010). Consumer behavior and marketing strategy: European Edition.
Petter, S., & Mclean, E. R. (2009). A Meta-Analytic Assessment of the DeLone and McLean IS Success Model: An Examination of IS Success at the Individual Level. Information&Management, 46(3), 159–166.
Pearson (2008). E-commerce: de la stratégie à la mise en oeuvre opérationnelle. Pearson Education France.
Perwira, B. T., Yulianto, E., & Kumadji, S. (2016). Pengaruh E-Service Quality Dan Perceived Value Terhadap Kepuasaan Pelanggan Dan Loyalitas Pelanggan (Survei Pada Mahasiswa S1 Universitas Brawijaya Yang Melakukan Transaksi Pembelian Online Dengan Mobile Application Tokopedia). Jurnal Administrasi Bisnis, 38(2), 46-54.
Putri, L. P. (2016). The Effect of Product Quality and Delivery Service on Online-Customer Satisfaction in Zalora Indonesia. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 4(1).
Putri, W. K., & Pujani, V. (2019). The influence of system quality, information quality, e-service quality and perceived value on Shopee consumer loyalty in Padang City. The International Technology Management Review, 8(1), 10-15.
Ramayah, T & Ignatius. (2006). Course website usage: Does prior experience matter. WSEAS Transactions on Information Science & Applications, 2(2), 299-306.
Rohandi, M. M. A. (2017). Effectiveness C2C E-commerce media in Bandung (case study at Tokopedia. com and Bukalapak. com). Jurnal Manajemen dan Bisnis (Performa), (2), 177-197.
San MartÃn, S., Lópezâ€Catalán, B., & Ramónâ€Jerónimo, M. A. (2013). Factors determining firms' perceived performance of mobile commerce. Industrial Management & Data Systems.
Schiffman, L.G. & Kanuk, L.L. 2004. Consumer Behavior (8th Edition). Pearson
Education Prentice Hall.
Schiffman, L. G., Kanuk, L. L., & Wisenblit, J. (2010). Consumer Behavior. Global Edition. Pearson Higher Education, London, 12(2), 113-120.
Sharma, N., Mittal, A., & Sharma, S. V. (2012, December). Cloud computing for Internet of Things & sensing based applications. In 2012 Sixth International Conference on Sensing Technology (ICST) (pp. 374-380). IEEE.
Shelly, G., Cashman, T. J., Gunter, G., & Gunter, R. (2007). Teachers discovering computers: Integrating technology and digital media in the classroom. Cengage Learning.
Soon-Shiong, P. (2019). U.S. Patent No. 10,432,601. Washington, DC: U.S. Patent and Trademark Office.
Sugiyono. 2014. Metode Penelitian Kombinasi (Mixed methods). Bandung: Alfabeta
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016, May). E-service quality, e-satisfaction and e-loyalty of online shoppers in business to consumer market; Evidence form Malaysia. In IOP Conference Series: Materials Science and Engineering (Vol. 131, No. 1, p. 012012). IOP Publishing.
Tjiptono, F. (2007). Strategi Pemasaran, edisi kedua. Yogyakarta: Andi.
Varma, A. (2018). Mobile Banking Choices of Entrepreneurs: A Unified Theory of Acceptance and Use of Technology (UTAUT) Perspective. Theoretical Economics Letters, 8(14), 2921.
Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management science, 46(2), 186-204.
Wangpipatwong, S., Chutimaskul, W., & Papasratorn, B. (2008). Understanding Citizen's Continuance Intention to Use e-Government Website: a Composite View of Technology Acceptance Model and Computer Self-Efficacy. Electronic Journal of e-Government, 6(1).
Webb, M., & Cox, M. (2004). A review of pedagogy related to information and communications technology. Technology, pedagogy and education, 13(3), 235-286.
Wilson, J. D. (2005). Welfare-improving competition for mobile capital. Journal of Urban Economics, 57(1), 1-18.
Wong, C. A., Shie, E. I., Aronoff, J. M., Lin, R. C. P., Potireddy, S., & Wang, S. S. Y. (2010). U.S. Patent Application No. 12/414,562.
Zao & Cao (2012). Empirical analysis of influencing factors on satisfaction of Beijing's new rural co-operative medical system based on a research in the Yanqing county [J]. Journal of Beijing University of Agriculture, 1.
Zaidan, A. A., Zidan, B. B., Iqbal, S., Ahmed, M. M., Albahri, O. S., & Albahri, A. S. (2014). Conceptual framework for the security of mobile health applications on android platform. Telematics and Informatics, 35(5), 1335-1354.
Zeithaml, V. A., Bitner, M. J., Gremler, D. D., Davalos, J. P. C., & Espinosa, I. L. (2009). Marketing de servicios.
Zhou, L., & Chen, Q. Y. (2014). Evaluation of E-commerce performance in smes based on vector auto regression model. International Journal of u-and e-Service, Science and Technology, 7(5), 151-160.
Zingone, M. M., Franks, A. S., Guirguis, A. B., George, C. M., Howard-Thompson, A., & Heidel, R. E. (2010). Comparing team-based and mixed active-learning methods in an ambulatory care elective course. American journal of pharmaceutical education, 74(9).
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Dewa Ayu Mitha Avriyanti, Tanti Handriana
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with Jurnal Ekonika: Jurnal Ekonomi Universitas Kadiri agree to the following terms:
1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
2. Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
