Hasil Pencarian  ::  Simpan CSV :: Kembali

"ABSTRACTThe purpose of this study is to analyze the effect of website design, reliability, time saved, product variety, and delivery performance towards customer satisfaction in the Indonesian e-commerce industry. The instrument for collecting the data is using the questionnaire. The number of samples that obtained in this study is 200 samples, in which, 15 of them should be omitted since those questionnaires weren't filled properly, resulted in a total of 185 samples being deemed usable and used for this study. The data were analyzed using PLS-SEM Method. The results of this study found reliability, time saved, product variety, and delivery performance has positive and significant effect toward customer satisfaction, in which product variety has the highest effect toward customer satisfaction among the other variables. However, this study also found out that there is no significant effect between website design and customer satisfaction. This study further suggests that company specializing in the e-commerce industry should always enhance their product and services to their customer, in which customers will be satisfied, thus increasing their likeliness to repeat their purchasing experience on the company in the future."

"Penelitian ini mencoba menganalisis faktor-faktor yang dapat mempengaruhi kepuasan pelanggan dalam berbelanja pada sebuah situs e-commerce B2C dan C2C. Faktor-faktor tersebut diwakili dengan kualitas informasi, desain situs, atribut barang, kapabilitas situs dalam melakukan transaksi, kecepatan respon situs e-commerce, keamanan dan privasi, sistem pembayaran, pengiriman barang, dan layanan pelanggan. Untuk lebih mempertajam penelitian maka peneliti menggunakan situs e-commerce MatahariMall yang mewakili situs e-commerce B2C dan situs e-commerce Tokopedia yang mewakili situs e-commerce C2C. Penelitian ini menggunakan teknik regresi berganda untuk melihat hubungan yang ada antara variabel independen dan dependen. Hasil penelitian menunjukkan bahwa terjadi hubungan yang positif antara desain situs e-commerce, atribut barang yang dijual, kecepatan respon, keamanan dan privasi, pengiriman baran dan layanan pelanggan pada kepuasan pelanggan di pada situs MatahariMall. Sedangkan pada Tokopedia terdapat pengaruh yang positif antara desain situs, atribut barang yang dijual, keamanan dan privasi, sistem pembayaran, pengiriman barang, dan layanan pelanggan.

---

This research tries to analyze the factors that could affect customer satisfaction in online shopping at B2C and C2C E Commerce Website. These factors are represented by the quality of information, website design, merchandise attributes, transaction capabilites, the speed of the website, security and privacy, payment systems, delivery, and customer service. To further the study, MatahariMall was choosen to representing B2C E Commerce and Tokopeida to representing C2C E Commerce. This study used regression techniques to look at the relationship that exists between independent and dependent variables.

The results shows that there are a positive relationship between the website design, merchandise attributes, the speed of the website, security and privacy, delivery, and customer service to customer satisfaction on MatahariMall. While on Tokopedia there are positive relationship between the website design, merchandise attributes, security and privacy, payment systems, delivery, and customer service."

"Usaha Mikro, Kecil, dan Menengah memiliki peran penting dalam perekonomian Indonesia. E-commerce dapat memberikan kemudahan bagi UKM untuk mendapatkan keunggulan kompetitif dan akses ke pasar global, namun sayangnya hanya 9 dari UMKM indoensia yang telah mengadopsi e-commerce. Penelitian ini bertujuan untuk menghasilkan faktor ndash; faktor yang mempengaruhi keputusan UMKM Indonesia dalam mengadopsi e-commerce. Penelitian ini menggunakan kerangka kerja Technology-Organization-Environment TOE , Technology Acceptance Model TAM, dan Diffusion of Innovation DOI . Survei kuesioner dilakukan untuk mengumpulkan data dari 157 pemilik UMKM Indonesia yang telah mengadopsi dan yang belum mengadopsi e-commerce. Data tersebut diolah dengan menggunakan metode regresi logistik untuk memperoleh variabel yang mempengaruhi pengadopsian teknologi e-commerce oleh UMKM Indonesia. Hasil penelitian ini menunjukan bahwa usia, keuntungan relatif, manfaat yang dirasakan, kemudahan penggunaan, dukungan manajemen puncak, kemampuan IT karyawan, tekanan dari pemasok / mitra kerja memiliki pengaruh yang signifikan terhadap keputusan pemilik UMKM dalam mengadopsi e-commerce.

---

Small, and Medium Enterprises SMEs play a vital role in Indonesian economy. E commerce can make SMEs easier to gain competitive advantage and to access global markets, but unfortunately only 9 of Indonesian SMEs who have already adopted e commerce. This study investigates the factors that influence e commerce adoption among Indonesian SMEs using Technology Organization Environment TOE framework, Technology Acceptance Model TAM , and Diffusion of Innovation DOI. A questionnaire survey was conducted to collect data from adopters and non adopters of 157 owner of Indonesian SMEs. Data is examined using logistic regression to get which variabel affecting the e commerce adoption in Indonesian SMEs. The result reveal that variables of age, relative advantage, perceived usefulness, perceived ease of use, top management support, employee rsquo s IT knowledge, business partner pressure have significant impact on owner rsquo s decision to adopt e commerce."

"Perkembangan bisnis e-commerce agar tetap berjalan di Indonesia maka perusahaan ecommerce harus menjaga customer satisfaction. Pada aplikasi shopee customer satisfaction dapat dilihat dari rating yang diberikan customer. Penelitian ini bertujuan untuk mencari faktor-faktor yang memengaruhui customer dalam memberikan rating dengan tujuan untuk meningkatkan service shopee. Kondisi saat ini perusahaan belum mengetahui indikator ketika customer memberikan rating. Penelitian ini menggunakan beberapa metode yaitu Unified Theory of Acceptance and Use of Technology (UTAUT), Technology Acceptance Model (TAM) dan kualitas produk yang memberikan pengaruh pada rating. Target responden adalah customer shopee yang pernah memberikan bad rating dan yang belum pernah memberikan rating dengan jumlah 326 responden. Kuesioner disebar secara online melalui google form serta pengolahan analisis statistik yang digunakan adalah Partial Least Square (PLS) dengan tools SmartPLS v.4. Hasil dari penelitian memberikan kesimpulan bahwa faktor yang memengaruhui responden bad rating dalam memberikan rating dengan hasil positif signifikan adalah faktor perceived ease of use, social influence dan customer satisfaction dengan nilai r-square rating 0.354 (moderate) dan dari moderasi variabel yang paling banyak berpengaruh positif signifikan adalah gender wanita. Sedangkan responden yang belum pernah memberikan rating yang memengaruhui positif signifikan adalah performance expectancy, social influence dan customer satisfaction dengan nilai r-square untuk rating 0.823 (kuat). Berdasarkan hasil diskusi dengan team management shopee disimpulkan beberapa hal perbaikan untuk meningkatkan service yaitu perbaikan algoritma aplikasi, development team operational, dan beberapa strategi untuk mengatasi impact setelah pandemic covid 19.

---

The development of the e-commerce business in Indonesia, ecommerce companies must maintain customer satisfaction. In the shopee customer satisfaction app, it can be seen from the ratings given by consumers. This research aims to find factors that influence consumers in providing ratings with the aim of improving shopee services. The current condition of the company does not know the indicators when consumers give ratings. This research uses several methods, such as the Unified Theory of Acceptance and Use of Technology (UTAUT), Technology Acceptance Model (TAM) and product quality that influences ratings. The target respondents are shopee consumers who have given bad ratings and who have never given a rating with 326 respondents. The questionnaire was distributed online via google form and the statistical analysis processing used was Partial Least Square (PLS) with SmartPLS v.4 tools. The results of the study concluded that the factors that influence bad rating respondents in providing ratings with significant positive results are the factors of perceived ease of use, social influence and customer satisfaction with an r-square rating value of 0.354 (moderate) and from moderation, the variable that has the most significant positive effect is female gender. Meanwhile, respondents who have never given a rating that has a significant positive effect are performance expectancy, social influence and customer satisfaction with an r-square value for ratings of 0.823 (strong). Based on the results of discussions with the shopee management team, it is concluded that there are several improvements to improve service, namely improving application algorithms, developing operational teams, and several strategies to overcome the impact after the covid pandemic."

"Teknologi saat ini sangat berkembang pesat, khususnya di bidang teknologi informasi. Banyak perusahaan-perusahaan yang memanfaatkan teknologi internet untuk membantu meningkatkan bisnisnya. Dari hanya sebatas media untuk meningkatkan brand awareness sampai dengan menjual produknya melalui internet. Salah satunya adalah PT XYZ yang memiliki situs e-commerce xyz.com. Banyaknya pesaing menuntut para PT XYZ untuk meningkatkan kinerja mereka yang salah satunya diperoleh dengan cara meningkatkan jumlah transaksi yang dilakukan oleh pelanggan lama. Pada tulisan ini akan dibahas faktor-faktor yang mempengaruhi repurchase intention pelanggan XYZ.com. Model penelitian ini diadaptasi dari model DeLone & McLean Updated IS Success Model, Expectation-Confirmation Model, dan beberapa penelitian sejenis. Pengambilan data untuk penelitian ini menggunakan survei kepada para pelanggan XYZ.com melalui media online. Dari data isian kuesioner yang terkumpul didapatkan sebanyak 374 data valid. Setelah data survey terkumpul kemudian akan dianalisa menggunakan metode structural equation modeling (SEM) berbasis variance yaitu partial least square (PLS) dengan menggunakan perangkat lunak SmartPLS 3.0. Hasil penelitian ini menunjukan bahwa customer satisfaction dan customer trust berpengaruh secara signifikan terhadap repurchase intention.

---

Technology has been expand so fast for now, specially for information technology. Many company use internet to improve their business. From simply use internet just for increasing brand awareness to selling their product through internet as their main channel. One of those company is PT XYZ with their e-commerce website XYZ.com. Because of business competition forced PT XYZ want to improve transaction from their existing customer to boost their performance. This research will explain factors that impacting repurchase intention customers on XYZ.com.

The resarch model was adapted from DeLone & McLean Updated IS Success Model, Expectation-Confirmation Model and other similar research. Data was collected using survey to XYZ.com customers through online survey. There is 374 valid data was collected from survey. Data was analysed using structural equation modeling (SEM) variance based that called partial least sqare (PLS) by using SmartPLS 3.0. This research resulting customer satisfaction and customer trust affect significantly to repurchase intention."

"Jumlah review mengalami peningkatan yang sangat pesat untuk setiap produk nya. Hal ini berakibat sulit nya bagi setiap pengguna untuk membaca semua review yang ada. Karya akhir ini menawarkan solusi menggunakan feature based opinion mining untuk mempermudah pengguna membaca review lebih mudah. Pada karya akhir ini terdapat 2 langkah yang akan dilakukan. Langkah pertama ialah melakukan ekstraksi feature menggunakan association rule dan pruning. Sedangkan langkah terakhir ialah menentukan orientasi dari setiap opini dengan menggunakan teknik klasifikasi. Beberapa algoritma klasifikasi seperti C45, Naïve Bayes dan Support Vector Machine cocok untuk mengatasi masalah ini. Dari hasil pengujian algoritma Support Vector Machine memiliki performa terbaik jika dibandingkan dengan algoritma lainnya.

---

The number of customer reviews for each product grows rapidly. This condition makes customer difficult to read all the review.This thesis propose feature based opinion mining to help customer reads review easily. Feature based opinion mining in this thesis consist of two steps. First step identify product features using association technique and pruning. The last step identify opinion sentence orientation using classification technique. Several classification algorithm, such as C45, Naive Bayes, and Support Vector Machines are good approaches to solve this problem. Support Vector Machine has the best performance compared to other algorithms."

"Penelitian ini bertujuan untuk mengetahui faktor-faktor yang memengaruhi online brand experience dan online brand relationship pada bisnis e-commerce dengan model Marketplace Customer-to-Customer (C2C) di Indonesia. Data pada penelitian ini didapat dari penyebaran kuisioner kepada pengguna Tokopedia, Bukalapak dan Elevenia yang melakukan pembelanjaan online minimal 2 (dua) kali dalam 6 (enam) bulan terakir. Data ini diolah dengan menggunakan metode Structural Equation Modelling (SEM). Hasil penelitian ini menunjukan bahwa reputasi merek (brand reputation) sebagai faktor penting yang memengaruhi kepercayaan (trust) dan persepsi akan kemudahan dalam menggunakan (perceived ease of used). Pengalaman dengan merek online (online brand experience) dipengaruhi secara positif oleh persepsi akan manfaat atau kegunaan (perceived usefulness) dan kepercayaan (trust). Pengalaman dengan merek online yang positif akan menghasilkan kepuasan (satisfaction) dan intensi perilaku (behavioral intentions) dimana intensi perilaku (behavioral intentions) akan membentuk hubungan konsumen dengan merek (online brand relationship).

---

This study aims to know factors that affect online brand experience and online brand relationship in Customer-to-Customer (C2C) Marketplace Model of E-commerce in Indonesia. Data for this research were collected from Tokopedia, Bukalapak, and Elevenia consumers, specifically those who made purchasing minimum 2 (two) times in the last 6 (six) months. They were analyzed using Structural Equation Modeling (SEM) method. The result of this shows that brand reputation as an important antecedent of trust and perceived ease of use. Trust and perceived usefulness positively effect online brand experience. Positive experience result in satisfaction and behavioral intentions where behavioral intentions itself lead to the formation of online brand relationship."

"ABSTRAKPenelitian ini bertujuan untuk menguji bagimanakah pengaruh perceived user interface quality, perceived information quality, perceived security, perceived privacy dan contact interactivity terhadap customer satisfaction dan customer trust, serta bagaimana pengaruh customer satisfaction dan customer trust terhadap customer loyalty pada konsumen e-commerce di Indonesia. Data yang digunakan dalam penelitian ini adalah data primer yang didapat dari kuesioner. Dari hasil analisis ditemukan bahwa variabel perceived user interface quality, perceived security dan perceived privacy secara signifikan mempengaruhi customer satisfaction dan customer trust. Sedangkan perceived information quality dan contact interactivity tidak signifikan mempengaruhi customer satisfaction dan customer trust. Selain itu ditemukan juga bahwa customer satisfaction dan customer trust mempengaruhi loyalty

---

ABSTRACT This study aims to examine how the effect of perceived user interface quality, perceived information quality, perceived security, perceived privacy and contact interactivity to customer satisfaction and customer trust. Also how the effect of customer satisfaction and customer trust to customer loyalty in Indonesia e-commerce industry. The data which has been used in this study is the primary data obtained from questionnaires. From the result of analysis which has been tested in the end we obtained finding perceived user interface quality, perceived security and perceived privacy have impact to customer satisfaction and customer loyalty. Meanwhile perceived information quality dan contact interactivity have no significant impact to customer satisfaction and customer trust. Also found that customer satisfaction and customer trust have positive influence to customer loyalty in Indonesia e-commerce industry. "

"STMIK Indonesia menyadari akan kebutuhan terhadap implementasi e-learning, namun pengalaman akan kegagalan implementasi e-learning menjadi pertimbangan perlunya suatu strategi manajemen perubahan dalam implementasi e-learning. Penelitian ini menggunakan kerangka kerja system thinking dalam menyusun strategi manajemen perubahan.Langkah selanjutnya strategi manajemen perubahan tersebut dipetakan ke dalam 8 (delapan) langkah Kotter, kemudian dilakukan prioritasi dengan menggunakan analytic hierarchy process. Penelitian ini dilakukan untuk menyusun strategi manajemen perubahan dengan studi kasus STMIK Indonesia. Hasil dari penelitian ini adalah strategi manajemen perubahan yang sudah diprioritaskan, yang dapat dijadikan dasar untuk memastikan implementasi e-learning di STMIK Indonesia berjalan sesuai dengan keinginan.

---

STMIK Indonesia realized the need for the implementation of e-learning, but the experience of the failure of the implementation of e-learning into consideration the need for a change management strategy in the implementation of e-learning. This research uses the framework of system thinking to createthe change management strategy. In the next step, the change management strategy that have been created will be mapped into 8 (eight) steps Kotter, and then will be prioritized by analytic hierarchy process.The purpose of this research is create change management strategy in STMIK Indonesia. The result of this research is change management strategy that have been prioritized, which is it can be reference to make sure implementation of e-learning in STMIK Indonesia work smoothly as the hope."

"Dengan semakin ketatnya persaingan di e-marketplace C2C, penyedia platform harus mencari dan menemukan cara untuk menjaga hubungan dengan pelanggan. Penelitian ini membahas faktor-faktor yang mempengaruhi loyalitas pelanggan pada e-commerce. Objek penelitian ini yaitu tiga perusahaan penyedia e-marketplace C2C di Indonesia. Pada penelitian ini digunakan metode SEM Structural Equation Modeling dengan indikator yang ditentukan berdasarkan literatur dan pendapat ahli dan melibatkan 350 responden untuk setiap perusahaan. Penelitian ini membuktikan bahwa faktor kepuasan pelanggan selalu mempengaruhi loyalitas pelanggan. Berdasarkan efek totalnya, faktor kepercayaan paling berpengaruh terhadap loyalitas pelanggan TK. Faktor ekspektasi pelangganpaling mempengaruhi loyalitas pelanggan BL. Faktor kepuasan pelanggan paling mempengaruhi loyalitas pelanggan EV.

---

The escalation of e commerce competition nowadays force platform providers seek and find ways to maintain relationships with their customers. The research discusses the factors that affect customer loyalty in e commerce. The object of this study is three providers of C2C e marketplace in Indonesia. In this study SEM Structural Equation Modeling was used by involving 350 respondents for each company and expert opinion to determine the indicators.

This study proves that the customer satisfaction factor always affects customer loyalty. Based on the total effect, trust affect customer loyalty significantly in TK. Meanwhile, customer expectation affect customer loyalty significantly in BL. Customer satisfaction proved to be factors that significanttly effect customer loyalty in EV."