Analisis Tingkat Kepuasaan Pengguna Menggunakan Metode Pieces Terhadap Aplikasi E-Commerce (Shopee)
DOI:
https://doi.org/10.59039/ekstensi.v1i3.13Keywords:
Shopee App, User Satisfaction, PIECES Method, SPSS, E-CommerceAbstract
Shopee is an e-commerce application that has reached over 100 million downloads to date with a rating of 4.3. To further ensure user satisfaction with the Shopee application, the author is interested in conducting research to measure whether respondents are satisfied with the application. The aim is to analyze the level of user satisfaction and determine if Shopee has been operating according to user needs on the Shopee platform. The measurement of satisfaction is carried out using Google Forms with 90 respondents to assess how satisfied users are with the Shopee application, utilizing the PIECES method that focuses on Performance, Information, Economic, Control & Security, Efficiency, and Service. Based on the measurement results, the average values of user satisfaction are as follows: Performance variable 3.685, Information variable 4.100, Economic variable 4.233, Control & Security variable 3.277, Efficiency variable 4.207, and Service variable 3.792. With the highest satisfaction level in the Economic variable and the lowest in the Control & Security variable. The Control & Security variable with the lowest average satisfaction score can be a priority for Shopee's future development so that user satisfaction levels can increase.
Downloads
References
B. J. Oates, M. Griffiths, and R. McLean, Researching Information Systems and Computing. London: SAGE, 2022.
D. Wong, “Pengaruh Ability, Benevolence Dan Integrity Terhadap Trust, Serta Implikasinya Terhadap Partisipasi Pelanggan E-Commerce : Studi Kasus Pada Pelanggan E-Commerce Di Ubm,” Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, vol. 2, no. 2, pp. 155–168, 2017, [Online]. Available: www.internetworldstars.com/stat3.htm
A. Sugara and R. Y. Dewantara, “Analisis Kepercayaan Dan Kepuasan Terhadap Penggunaan Sistem Transaksi Jual Beli Online (Studi Pada Konsumen ‘Z’),” Jurnal Administrasi Bisnis (JAB), vol. 52, no. 1, pp. 8–15, Nov. 2017.
E. Nugroho, Sistem Informasi Manajemen: Konsep, Aplikasi dan Perkembangannya, 2nd ed. Yogyakarta: Andi Publisher, 2010.
Shopee, “Metode Pembayaran Shopee,” https://www.shopee.co.id.
R. L. Oliver, Satisfaction: A Behavioral Perspective on the Consumer, 2nd ed. Routledge, 2014. doi: 10.4324/9781315700892.
R. Muliansah and C. Budihartanti, “Analisa Pemanfaatan e-Puskesmas di Loket Pendaftaran pada Puskesmas Kecamatan Pademangan dengan Metode PIECES,” Journal of Computer Science and Engineering (JCSE), vol. 1, no. 1, pp. 17–29, Feb. 2020, doi: 10.36596/jcse.v1i1.22.
Y. Rahmanto, Istikomah, and Styawati, “Rancang Bangun Sistem Informasi Manajemen Koperasi Menggunakan Metode Web Engineering (Studi Kasus : Primkop Kartika Gatam),” Jurnal Data Mining dan Sistem Informasi, vol. 2, no. 1, p. 24, Feb. 2021, doi: 10.33365/jdmsi.v2i1.987.
M. S. Safarudin, “Analisis Kepuasan Pengguna MarketplaceTokopedia Dengan Metode PIECES di Tokopedia Community Batam,” in Prosiding Seminar Nasional Ilmu Sosial dan Teknologi (SNISTEK), LPPM UNIVERSITAS PUTERA BATAM, Oct. 2018, pp. 109–114.
R. D. Kristy and W. A. Kusuma, “Analisis Tingkat Kepuasan Dan Tingkat Kepentingan Penerapan Sistem Informasi Universitas Muhammadiyah Malang,” Teknika: Engineering and Sains Journal, vol. 2, no. 1, p. 17, Jun. 2018, doi: 10.51804/tesj.v2i1.223.17-24.
Sugiyono, Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta, 2017.
Besral, Pengolahan dan Analisa Data-1 Menggunakan SPSS . Depok: Departemen Biostatistika - FKMUI, 2010.
J. F. Hair, B. J. Babin, and R. E. Anderson, Multicariate Data Analysis, 8th ed. Boston: Cengage, 2019.
S. Suryabrata, Metodologi Penelitian. Depok: Raja Grafindo Persada, 2018.
S. Arikunto, Prosedur Penelitian: Suatu Pendekatan Praktik, Ed. Rev.2010. Jakarta: Rineka Cipta, 2010.
R. Alfian and A. M. P. Putra, “Uji Validitas Dan Reliabilitas Kuesioner Medication Adherence Report Scale (MARS) terhadap Pasien Diabetes Mellitus,” Jurnal Ilmiah Ibnu Sina, vol. 2, no. 2, pp. 176–183, Oct. 2017.
Y. Asbar and M. A. Saptari, “Analisa Dalam Mengukur Kualitas Pelayanan Terhadap Kepuasan Konsumen Menggunakan Metode PIECES,” Jurnal Visioner & Strategis, vol. 6, no. 2, pp. 39–47, 2017.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Witta Listiya Ningrum, Naufal Halim Gibran
This work is licensed under a Creative Commons Attribution 4.0 International License.
