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All Journal Ultimacomm: Jurnal Ilmu Komunikasi JUSTIN (Jurnal Sistem dan Teknologi Informasi)
Haryani, Endang
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Computer Science & IT Languange, Linguistic, Communication & Media

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Analisis Kepuasan Pengguna pada Layanan E-commerce di Indonesia (Systematic Literature Review) Sinarta, Steve Yanuar; Haryani, Endang
JUSTIN (Jurnal Sistem dan Teknologi Informasi) Vol 13, No 1 (2025)
Publisher : Jurusan Informatika Universitas Tanjungpura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26418/justin.v13i1.86629

Abstract

Penelitian ini bertujuan untuk menganalisis kepuasan pengguna pada layanan e-commerce di berbagai platform yang ada di Indonesia. Hal ini didorong oleh perkembangan dan tren digital marketing melalui layanan e-commerce di Indonesia yang perlu diimbangi dengan peningkatan kualitas layanan melalui kepuasan pengguna. Penelitian ini menggunakan pendekatan Systematic Literature Review. Dokumen Google Scholar di situs web SINTA periode 2019-2024 menjadi acuan basis data. Setelah menyelesaikan tahapan studi literatur sistematis, penelitian ini melakukan observasi mendalam pada 46 artikel yang sesuai dengan kriteria inklusi dan eksklusi. Temuan menunjukkan bahwa paling tidak ada 10 platform e-commerce di Indonesia selama 5 tahun terakhir ini dan Shopee adalah platform yang paling populer digunakan, diikuti oleh Tokopedia. Shopee juga memiliki kepuasan pengguna tertinggi yang unggul dalam 11 faktor kualitas layanan. Penelitian menyimpulkan bahwa 5 tahun terakhir ini kepuasan pengguna pada layanan e-commerce didominasi oleh faktor responsiveness, reliability, price knowledge, dan untuk menjaga kepuasan penggunanya, e-commerce paling banyak fokus untuk strategi positioning. Sedangkan customization dan site aesthetics merupakan faktor yang kurang dipertimbangkan oleh pengguna. Jadi, kepuasan pengguna e-commerce di Indonesia ditentukan oleh kecepatan respon platform, kehandalan platform menjalankan fungsi serta kejelasan platform menyediakan informasi harga dan promo. Oleh karena itu, penyedia jasa e-commerce perlu meningkatkan kapasitas dan kemampuan aplikasi melalui perbaikan menu, tampilan dan fitur; pembaruan dan inovasi harga melalui fasilitas promo; serta penguatan posisi melalui inovasi, diferensiasi, interaksi sosial serta kolaborasi dengan influencer dan UMKM.
Model of Financial Communication to Reinforce Financial Literacy for Indonesian Society Haryani, Endang; Darmastuti, Rini; Edi, Sri Winarso Martyas
ULTIMA Comm Vol 16 No 1 (2024): Regular issue
Publisher : Universitas Multimedia Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31937/ultimacomm.v16i1.3891

Abstract

Cases of financial fraud, investment scam and illegal financial activities in the society have become urgent problems and solutions must be resolved. One of the things that greatly affects the emergence of this problem is that many of our people have no understanding of finance. Financial communication and financial models are urgently needed by the society. The purpose of this paper is to map the concept of financial communication and model of financial communication. This paper is based on the results of research conducted with a constructivist approach to construct the concept of financial communication and model of financial communication. Data were obtained from the results of Focus Group Discussions with several experts in the field of finance and law. The results of this research are first, financial communication is an urgency in the lives of Indonesian people at this time. Second, financial communication is the process of conveying messages from the source of the message to the society as a communicant related to finance and financial literacy. Third, the financial communication model is an interactive and two-way communication with several criteria for several components. The components of this communication model are credible communicators, financial messages that suit the needs of the communicators, communicators who have certain criteria, media that suit the communicators and the last is the impact. The impact of this communication model is financial literacy for the society.
Co-Authors Rini Darmastuti Sinarta, Steve Yanuar Sri Winarso Martyas Edi