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All Journal Journal of Indonesian Economy and Business Jurnal Manajemen Teori dan Terapan
Diki Putra Setianto
Faculty of Economics and Business, Universitas Gadjah Mada
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education

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Pengaruh Task Technology Fit, System Quality dan Information Quality terhadap User Performance: Perceived Usefulness dan Perceived Ease Of Use Sebagai Pemediasi Ida Bagus Gede Adi Permana; Diki Putra Setianto
Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management Vol. 10 No. 3 (2017)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (168.899 KB) | DOI: 10.20473/jmtt.v10i3.7058

Abstract

Tujuan dilakukannya penelitian ini adalah untuk mengetahui pengaruh langsung atau tidak langsung system quality terhadap user performance karyawan FEB Universitas Airlangga sebagai pengguna sistem informasi cybercampus melalui kegunaan (perceived ease of use dan perceived usefulness). Penelitian ini menggunakan sampel yang berasal dari karyawan Fakultas Ekonomi Universitas Airlangga Surabaya. Pengambilan sampel untuk penelitian ini menggunakan purposive sampling yaitu teknik pengambilan sampel berdasarkan kriteria tertentu. berjumlah 58 responden. Hasil pengujian membuktikan bahwa system quality mempunyai pengaruh signifikan terhadap user performance karyawan FEB Universitas Airlangga. Perceived usefulness dan perceived ease of use belum mampu memediasi hubungan antara system quality terhadap user performance karyawan FEB Universitas Airlangga. Information quality mempunyai pengaruh signifikan terhadap user performance karyawan FEB Universitas Airlangga. Perceived usefulness dan perceived ease of use belum mampu memediasi hubungan antara information quality terhadap user performance karyawan FEB Universitas Airlangga. Task technology fit mempunyai pengaruh signifikan terhadap user performance karyawan FEB Universitas Airlangga. Perceived usefulness dan perceived ease of use belum mampu memediasi hubungan antara task technology fit terhadap user performance karyawan FEB Universitas Airlangga.           
The Kano Model: How the Pandemic Influences Customer Satisfaction with Digital Wallet Services in Indonesia Vanesa Hana Budiarani; Rahmat Maulidan; Diki Putra Setianto; Ipuk Widayanti
Journal of Indonesian Economy and Business (JIEB) Vol 36, No 1 (2021): January
Publisher : Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jieb.59879

Abstract

Introduction/Main Objectives: This study aims to evaluate the effectiveness of digital wallets service qualities using Kano Model. Understanding customer needs and satisfaction is crucial in developing products. Background Problems: In the “new normal” era, payment method is predicted to shift to digital wallets. For quality improvement, digital wallet companies should understand customer needs and satisfaction. This study used the Kano model to analyze customer needs and satisfaction in OVO and ShopeePay, two digital wallets widely used for online shopping transactions during COVID19. Novelty: Although studies into the Kano model implementation towards e-commerce exist, there are no specific studies on the model implementation concerning digital wallet payments amid COVID-19. The Kano model is significant in understanding which software products generate high customer satisfaction, which will give a greater influence, as well as necessary attributes for the customers. Research Methods: This study employed the Kano model as one of the most relevant method to measure customer satisfaction by measured of each attribute’s quality. Finding/Results: Most features of OVO and ShopeePay are categorized into the “must be” and “one dimensional” category. The satisfaction map results indicate that most items placed in the “indifferent” quadrant denote the unfulfilled customer expectations. Conclusion: OVO and ShopeePay should improve the items placed in the “indifferent” quadrant first. This study contributes empirically and theoretically by emphasizing the Kano model’s utility for digital wallet services and providing new insights for digital wallet companies and the government on Indonesians’ usage of digital wallets in the “new normal”. 
Co-Authors Adi Permana, Ida Bagus Gede Maulidan, Rahmat Vanesa Hana Budiarani Widayanti, Ipuk