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All Journal Sinkron : Jurnal dan Penelitian Teknik Informatika Journal of Computer Networks, Architecture and High Performance Computing Journal of Artificial Intelligence and Digital Business
Putera, Wayan Andrika
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Computer Science & IT Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering

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The Influence of Service Quality Dimensions and E-Commerce Image on User Satisfaction Levels Putera, Wayan Andrika; Cipta, I Putu Agus Eka Yatna; Yudistira, I Gede Angga; Puspita, Ni Wayan Diah; Pramesti, Indra Eka Bintang
Sinkron : jurnal dan penelitian teknik informatika Vol. 9 No. 2 (2025): Research Articles April 2025
Publisher : Politeknik Ganesha Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33395/sinkron.v9i2.14685

Abstract

This study investigates how service quality and brand image influence user satisfaction on Shopee, Indonesia’s leading e-commerce platform, amid persistent operational challenges like delivery delays and inefficient return processes. Using a quantitative approach, data was collected via validated questionnaires and analysed through multiple regression, with diagnostic tests ensuring model reliability. Results show both service quality and brand image significantly boost satisfaction, with brand image having nearly twice the impact. The model’s high explanatory power, with adjusted R² is 0.943, confirms their dominant role in shaping user experiences. These findings align with prior retail and hospitality studies but challenge traditional service-dominant logic by highlighting brand perception as the stronger driver in digital commerce. For practitioners, this underscores the need to prioritize brand-building strategies, such as trust signals and influencer partnerships, while maintaining service standards. However, the study’s exclusive focus on Shopee limits generalizability, calling for future cross-platform comparisons. Additional research should employ longitudinal designs, examine cultural moderators, and apply advanced analytics to uncover deeper satisfaction dynamics. By validating the interplay of service quality and brand equity in e-commerce, this study advances theoretical discourse while offering actionable insights for platforms seeking to enhance customer satisfaction in competitive digital marketplaces.
Utilization of the Kutuh Village Tourism Website in Optimizing E-Tourism Based Tourism Village Promotion Putera, Wayan Andrika; Rahardian, Rifky Lana; Pradipta, I Made; Sukawidana, I Wayan
Journal of Computer Networks, Architecture and High Performance Computing Vol. 7 No. 1 (2025): Article Research January 2025
Publisher : Information Technology and Science (ITScience)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47709/cnahpc.v7i1.5099

Abstract

Kutuh Village is one of the villages in the south of Bali Island. Kutuh Village has tourism potential for international and domestic visitors. To increase the number of visitors to Kutuh Village, more support is needed to promote tourism in Kutuh Village. One thing that can be developed is E-Tourism. This service can be provided via a website, easily accessed anywhere and anytime using digital tools. Therefore, it is necessary to design an e-tourism application as a web-based tourism promotion in the Kutuh Tourism Village. So that it can attract more visitors in line with the objectives of this research. This web-based application has 2 users, namely visitors and admin. Visitors can view information about tourist attractions and events on this application in Indonesian and English. Apart from that, visitors can provide rates and comments in the application. This application system uses PHP as a programming language. Using waterfall as a system development method, in collecting data using observation methods, literature studies and similar literature. The system design uses DFD (Data Flow Diagram), ERD (Entity Relationship Diagram), conceptual database, table structure and then implemented. The positive feedback from the 11 respondents from Kutuh Village, who rated the application with an average score of 90.59%, suggests a high level of acceptance and satisfaction among local users. With the existence of e-tourism, the Kutuh Tourism Village is expected to increase tourist visits
Analisis Sentimen Aplikasi M-Pajak Menggunakan Machine Learning Berbasis Algoritma Xgboost Sudiatmika, I Putu Gede Abdi; Nusantari, Dewa Ayu Mas Putriari; Putera, Wayan Andrika
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 1 (2026): Februari - April
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i1.6425

Abstract

Analisis sentimen terhadap ulasan pengguna aplikasi merupakan pendekatan penting untuk memahami persepsi dan tingkat kepuasan pengguna terhadap layanan digital. Penelitian ini bertujuan untuk menganalisis sentimen pengguna aplikasi M-Pajak pada platform Google Play Store dengan menggunakan algoritma machine learning XGBoost. Data yang digunakan dalam penelitian ini berupa 5.825 ulasan pengguna yang diperoleh melalui proses web scraping. Tahapan penelitian meliputi preprocessing data teks yang terdiri dari cleaning, case folding, normalisasi kata, tokenizing, stopword removal, dan stemming untuk menghasilkan data yang terstruktur. Pelabelan sentimen dilakukan menggunakan pendekatan lexicon-based dengan InSet Lexicon sehingga data diklasifikasikan ke dalam tiga kategori sentimen, yaitu positif, netral, dan negatif. Dataset kemudian dibagi menjadi data pelatihan dan data pengujian dengan rasio 80% dan 20% menggunakan teknik stratified sampling. Model XGBoost dilatih menggunakan representasi fitur TF-IDF dan dievaluasi menggunakan confusion matrix, accuracy, serta classification report. Hasil penelitian menunjukkan bahwa sentimen negatif mendominasi dengan persentase 59,15%, diikuti oleh sentimen positif sebesar 24,80% dan sentimen netral sebesar 16,05%. Model yang dibangun menghasilkan nilai akurasi sebesar 81,21%, dengan performa terbaik pada kelas sentimen negatif yang memperoleh nilai F1-score sebesar 0,89. Temuan ini menunjukkan bahwa aplikasi M-Pajak masih menghadapi berbagai kendala teknis yang memengaruhi pengalaman pengguna, sehingga hasil penelitian ini dapat dijadikan sebagai bahan evaluasi untuk meningkatkan kualitas dan kinerja layanan aplikasi..
Co-Authors ABDI SUDIATMIKA, I PUTU GEDE Cipta, I Putu Agus Eka Yatna Nusantari, Dewa Ayu Mas Putriari Pradipta, I Made Pramesti, Indra Eka Bintang Puspita, Ni Wayan Diah Rifky Lana Rahardian Sukawidana, I Wayan Yudistira, I Gede Angga