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All Journal Jurnal Sains dan Teknologi Jurnal Ilmiah Teknik Elektro Komputer dan Informatika (JITEKI)
Kadarrisman, Vincensius Gunawan Slamet
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Computer Science & IT Education Electrical & Electronics Engineering

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Implementasi Metode SEMPLS, CSI, dan CLI untuk Pengukuran Loyalitas Pelanggan Shopee Menggunakan R Shiny Oktavia, Cintika; Warsito, Budi; Kadarrisman, Vincensius Gunawan Slamet
JST (Jurnal Sains dan Teknologi) Vol. 12 No. 3 (2023): Oktober
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jstundiksha.v12i3.68362

Abstract

Teknologi informasi digunakan di industri perdagangan online, Indonesia memiliki shopee sebagai industri perdagangan online. Shopee marketplace terbesar dan paling populer di Indonesia, menjadi pilihan utama bagi banyak konsumen, dan mendapatkan tingkat kepuasan pelanggan yang tinggi. Tingkat kepuasan yang tinggi belum menjamin Shopee memiliki loyalitas pelanggan hal ini dilihat dari banyaknya ulasan pelanggan yang masih membandingkan Shopee dengan marketplace lain. Pengujian yang dilakukan untuk membuktikan apakah tingkat kepuasan yang tinggi dapat membentuk loyalitas pelanggan pada shopee, dengan analisis yang melibatkan pengaruh kualitas layanan elektronik dan segel keamanan elektronik. Aplikasi dibagun menggunakan pakcet R shiny dari R Studio dengan metode structural equation model partial least square, customer satisfaction index dan customer loyalty index. Penelitian menggunakan pendekatan kuantitatif yaitu data yang digunakan berupa data primer yang diperoleh langsung dari kuesioner. Data penelitian diperoleh melalui penyebaran kuesioner yang diberikan kepada 200 orang pelanggan yang sudah pernah melakukan pembelian di Shopee yang disebarkan melalui Telegram. Hasil penelitian menunjukkan kualitas layanan elektronik dan segel keamanan elektronik berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Hasil pengukuran tingkat kepuasan pelanggan menunjukkan tingkat pada kategori “Sangat Puas” dan  hasil pengukuran tingkat loyalitas pelanggan yang menunjukkan tingkat pada kategori “Sangat Loyal”. Hasil evaluasi yang telah dilakukan mengindikasikan bahwa Shopee telah berhasil memenuhi dengan baik kebutuhan pelanggan, yang dicerminkan hasil pengukuran tingkat loyalitas yang tinggi di antara pelanggan dengan Shopee.
Development of Customer Loyalty Measurement Application Using R Shiny with Structural Equation Model Partial Least Square Method, Customer Satisfaction Index, and Customer Loyalty Index Oktavia, Cintika; Warsito, Budi; Kadarrisman, Vincensius Gunawan Slamet
Jurnal Ilmiah Teknik Elektro Komputer dan Informatika Vol. 9 No. 4 (2023): December
Publisher : Universitas Ahmad Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26555/jiteki.v9i4.26649

Abstract

One of Indonesia's well-known e-commerce platforms, Shopee, relies on information technology to run its business. The information technology used by Shopee is considered unable to meet customer satisfaction. Customer reviews are dissatisfied with the facilities provided by Shopee, and some customers compare Shopee with other e-commerce sites. The research contribution is the understanding that the proper use of information technology can positively impact customer experience, improve operational efficiency, and support business growth in the e-commerce industry. Research with a quantitative approach will build a website-based application as a statistical tool for data processing using R shiny so that the application results have high interactivity, dynamic visualization, and better explanation. The research will collect 100 data provided to customers who have transacted at Shopee and distributed through the telegram application, which is distributed to particular groups and channels for Shopee users. Data processing for this study will use the  Structural Equation Model Partial Least Square, Customer Satisfaction Index, Net Promoter Score, and Customer Loyalty Index. The study results show that electronic service quality and security seals positively and significantly affect customer satisfaction. Electronic service quality has a moderate effect on customer satisfaction, while electronic security seals have a slightly lower effect on customer satisfaction (t=5.584, p<0.001). Additionally, a significant correlation between customer loyalty and satisfaction was discovered (t=14.764, p=0.001). Research proves the need to improve service quality and security aspects to increase customer satisfaction on e-commerce platforms and the importance of maintaining customer satisfaction as a strategy to increase customer loyalty.
Co-Authors Budi Warsito Oktavia, Cintika