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All Journal Sinkron : Jurnal dan Penelitian Teknik Informatika Journal of Computer Networks, Architecture and High Performance Computing
Cipta, I Putu Agus Eka Yatna
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Computer Science & IT Education

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Analysis of User Satisfaction with E-Learning Services During the Covid-19 Pandemic Using the PIECES Framework Cipta, I Putu Agus Eka Yatna; Kesiman, Made Windu Antara; Gunadi, I Gede Aris
Journal of Computer Networks, Architecture and High Performance Computing Vol. 5 No. 2 (2023): Article Research Volume 5 Issue 2, July 2023
Publisher : Information Technology and Science (ITScience)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47709/cnahpc.v5i2.2557

Abstract

During the Covid-19 pandemic, the education sector has been able to provide assistance for the continuation of the learning process through e-Learning services. E-Learning is an online-based learning and teaching process that utilizes information technology services. E-Learning is specially designed by the institution and integrated with academic progress data to offer the best support to students who have become increasingly familiar with information technology during the pandemic, addressing its limitations. The objective of this research is to measure user satisfaction with the e-Learning service using the PIECES framework. The PIECES framework consists of Performance, Information/data, Control/security, Efficiency, and Service categories. The PIECES framework is employed for analyzing the information system and consists of six variables: performance, information, economic, control, efficiency, and services. Data was collected through questionnaires distributed to 368 students from different graduation years, spanning from 2018 to 2021, who are users of the e-Learning service. Based on the gathered data analysis, the average satisfaction levels for each variable are as follows: performance scored 3.75, information scored 3.82, economic scored 3.84, control scored 3.74, efficiency scored 3.7, and services scored 3.84. Combining these values and referencing Kaplan and Norton, it can be concluded that the overall user satisfaction level with e-Learning falls into the satisfied category
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.
Co-Authors I Gede Aris Gunadi Made Windu Antara Kesiman Pramesti, Indra Eka Bintang Puspita, Ni Wayan Diah Putera, Wayan Andrika Yudistira, I Gede Angga