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All Journal Jurnal Sistem dan Manajemen Industri Indonesian Journal of Computing, Engineering, and Design
Prasetyo, Yogi Tri
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Arts Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Engineering Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mechanical Engineering Transportation

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Measuring E-Commerce Customer Satisfaction and Loyalty in Jakarta Using E-SERVQUAL and IPA Case Study JD.ID Islam, Sri Susilawati; Redi, Anak Agung Ngurah Perwira; Lestari, Tika Endah; Prasetyo, Yogi Tri; Effendi, Nabila Salsabillah; Young, Michael Nayat
Indonesian Journal of Computing, Engineering, and Design (IJoCED) Vol. 7 No. 1 (2025): IJoCED
Publisher : Faculty of Engineering and Technology, Sampoerna University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35806/ijoced.v7i1.506

Abstract

In order to improve customer satisfaction and loyalty to e-commerce, certain aspects of e-service quality need to be emphasized. To evaluate the collected data, the study employs SEM-PLS, and Importance Performance Map Analysis (IPA). The findings show that variables such as website reliability, security, compensation, responsiveness, personalization, and assurance significantly affect consumer satisfaction, which in turn has a positive influence on customer loyalty. According to the results of the IPA research, e-commerce must concentrate on security factors which have 0.086 importance to strengthen its security controls and increase customer loyalty and trust. Hence, to maintain high-priority variables, e-commerce should also maintain website design variables and customer satisfaction.
Mix method analysis for analyzing user behavior on logistic company mobile pocket software Persada, Satria Fadil; Afandi, Farid; Redi, Anak Agung Ngurah Perwira; Nadlifatin, Reny; Prasetyo, Yogi Tri; Kurniawan, Adji Candra
Jurnal Sistem dan Manajemen Industri Vol. 7 No. 1 (2023): June
Publisher : Universitas Serang Raya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30656/jsmi.v7i1.5937

Abstract

The present study emphasizes mixed-method analysis, integrating the partial least square structural equation model (PLS-SEM) and customer journey for mobile pocket office improvement in logistic XYZ company. The extension of the unified theory of acceptance and use of technology (UTAUT 2) model by incorporating perceived risk (PR), personal innovativeness (PI), and trust (TR) variables are used. The sample for this study consisted of 243 res­pondents. Based on the results of the PLS-SEM analysis, two of the eleven tested hypotheses were determined to be rejected. In application usage, the proposed model effectively explained 85.7 per cent of the influence on beha­vioral intention (BI) and 72.1 per cent on use behavior (UB). The customer journey mapping (CJM) investigation's findings show that fluctuations in the use of mobile pocket office technology in the field are generally brought on by a lot of data entry, sluggish internet connections, and overworked field operations. The XYZ company may acquire sugges­tions and knowledge for developing further applications due to this inquiry.
Co-Authors Afandi, Farid Anak Agung Ngurah Perwira Redi Effendi, Nabila Salsabillah islam, sri susilawati Kurniawan, Adji Candra Lestari, Tika Endah Reny Nadlifatin Satria Fadil Persada Young, Michael Nayat