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All Journal Sinkron : Jurnal dan Penelitian Teknik Informatika Innovative: Journal Of Social Science Research
Pramesti, Indra Eka Bintang
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Humanities Computer Science & IT Law, Crime, Criminology & Criminal Justice Public Health Other

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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.
Pengukuran Tingkat Kepuasan Pengguna E-Commerce: Tokopedia Menggunakan Metode End User Computing Satisfaction (Studi Kasus: Mahasiswa ITB STIKOM Bali Jimbaran) Andrika, Wayan Andrika Putera; Ramayasa, I Putu; Pramesti, Indra Eka Bintang
Innovative: Journal Of Social Science Research Vol. 4 No. 2 (2024): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/innovative.v4i2.9956

Abstract

Tujuan dari penelitian ini adalah untuk mengukur tingkat kepuasan Mahasiswa sebagai pengguna Tokopedia menggunakan metode End User Computing Satisfaction (EUCS) pada variabel content (isi), accuracy (keakuratan), format (bentuk), ease of use (kemudahan), timeliness (ketepatan waktu). Jumlah sampel yang ditarik dalam penelitian ini berjumlah 100 orang yang didapat dari mahasiswa yang pernah menggunakan aplikasi Tokopedia. Berdasarkan hasil perhitungan jumlah rata-rata tingkat kepuasan diperoleh nilai 4.48 pada variabel content, tingkat kepuasan diperoleh nilai 4.47 pada variabel accuracy, tingkat kepuasan diperoleh nilai 4.48 pada variabel format, tingkat kepuasan diperoleh nilai 4.49 pada variabel timeliness, tingkat kepuasan diperoleh nilai 4.57 pada variabel ease of use, dan bila dipadukan dengan tingkat kepuasan menurut Kaplan dan Norton, maka dapat disimpulkan bahwa tingkat kepuasan pengguna terhadap aplikasi tokopedia termasuk dalam kategori puas
Co-Authors Andrika, Wayan Andrika Putera Cipta, I Putu Agus Eka Yatna I Putu Ramayasa, I Putu Puspita, Ni Wayan Diah Putera, Wayan Andrika Yudistira, I Gede Angga