PENGARUH KUALITAS SISTEM, KUALITAS INFORMASI, DAN PERSEPSI KEAMANAN TERHADAP KEPUASAN PENGGUNA APLIKASI E-COMMERCE
Abstract
The presence of the COVID-19 pandemic has resulted in changes of people's shopping activities habits. It is reflected in the increment in the number of visits to e-commerce applications. However, the loyalty level of e-commerce users tends to be low. Therefore, user satisfaction is very important to increase their loyalty to the application. This study aims to determine the effect of system quality, information quality, and perceived security on e-commerce application user satisfaction. This research was conducted by collecting 130 respondents' data through Google Form. Data processing and analysis techniques were carried out using hypothesis testing and multiple regression analysis. The results of this study indicate that system quality and perceived security partially affect the satisfaction of e-commerce application users, while the effect of information quality has no statistical effect on e-commerce application user satisfaction. Simultaneously, system quality, information quality, and perceived security affect the satisfaction of e-commerce application users.
References
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Rusdiana, & Irfan, M. (2014). Sistem Informasi Manajemen. In B. A. Saebani (Ed.), Penerbit Pustaka Setia (1st ed.). CV Pustaka Setia.
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Vicramaditya, P. B. (2021). Pengaruh E-Service Quality, Kualitas Informasi dan Perceived Value terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan Grabbike. Journal of Business and Banking, 10(2), 325. https://doi.org/10.14414/jbb.v10i2.2379
Almaidah, D., & Suhardi, Y. (2020). Pengaruh Persepsi Keamanan, Kepuasan dan Kepercayaan Konsumen Terhadap Loyalitas Konsumen Aplikasi Shopee (Studi Kasus pada Pengguna Shopee di Kelurahan Sukamandi Jaya, Kabupaten Subang). Sekolah Tinggi Ilmu Ekonomi Indonesia, 0–15.
Amarin, S., & Wijaksana, T. I. (2021). Pengaruh Kualitas Sistem, Kualitas Informasi, dan Kualitas Layanan Terhadap Kepuasan Konsumen (Studi Pada Pengguna Aplikasi Berrybenka di Kota Bandung). Business Management Analysis Journal (BMAJ), 4(1), 37–52. https://doi.org/10.24176/bmaj.v4i1.6001
Behera, J., & Sahoo, D. (2022). Asymmetric relationships between information and communication technology (ICT), globalization, and human development in India: evidence from non-linear ARDL analysis. Journal of Economic Structures, 11(1). https://doi.org/10.1186/s40008-022-00269-5
Deliyana, R., Permatasari, B., & Sukmasari, D. (2021). Pengaruh Persepsi Kemudahan, Persepsi Keamanan, Dan Persepsi Kepercayaan Terhadap Kepuasan Pelanggan Dalam Menggunakan Mobile Banking BCA. Journal of Economic and Business Research, 2(2), 1–16. http://repository.teknokrat.ac.id/3581/3/b217411267.pdf
Dewi, A. S., Rohman, F., & Hapsari, R. D. V. (2022). The antecedents of repurchase intention in Indonesian e-commerce marketplace customers during the COVID-19 pandemic with age as a moderating variable: A study on e-commerce marketplace customers in Java. International Journal of Research in Business and Social Science (2147- 4478), 11(5), 33–45. https://doi.org/10.20525/ijrbs.v11i5.1880
Ernawatiningsih, N. P. L., & Arizona, I. P. E. (2022). Analisis Determinan Kepuasan Pengguna Sistem Informasi Akuntansi. Jurnal Riset Akuntansi Aksioma, 21(2), 131–140. https://doi.org/10.29303/aksioma.v21i2.181
Guo, H., Liu, Y., Shi, X., & Chen, K. Z. (2020). The role of e-commerce in the urban food system under COVID-19: lessons from China. China Agricultural Economic Review, 13(2), 436–455. https://doi.org/10.1108/CAER-06-2020-0146
Haseeb, A., Xia, E., Saud, S., Ahmad, A., & Khurshid, H. (2019). Does information and communication technologies improve environmental quality in the era of globalization? An empirical analysis. Environmental Science and Pollution Research, 26(9), 8594–8608. https://doi.org/10.1007/s11356-019-04296-x
Herdiana, Y., Suharya, Y., & Putri, N. I. (2021). Pemanfaatan Teknologi Digital di Masa Pandemi COVID-19. Jurnal Teknologi Informasi Komunikasi (e-Journal), 8(2), 160–175.
Herminingrum, S. (2020). The Dichotomy of Proliferating Information Technology in Globalization of Education: A Case Study. Jurnal Humaniora, 32(3), 240. https://doi.org/10.22146/jh.41523
Hernikawati, D. (2021). Analisis Dampak Pandemi COVID-19 terhadap Jumlah Kunjungan pada Situs E-Commerce di Indonesia Menggunakan Uji T Berpasangan. Jurnal Studi Komunikasi Dan Media, 25(2), 191. https://doi.org/10.31445/jskm.2021.4389
Ji, W. (2022). The Impact of COVID-19 on the E-commerce Companies in China. 11(1), 155–166.
Kotler, P., & Armstrong, G. (2016). Principles of Marketing 16th Global Edition (16th ed.). Pearson Education Limited 2016.
Kotler, P., & Keller, K. L. (2016). Marketing management. In Soldering & Surface Mount Technology (15th ed., Vol. 13, Issue 3). Pearson Education Limited 2016. https://doi.org/10.1108/ssmt.2001.21913cab.040
Kumala, R. A. (2014). The Impact of Information Quality and System Quality On User Satisfaction In Web-Based Information System. 2(2), 1–12. http://repository.ub.ac.id/117526/
Laila, N., & Herawati, N. T. (2021). Pengaruh Persepsi Kebermanfaatan, Kemudahan Dan Keamanan Terkait Uang Elektronik Terhadap Kepuasan Penggunaan E-Money (Studi Pada Pengguna Jasa Transportasi Laut
Ketapang-Gilimanuk). Publish, 12(2), 403–412. https://ejournal.undiksha.ac.id/index.php/S1ak/article/view/29207
Meilani, L., Suroso, A. I., & Yuliati, L. N. (2020). Evaluasi Keberhasilan Sistem Informasi Akademik dengan Pendekatan Model DeLone dan McLean. Jurnal Sistem Informasi Bisnis, 10(2), 137–144.
https://doi.org/10.21456/vol10iss2pp137-144
Mileniumiati, N., Nursanta, E., & Masitoh, S. (2022). Pengaruh Persepsi Keamanan, Persepsi Manfaat, Persepsi Risiko Dan Promosi Terhadap Kepuasan Pengguna Dompet Elektronik Ovo. Jurnal Cahaya Mandalika, 3(3), 227–237.
Nurlinda, R. (2018). Model Purchase Intention Sebagai Intervening Variable dari Kepercayaan, Kemudahan, dan Kualitas Informasi terhadap Keputusan Pembelian di Online Shop. Forum Ilmiah, 15, 36–47.
Pawirosumarto, S. (2016). Pengaruh Kualitas Sistem, Kualitas Informasi dan Kualitas Layanan Terhadap Kepuasan Pengguna Sistem E-Learning. Jurnal Ilmiah Manajemen, 6(3), 416–433.
Putri, R. A. (2022). Maturity, Merger & Marketing: Bagaimana E-Commerce Indonesia Berkembang Pasca Pandemi? https://iprice.co.id/insights/id/digital-economy/e-commerce-indonesia-paruh-pertama-2022/
Rafiah, K. K. (2019). Analisis Pengaruh Kepuasan Pelanggan dan Kepercayaan Pelanggan terhadap Loyalitas Pelanggan dalam Berbelanja melalui E-commerce di Indonesia. Al Tijarah, 5(1), 46. https://doi.org/10.21111/tijarah.v5i1.3621
Rahma, N. N. (2022). Tingkat Loyalitas Pengguna E-Commerce Cenderung Rendah, Berikut Laporan dari SurveySensum. https://wartaekonomi.co.id/read393810/tingkat-loyalitas-pengguna-e-commerce-cenderung-rendah-berikut-laporan-dari-surveysensum
Rusdiana, & Irfan, M. (2014). Sistem Informasi Manajemen. In B. A. Saebani (Ed.), Penerbit Pustaka Setia (1st ed.). CV Pustaka Setia.
Setiawan, A., Lusanjaya, G., & Kurnia, T. (2019). Kesadaran Keamanan Privasi dan Masyarakat 5.0. Journal of Accounting and Business Studies, 4(2), 3–14.
Tudor, C. (2022). Integrated Framework to Assess the Extent of the Pandemic Impact on the Size and Structure of the E-Commerce Retail Sales Sector and Forecast Retail Trade E-Commerce. Electronics (Switzerland), 11(19). https://doi.org/10.3390/electronics11193194
Tulodo, B. A. R., & Solichin, A. (2019). Analisis Pengaruh Kualitas Sistem, Kualitas Informasi dan Perceived Usefulness terhadap Kepuasan Pengguna Aplikasi Care dalam Upaya Peningkatan Kinerja Karyawan (Studi Kasus PT. Malacca Trust Wuwungan Insurance, Tbk.). Jurnal Riset Manajemen Sains Indonesia (JRMSI), 10(1), 25–43. https://doi.org/http://doi.org/10.21009/JRMSI
Utomo, G. S., Titisari, K. H., & Wijayanti, A. (2020). Pengaruh Kualitas E-Government Terhadap Kepuasan Pengguna E-Filing: Studi Kasus Wajib Pajak Di Surakarta. JURNAL AKUNTANSI DAN BISNIS : Jurnal Program Studi Akuntansi, 6(1), 13–21. https://doi.org/10.31289/jab.v6i1.2752
Vicramaditya, P. B. (2021). Pengaruh E-Service Quality, Kualitas Informasi dan Perceived Value terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan Grabbike. Journal of Business and Banking, 10(2), 325. https://doi.org/10.14414/jbb.v10i2.2379
Published
2023-11-17
How to Cite
Tanaya, A., Setiawan, A., Wirawan, S., & Djajadikerta, H. (2023). PENGARUH KUALITAS SISTEM, KUALITAS INFORMASI, DAN PERSEPSI KEAMANAN TERHADAP KEPUASAN PENGGUNA APLIKASI E-COMMERCE. Jurnal Riset Akuntansi Aksioma, 22(2), 214-228. https://doi.org/10.29303/aksioma.v22i2.242
Section
Articles
Copyright (c) 2023 Alicia Tanaya, Amelia Setiawan, Samuel Wirawan, Hamfri Djajadikerta
This work is licensed under a Creative Commons Attribution 4.0 International License.
