Optimasi Pengalaman Pengguna Pendekatan Ilmiah Mengukur Kualitas Aplikasi Shopee dengan Metode Webqual 4.0

Yemima Monica Geasela; Andy Wijaya; Silvia  Apriyanti; Vincent Richard  Tanuhariono; Johanes Fernandes Andry

doi:10.37859/jf.v13i3.5828

Yemima Monica Geasela Universitas Bunda Mulia
Andy Wijaya Universitas Bunda Mulia
Silvia Apriyanti Universitas Bunda Mulia
Vincent Richard Tanuhariono Universitas Bunda Mulia
Johanes Fernandes Andry Universitas Bunda Mulia

https://doi.org/10.37859/jf.v13i3.5828

Keywords: shopee, Webqual 4.0, validity, reliability, T and F test

Abstract

The rapid development of social media applications and features in e-commerce involves user input on social media to facilitate online buying and selling, one of which is Shopee. Shopee is one of the e-commerce platforms that engages in customer-to-customer (C2C) transactions. However, there are still several issues on the Shopee website, including not all payment options being available, delayed chat responses from sellers, and very slow order status updates. Therefore, researchers analyze the website to help Shopee assess the website's quality by analyzing user satisfaction using the Webqual 4.0 method. Using the Webqual 4.0 method, researchers will create a questionnaire consisting of usability, information quality, and service interaction. After obtaining questionnaire results from respondents, testing will be conducted on three independent variables (X) tested against one dependent variable (Y) to determine if there is an influence between variables X and Y. All tests passed and obtained valid and reliable values. The T-test conducted yielded results for H1, which is 6.574 > 2.030, meaning that H1 is accepted, indicating an influence between H1 and Y. H2, which is 6.236 > 2.030, means that H2 is accepted, indicating an effect between H2 and Y. H3, which is 6.842 > 2.030, means that H3 is accepted, indicating an influence between H3 and Y. The F-test also resulted in H0 being accepted, meaning there is an influence between X1, X2, and X3 on Y, with the results being H1, H2, and H3 on Y being 0.000 < 0.05 and F count 22.632 > F table 3.25. Based on these results, it can be concluded that Shopee website users are satisfied with the quality of the website provided by Shopee.

Downloads

Download data is not yet available.

References

M. F. Widiyantoro, T. Ridwan, N. Heryana, A. Voutama, and Siska, “Perancangan UI / UX Pada Aplikasi V&F Menggunakan Metode Design Thinking,” MDP Student Conf. 2022, vol. 1, no. 1, pp. 361–368, 2022.

N. Zuraya, “APJII: Pengguna Internet di Indonesia Naik dari 175 Juta Menjadi 220 Juta,” Republika, 2022. https://tekno.republika.co.id/ (accessed Sep. 05, 2023).

I. Riswara, Y. Rahardja, and H. P. Chernovita, “Perencanaan Strategis Sistem Informasi Dan Teknologi Informasi Pada Perusahaan PT. Gahamedia Informasi,” J. Inf. Syst. Informatics, vol. 3, no. 1, pp. 363–275, 2021, doi: 10.51519/journalisi.v3i3.157.

A. R. Abdu’a and S. Wasiyanti, “Pengukuran Kualitas E-Commerce Shopee Terhadap Kepuasan Pengguna Menggunakan Metode Webqual 4.0,” Paradig. - J. Komput. dan Inform., vol. 21, no. 2, pp. 143–148, 2019, doi: 10.31294/p.v21i2.6357.

D. Nur Fauziah, D. Ayu Nur Wulandari, S. Informasi, K. Akuntansi, S. Nusa Mandiri Jakarta, and A. BSI Karawang, “Pengukuran Kualitas Layanan Bukalapak.Com Terhadap Kepuasan Konsumen Dengan Metode Webqual 4.0,” J. Ilmu Pengetah. Dan Teknol. Komput. , vol. 3, no. 2, pp. 173–180, 2018.

A. Sudradjat, S. Selviana, and W. Widiati, “Metode Webqual 4.0 Untuk Mengukur Kualitas Website Quick Online Booking PT. Pos Indonesia,” Inf. Syst. Educ. Prof. J. Inf. Syst., vol. 5, no. 1, p. 21, 2020, doi: 10.51211/isbi.v5i1.1391.

H. Tannady, I. Suryantara, A. Wijaya, and K. Andrian, “Measurement of The Maturity Level of The Presence Application Using The COBIT 4.1 Approach Case Study: PT Focus Distribution Nusantara,” J. Bus. Audit Inf. Syst., vol. 5, no. 1, pp. 1–9, 2022.

S. Priyo and S. D. Sri, “Strategi Komunikasi Pemasaran Shopee Dalam Membangun Positioning Di Tengah Pandemi Covid-19 Di Indonesia,” J. Ilmu Komun., vol. 3, no. 2, pp. 16–29, 2020, [Online]. Available: http://52.221.78.156/index.php/linimasa/article/view/2754

S. G. Tulanggow, T. M. Tumbel, and O. Walangitan, “Pengaruh Promosi Dan Harga Terhadap Keputusan Pada Pembelian Pt. Shopee International Indonesia Di Kota Sukabumi,” Transekonomika Akuntansi, Bisnis dan Keuang., vol. 2, no. 5, pp. 383–392, 2022, doi: 10.55047/transekonomika.v2i5.231.

M. Rosmaya, G. . Nursanto, and D.D Bevani, “Analysis of Class I Non TPI Bekasi Immigration Office Website Using Webqual 4.0 And Ipa (Importance Performance Analysis) Methods,” Temat. | Technol. Manag. Informatics Res. Journals, vol. 6, no. 2, pp. 45–59, 2022, doi: 10.52617/tematics.v4i2.385.

A. D. Muchtar and A. Suryani, “Upaya Menangani Permasalahan dalam Perkembangan Remaja (Tinjauan aspek keberagamaan),” Edumaspul J. Pendidik., vol. 4, no. 2, pp. 408–416, 2020, doi: 10.33487/edumaspul.v4i2.591.

D. K. Gultom, M. Arif, and Muhammad Fahmi, “Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan Dedek,” MANEGGGIO J. Ilm. Magister Manaj., vol. 3, no. 2, pp. 273–282, 2020, [Online]. Available: http://jurnal.umsu.ac.id/index.php/MANEGGIO

Rosita, P. S., Eva, R., and A. B. M. Wijaya, “Benchmarking Website E-commerce Menggunakan Pengukuran WebQual,” vol. 2014, no. Sentika, 2014.

E. Japarianto and S. Adelia, “Pengaruh Tampilan Web Dan Harga Terhadap Minat Beli Dengan Kepercayaan Sebagai Intervening Variable Pada E-Commerce Shopee,” J. Manaj. Pemasar., vol. 14, no. 1, pp. 35–43, 2020, doi: 10.9744/pemasaran.14.1.35-43.

E. Wahyudi, A. P. Sari, F. P. Aditiawan, and A. M. Rizki, “Analisis Kualitas Website Prima Semesta Alam terhadap Kepuasan Pengguna,” INTEGER J. Inf. Technol., vol. 8, no. 2, pp. 151–159, 2023, doi: https://doi.org/10.31284/j.integer.2023.v8i2.4935.

J. Saputra, Satrianansyah, H. O. L. Wijaya, and T. Rahman, “Analisis Kualitas Website Institut XYZ Menggunakan Metode Webqual dan IPA,” J. Sains Komput. Inform. (J-SAKTI, vol. 5, no. 1, pp. 318–327, 2021.

D. Riyani, I. Larashati, and D. Juhana, “Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan,” Maj. Bisnis IPTEK, vol. 14, no. 2, p. Maj. Bisnis IPTEK, 2021, doi: https://doi.org/10.55208/bistek.v14i2.233.

D. A. Liani, M. Fikry, and M. J. Hutajulu, “Analisa Metode Webqual 4.0 dan Importance-Performance Analysis (IPA) Pada Kualitas Situs Detik.com,” J. Ilm. Merpati (Menara Penelit. Akad. Teknol. Informasi), vol. 8, no. 1, p. 34, 2020, doi: 10.24843/jim.2020.v08.i01.p04.

C. Mashuri et al., “Evaluasi Learning Management System (LMS) Dengan Usability Testing Dan WebQual 4.0,” Perkumpulan Rumah Cemerlang Indones., 2022.

D. Diana and N. D. M. Veronika, “Analisis Kualitas Website Provinsi Bengkulu Menggunakan Metode Webqual 4.0,” Pseudocode, vol. 5, no. 1, pp. 10–17, 2018, doi: 10.33369/pseudocode.5.1.10-17.

I. Isnawati, N. Jalinus, and R. Risfendra, “Analisis Kemampuan Pedagogi Guru SMK yang sedang Mengambil Pendidikan Profesi Guru dengan Metode Deskriptif Kuantitatif dan Metode Kualitatif,” INVOTEK: Jurnal Inovasi Vokasional dan Teknologi, vol. 20, no. 1. pp. 37–44, 2020. doi: 10.24036/invotek.v20i1.652.

A. N. Yuhana and F. A. Aminy, “Optimalisasi Peran Guru Pendidikan Agama Islam Sebagai Konselor dalam Mengatasi Masalah Belajar Siswa,” J. Penelit. Pendidik. Islam, vol. 7, no. 1, p. 79, 2019, doi: 10.36667/jppi.v7i1.357.

A. A. A. E. Yanti, N. K. Muliati, and N. P. Y. Yuliantari, “Pengaruh Tekanan Finansial, Budaya Organisasi, Dan Pengendalian Internal Terhadap Kecenderungan Kecurangan Anak,” Hita Akunt. dan Keuang., vol. 4, no. 2, pp. 248–260, 2023, doi: https://doi.org/10.32795/hak.v4i2.3524.

I. Rahmawati and R. Illiyin, “Pengaruh Motivasi, Persepsi dan Sikap Konsumen terhadap Keputusan Pembelian HP Oppo,” J. Ilm. Hosp. , vol. 10, no. 1, pp. 103–112, 2021, [Online]. Available: http://stp-mataram.e-journal.id/JIH

J. S. Lestari, U. Farida, and S. Chamidah, “Pengaruh Kepemimpinan, Kedisiplinan, Dan Lingkungan Kerjaterhadap Prestasi Kerja Guru,” ASSET J. Manaj. dan Bisnis, vol. 2, no. 2, pp. 38–55, 2020, doi: 10.24269/asset.v2i2.2388.