CUSTOMER SATISFACTION LEVEL ANALYSIS OF E-COMMERCE SHOPEE USING DELON AND MCLEAN METHODS

Abstract

Shopee is an E-commerce that provides various media for selling products to meet people's needs such as fashion, household appliances, and others. The intense competition with the emergence of several other E-commerce sites such as Tokopedia, Lazada, Buka Lapak, Elevenia, Matahari Mall, Blibli and others, which offer similar quality and more attractive promos can change the attention of customers. Therefore, customers are increasingly confused about which E-commerce is better in terms of the quality offered by E-commerce. The purpose of this study is to see the level of customer satisfaction with E-commerce shopee in Pekanbaru and see customer satisfaction in each variable in the Delon and Mclean Method. The results of this study indicate that 79 shopee E-commerce customers in Pekanbaru City stated that they were very satisfied with the application. Of the 9 hypotheses proposed in this study, all of them are correlated. And the results of the reliability test there are also 1 variable that has perfect reliability, namely customer satisfaction, meaning that customer satisfaction has better quality than other variables.

References
Ayudhitama, AP, & Pujianto, U. (2019). Analysis of Quality and Usability Based on Perception on the Shopee Website. JIP (Polinema Informatics Journal), 2614-6371.
Andira, FD, Komariah, K., & Norisanti, N. (2020). Analysis of Web Service Quality and Consumer Trust in Consumer Satisfaction with Shopee Users (Survey of KawaiDollSshop Online Shop Users in Sukabumi). 216-224.
Augusto, YF, Rachmadi, A., & Herlambang, AD (2019). Analysis of the success of the M-Tix Cinema 21 Cinema Ticket Booking Mobile Application Based on the Perspective of Users in Malang City Using the Delone and McLean Success Model Approach. Journal of Information Technology Development and Computer Science, 07-12.
Bahrun, S., Alifah, S., & Mulyono, S. (2017). Design and Build a Web-Based Marketing and Sales Survey Information System. Journal of Transistor Electro and Informatics (Transistor El), 81 - 88.
Megawati, & Maftukhah, N. (2017). Analysis of the Success of the Application of Population Administration Information System Using the Delone And Mclean Model (Case Study: Pekanbaru City Population and Civil Registration Office). Scientific Journal of Information Systems Engineering and Management, 84 - 86.
Meidita, Y., Suprapto, & Rokhmawati, RI (2018). The Effect of Service Quality on Customer Satisfaction, Trust and Loyalty in E-Commerce (Case Study: Shopee). Journal of Information Technology Development and Computer Science, 5682-5690.
Nasution, SKM, P. (2003). Sampling Technique. North Sumatra: Digitized by USU digital library.
Rahayu, FS, Apriliyanto, R., & Putro, YP (2018). Analysis of the Success of Student Information Systems (SIKMA) with the DeLone and McLean Model Approach. Indonesian Journal of Information Systems (IJIS), 34-46.
Rismayadi, AA, Dewi, DK, & Anshori, LF (2020). ShopeePayLater User Satisfaction Analysis Using the Delone & Mclean Model. Responsive Journal, 191-197.
Saidani, B., Lusiana, LM, & Aditya, S. (2019). Analysis of the Effect of Website Quality and Trust on Customer Satisfaction in Forming Repurchase Interest in Shopee Customers. Indonesian Science Management Research Journal, 425 - 444.
Sastika, W. (2018). Service Quality Analysis Using E-Service Quality To Determine Shopee Online Shopping Customer Satisfaction (Case Study: Shopee Customers In Bandung City 2017). Ikraith-Humanities, 69 - 74.
Trihandayani, LH, Aknuranda, I., & Mursityo, YT (2018). Application of the Delone and Mclean Success Model on the Website of the Faculty of Computer Science (FILKOM) Universitas Brawijaya. Journal of Information Technology Development and Computer Science, 7074-7082.
Yuningsih, Y. (2019). The Delone and Mclean Methods in Consumer Satisfaction with the Shopee Application. Bina Insani ICT Journal, 55 - 64.