Quality Analysis Of Digital Business Services In Improving Customer Satisfaction
Corresponding Author(s) : Diana Putri Lazirkha
Startupreneur Bisnis Digital (SABDA Journal),
Vol. 1 No. 2 (2022): Startupreneur Bisnis Digital (SABDA)
Abstract
Consumption behavior is changing as the times change, particularly in the technology era. The background problem it is difficult to predict which items or services will be in high demand. The background of this research is number of shuttered stores, malls, and supermarkets demonstrates that the internet era creates a place for consumer democracy. Then there is only one way out, and that is marketing reform. E-commerce (online buying and selling) as research objects has emerged in Indonesia, with one example being Shopee, which is focused on mobile applications and websites. It began as a Singaporean e-commerce platform under the Sea Group in 2015 and has since grown to Malaysia, Thailand, Indonesia, Brazil, et cetera. This study was carried out in order to detect and evaluate consumer behavior in the digital era in order to enhance sales. To depict the buying behavior in genuine words, a qualitative technique was adopted as method. By posing a few random questions on online retail purchases to respondents. To see the symptoms, around 113 people were chosen based on specific criteria. The findings indicate that customers in this day and age are ready for an online shopping strategy. There are gaps in almost every indicator except the first statement indicator from the Compensation dimension The primary factor is convenience. The results shows that convenience refers to marketing characteristics such as novelty like being able to do it anywhere, saving time and money, reduced rates, flexible payment options, and friendlier service.
Keywords
Download Citation
Endnote/Zotero/Mendeley (RIS)BibTeX
- S. Jumini, A. Rusilowati, S. Sutikno, E. Cahyono, P. Parmin, and F. Firdaus, “Discrepancy evaluation models in physics project based learning of student entrepreneurship character,” J Phys Conf Ser, vol. 1918, p. 22042, Jun. 2021, doi: 10.1088/1742-6596/1918/2/022042.
- A. Alwiyah, C. Greisy, and A. Afitri, “Implementation Of Information Systems On E-commerce Websites As Media To Deliver Information,” Aptisi Transactions On Technopreneurship (ATT), vol. 1, no. 2, pp. 127–133, Aug. 2019, doi: 10.34306/att.v1i2.63.
- R. Yunita, M. S. Shihab, D. Jonas, H. Haryani, and Y. A. Terah, “Analysis of The Effect of Servicescape and Service Quality on Customer Satisfaction at Post Shop Coffee Tofee in Bogor City,” Aptisi Transactions on Technopreneurship (ATT), vol. 4, no. 1, pp. 66–74, 2022.
- Sudaryono, U. Rahardja, and E. P. Harahap, “Implementation of Information Planning and Strategies Industrial Technology 4.0 to Improve Business Intelligence Performance on Official Site APTISI,” in Journal of Physics: Conference Series, Aug. 2019, vol. 1179, no. 1. doi: 10.1088/1742-6596/1179/1/012111.
- T. Ayuninggati, N. Lutfiani, and S. Millah, “CRM-Based E-Business Design (Customer Relationship Management) Case Study: Shoe Washing Service Company S-Neat-Kers,” International Journal of Cyber and IT Service Management, vol. 1, no. 2, pp. 216–225, 2021.
- A. Alwiyah, S. Sayyida, P. A. Sunarya, and D. Apriliasari, “Inovasi Manajemen Pengajuan Judul Kuliah Kerja Praktek (KKP) berbasis Laravel Framework,” Technomedia Journal, vol. 7, no. 2 Oktober, pp. 33–44, 2022.
- W. Setyowati, R. Widayanti, and D. Supriyanti, “Implementation Of E-Business Information System In Indonesia: Prospects And Challenges,” International Journal of Cyber and IT Service Management, vol. 1, no. 2, pp. 180–188, 2021.
- U. Rahardja, T. Hongsuchon, T. Hariguna, and A. Ruangkanjanases, “Understanding Impact Sustainable Intention of S-Commerce Activities: The Role of Customer Experiences, Perceived Value, and Mediation of Relationship Quality,” Sustainability, vol. 13, no. 20, p. 11492, 2021.
- H. Mohammed and H. al-Masoodi, Employing Golden Triangle strategy (quality, cost, time) to reduce the gap between the product and the customer’s expectations An application study in the State Company of Textile Industry Prepared by. 2020.
- A. Himki, T. Ramadhan, Y. Durachman, and E. S. Pramono, “Digital Business Entrepreneurship Decisions: An E-Business Analysis (A Study Literature Review),” Startupreneur Bisnis Digital, vol. 1, no. 1 April, pp. 107–113, 2022.
- M. R. R. Adam, T. Handra, and M. Annas, “Pengaruh Celebrity Endorser Dan Periklanan Terhadap Brand Image (Peran Digital Marketing),” Technomedia Journal, vol. 7, no. 2 Oktober, pp. 53–65, 2022.
- M. Azmi, M. S. Shihab, D. Rustiana, and D. P. Lazirkha, “The Effect Of Advertising, Sales Promotion, And Brand Image On Repurchasing Intention (Study On Shopee Users),” IAIC Transactions on Sustainable Digital Innovation (ITSDI), vol. 3, no. 2, pp. 76–85, 2022.
- K. Kano, L. K. Choi, and B. subhan Riza, “Implications of Digital Marketing Strategy The Competitive Advantages of Small Businesses in Indonesia,” Startupreneur Bisnis Digital, vol. 1, no. 1 April, pp. 44–62, 2022.
- B. P. K. Bintaro, P. Sokibi, I. Amsyar, and Y. P. A. Sanjaya, “Utilizing Digital Marketing As A Business Strategy: Utilizing Digital Marketing As A Business Strategy,” Startupreneur Bisnis Digital, vol. 1, no. 1 April, pp. 63–71, 2022.
- S. M. T. Pandiangan, I. Resmawa, O. D. P. Simanjuntak, P. N. Sitompul, and R. Jefri, “Effect of E-Satisfaction on Repurchase Intention in Shopee User Students,” Budapest International Research and Critics Institute-Journal (BIRCI-Journal), vol. 4, no. 4, pp. 7785–7791, 2021.
- S. M. DAM and T. C. DAM, “Relationships between service quality, brand image, customer satisfaction, and customer loyalty,” The Journal of Asian Finance, Economics and Business, vol. 8, no. 3, pp. 585–593, 2021.
- W. Ali, Y. Danni, B. Latif, R. Kouser, and S. Baqader, “Corporate social responsibility and customer loyalty in food chains—mediating role of customer satisfaction and corporate reputation,” Sustainability (Switzerland), vol. 13, no. 16, Aug. 2021, doi: 10.3390/su13168681.
- R. U. Khan, Y. Salamzadeh, Q. Iqbal, and S. Yang, “The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction,” Journal of Relationship Marketing, vol. 21, no. 1, pp. 1–26, 2022.
- E. M. Haryono, I. Gunawan, A. N. Hidayanto, and U. Rahardja, “Comparison of the E-LT vs ETL Method in Data Warehouse Implementation: A Qualitative Study,” in 2020 International Conference on Informatics, Multimedia, Cyber and Information System (ICIMCIS), 2020, pp. 115–120.
- D. Sapitri and R. Pancasasti, “Efek Moderasi Budaya Organisasi Untuk Peningkatan Kinerja Karyawan,” Technomedia Journal, vol. 6, no. 2 Februari, pp. 252–262, 2022.
- P. Desai et al., “Longitudinal association of total tau concentrations and physical activity with cognitive decline in a population sample,” JAMA Netw Open, vol. 4, no. 8, pp. e2120398–e2120398, 2021.
- A. KUSUMAWATI, F. AUGUSTINAH, T. ALHABSYI, and S. SUHARYONO, “The e-servqual effect on the stickiness intention of marketplace during COVID-19 pandemic: An empirical study in Indonesia,” The Journal of Asian Finance, Economics and Business, vol. 8, no. 8, pp. 573–581, 2021.
- A. J. Nath et al., “Agroforestry land suitability analysis in the Eastern Indian Himalayan region,” Environmental Challenges, vol. 4, p. 100199, 2021.
- S. M. Salleh, W. N. W. Hanafi, and N. A. N. N. Azman, “IDENTIFYING LECTURERS VIRTUAL LEARNING COMPETENCIES DURING COVID19: IMPORTANCE-PERFORMANCE MATRIX ANALYSIS”.
- N. Septiani, A. S. Bist, C. S. Bangun, and E. Dolan, “Digital Business Student Development for Entrepreneurs with Software,” Startupreneur Bisnis Digital, vol. 1, no. 1 April, 2022.
References
S. Jumini, A. Rusilowati, S. Sutikno, E. Cahyono, P. Parmin, and F. Firdaus, “Discrepancy evaluation models in physics project based learning of student entrepreneurship character,” J Phys Conf Ser, vol. 1918, p. 22042, Jun. 2021, doi: 10.1088/1742-6596/1918/2/022042.
A. Alwiyah, C. Greisy, and A. Afitri, “Implementation Of Information Systems On E-commerce Websites As Media To Deliver Information,” Aptisi Transactions On Technopreneurship (ATT), vol. 1, no. 2, pp. 127–133, Aug. 2019, doi: 10.34306/att.v1i2.63.
R. Yunita, M. S. Shihab, D. Jonas, H. Haryani, and Y. A. Terah, “Analysis of The Effect of Servicescape and Service Quality on Customer Satisfaction at Post Shop Coffee Tofee in Bogor City,” Aptisi Transactions on Technopreneurship (ATT), vol. 4, no. 1, pp. 66–74, 2022.
Sudaryono, U. Rahardja, and E. P. Harahap, “Implementation of Information Planning and Strategies Industrial Technology 4.0 to Improve Business Intelligence Performance on Official Site APTISI,” in Journal of Physics: Conference Series, Aug. 2019, vol. 1179, no. 1. doi: 10.1088/1742-6596/1179/1/012111.
T. Ayuninggati, N. Lutfiani, and S. Millah, “CRM-Based E-Business Design (Customer Relationship Management) Case Study: Shoe Washing Service Company S-Neat-Kers,” International Journal of Cyber and IT Service Management, vol. 1, no. 2, pp. 216–225, 2021.
A. Alwiyah, S. Sayyida, P. A. Sunarya, and D. Apriliasari, “Inovasi Manajemen Pengajuan Judul Kuliah Kerja Praktek (KKP) berbasis Laravel Framework,” Technomedia Journal, vol. 7, no. 2 Oktober, pp. 33–44, 2022.
W. Setyowati, R. Widayanti, and D. Supriyanti, “Implementation Of E-Business Information System In Indonesia: Prospects And Challenges,” International Journal of Cyber and IT Service Management, vol. 1, no. 2, pp. 180–188, 2021.
U. Rahardja, T. Hongsuchon, T. Hariguna, and A. Ruangkanjanases, “Understanding Impact Sustainable Intention of S-Commerce Activities: The Role of Customer Experiences, Perceived Value, and Mediation of Relationship Quality,” Sustainability, vol. 13, no. 20, p. 11492, 2021.
H. Mohammed and H. al-Masoodi, Employing Golden Triangle strategy (quality, cost, time) to reduce the gap between the product and the customer’s expectations An application study in the State Company of Textile Industry Prepared by. 2020.
A. Himki, T. Ramadhan, Y. Durachman, and E. S. Pramono, “Digital Business Entrepreneurship Decisions: An E-Business Analysis (A Study Literature Review),” Startupreneur Bisnis Digital, vol. 1, no. 1 April, pp. 107–113, 2022.
M. R. R. Adam, T. Handra, and M. Annas, “Pengaruh Celebrity Endorser Dan Periklanan Terhadap Brand Image (Peran Digital Marketing),” Technomedia Journal, vol. 7, no. 2 Oktober, pp. 53–65, 2022.
M. Azmi, M. S. Shihab, D. Rustiana, and D. P. Lazirkha, “The Effect Of Advertising, Sales Promotion, And Brand Image On Repurchasing Intention (Study On Shopee Users),” IAIC Transactions on Sustainable Digital Innovation (ITSDI), vol. 3, no. 2, pp. 76–85, 2022.
K. Kano, L. K. Choi, and B. subhan Riza, “Implications of Digital Marketing Strategy The Competitive Advantages of Small Businesses in Indonesia,” Startupreneur Bisnis Digital, vol. 1, no. 1 April, pp. 44–62, 2022.
B. P. K. Bintaro, P. Sokibi, I. Amsyar, and Y. P. A. Sanjaya, “Utilizing Digital Marketing As A Business Strategy: Utilizing Digital Marketing As A Business Strategy,” Startupreneur Bisnis Digital, vol. 1, no. 1 April, pp. 63–71, 2022.
S. M. T. Pandiangan, I. Resmawa, O. D. P. Simanjuntak, P. N. Sitompul, and R. Jefri, “Effect of E-Satisfaction on Repurchase Intention in Shopee User Students,” Budapest International Research and Critics Institute-Journal (BIRCI-Journal), vol. 4, no. 4, pp. 7785–7791, 2021.
S. M. DAM and T. C. DAM, “Relationships between service quality, brand image, customer satisfaction, and customer loyalty,” The Journal of Asian Finance, Economics and Business, vol. 8, no. 3, pp. 585–593, 2021.
W. Ali, Y. Danni, B. Latif, R. Kouser, and S. Baqader, “Corporate social responsibility and customer loyalty in food chains—mediating role of customer satisfaction and corporate reputation,” Sustainability (Switzerland), vol. 13, no. 16, Aug. 2021, doi: 10.3390/su13168681.
R. U. Khan, Y. Salamzadeh, Q. Iqbal, and S. Yang, “The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction,” Journal of Relationship Marketing, vol. 21, no. 1, pp. 1–26, 2022.
E. M. Haryono, I. Gunawan, A. N. Hidayanto, and U. Rahardja, “Comparison of the E-LT vs ETL Method in Data Warehouse Implementation: A Qualitative Study,” in 2020 International Conference on Informatics, Multimedia, Cyber and Information System (ICIMCIS), 2020, pp. 115–120.
D. Sapitri and R. Pancasasti, “Efek Moderasi Budaya Organisasi Untuk Peningkatan Kinerja Karyawan,” Technomedia Journal, vol. 6, no. 2 Februari, pp. 252–262, 2022.
P. Desai et al., “Longitudinal association of total tau concentrations and physical activity with cognitive decline in a population sample,” JAMA Netw Open, vol. 4, no. 8, pp. e2120398–e2120398, 2021.
A. KUSUMAWATI, F. AUGUSTINAH, T. ALHABSYI, and S. SUHARYONO, “The e-servqual effect on the stickiness intention of marketplace during COVID-19 pandemic: An empirical study in Indonesia,” The Journal of Asian Finance, Economics and Business, vol. 8, no. 8, pp. 573–581, 2021.
A. J. Nath et al., “Agroforestry land suitability analysis in the Eastern Indian Himalayan region,” Environmental Challenges, vol. 4, p. 100199, 2021.
S. M. Salleh, W. N. W. Hanafi, and N. A. N. N. Azman, “IDENTIFYING LECTURERS VIRTUAL LEARNING COMPETENCIES DURING COVID19: IMPORTANCE-PERFORMANCE MATRIX ANALYSIS”.
N. Septiani, A. S. Bist, C. S. Bangun, and E. Dolan, “Digital Business Student Development for Entrepreneurs with Software,” Startupreneur Bisnis Digital, vol. 1, no. 1 April, 2022.