I Gede Arei, Banyupramesta (2019) Analisa Pengaruh Inertia dan Kepuasan Pelanggan terhadap Keberlangsungan Penggunaan Layanan Berbasis Aplikasi e-Commerce oleh Masyarakat Menggunakan Metode Structural Equation Modelling. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Jumlah e-Commerce yang tinggi menyebabkan adanya persaingan antar developer untuk mempertahankan pengguna yang mereka miliki dengan penentuan strategi yang baik. Tujuannya agar konsumen tetap meneruskan penggunaan dari satu jenis e-Commerce dan tidak berpaling kepada merk e-Commerce yang lain. Untuk mendapatkan strategi yang baik, hal yang harus dilakukan pertama kali adalah menentukan variabel kritis dari kemungkinan variabel yang ada. Salah satu caranya adalah menggunakan metode structural equation modelling dan menggunakan aplikasi smartPLS 3.2. Metode dan aplikasi tersebut bertujuan untuk mendapatkan variabel kritis dari variabel pada model yang telah dibuat dengan cara mengolah 391 data dari jawaban responden yang pernah menggunakan aplikasi Tokopedia, Bukalapak, dan Shopee. Dari pengolahan data, didapatkan bahwa continue intention dari penggunaan e-Commerce dipengaruhi oleh user satisfaction dan inertia pengguna. User satisfaction sendiri terdiri dari 4 variabel yakni sikap, fitur, layanan yang diberikan serta valence. Untuk variabel inertia dibentuk oleh variabel situasi dan user satisfaction. Dari variabel kritis tersebut didapatkan 2 strategi, diantaranya strategi pertama menggunakan metode the flower of service yang menghasilkan strategi untuk menimbulkan rasa aman dan nyaman bagi pengguna. Strategi kedua terkait kerjasama yang dapat dilakukan oleh pihak developer dalampeningkatan dan pemerataan jaringan.
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With the high number of e-Commerce, there is competition between developers to maintain the users they have by determining a good strategy. The goal is that consumers continue to use one type of e-Commerce and not turn to other e-Commerce brands. To get a good strategy, the first thing to do is to determine the critical variable of the possible variables. One way is to use the structural equation modeling method and use the smartPLS 3.2 application. The method and application aims to obtain critical variables from the variables on the model that have been made by processing 391 data from the answers of respondents who have used the Tokopedia, Bukalapak, and Shopee applications. From processing data, it was found that continue intention from e-Commerce usage was influenced by user satisfaction and user inertia. User satisfaction itself consists of 4 variables, namely attitudes, features, services provided and valence. Inertia variables are formed by situation variables and user satisfaction. From these critical variables, there were 2 strategies, including the first strategy using the flower of service method which resulted in a strategy to create a sense of security and comfort for the user. The second strategy is related to cooperation that can be done by the developer in increasing and even distribution of networks.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Continue Intention, Critical Variables, Developer, e-Commerce, Inertia, smartPLS 3.2, The Flower of Service, User Satisfaction. |
| Subjects: | H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics H Social Sciences > HA Statistics > HA31.35 Analysis of variance H Social Sciences > HA Statistics > HA31.3 Regression. Correlation. Logistic regression analysis. H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning. H Social Sciences > HF Commerce > HF5415.1265 Internet marketing. H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | I Gede Arei Banyupramesta |
| Date Deposited: | 22 Jul 2026 04:23 |
| Last Modified: | 22 Jul 2026 04:23 |
| URI: | http://repository.its.ac.id/id/eprint/66723 |
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