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All Journal International Journal of Accounting, Management, Economics and Social Sciences (IJAMESC) Kesatria : Jurnal Penerapan Sistem Informasi (Komputer dan Manajemen)
Fara Mutia
Universitas Bina Sarana Informatika, Indonesia
Humanities Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences

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HOW PLATFORM FEATURES DRIVE CONSUMER BEHAVIOR ON OMNICHANNEL IN INDONESIA Sinta Rukiastiandari; Dede Suleman; Lilik Yuliawati; Fara Mutia; Luthfia Rohimah; Aprillia
International Journal of Accounting, Management, Economics and Social Sciences (IJAMESC) Vol. 1 No. 5 (2023): October
Publisher : PT. ZILLZELL MEDIA PRIMA

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Abstract

This study investigates the relationship between platform features, customer engagement, satisfaction, purchase and repurchase intentions, and customer types in omnichannel retail. A survey of 250 participants utilized an online questionnaire, analyzed with statistical methods. Results show that platform convenience and advanced features drive satisfaction, purchase, and repurchase intentions. Impact on customer engagement varies by customer type. Ease of use indirectly affects satisfaction, purchase, and repurchase via engagement and customer type. The research underscores considering customer type when assessing ease of use and design impact on outcomes. It reveals intricate relationships, surpassing prior research by illustrating how platform features affect diverse customer engagement. Ease of use indirectly influences loyalty via engagement and customer type. This underscores a multifaceted loyalty formation. Businesses must factor engagement and customer type in platform refinement for target audience needs. Study underscores understanding platform features, engagement, and loyalty interplay for enhanced customer experiences and business success. It establishes a foundation for future research and practical omnichannel retail improvements.
Evaluasi Aplikasi Inarisk Menggunakan Indeks Kepuasan Pengguna Berdasarkan Peraturan Menteri Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi Nomor 14 Tahun 2017 Findi Ayu Sariasih; Edhi Prayitno; Chaerul Bahri; Dhefine Armelsa; Fara Mutia
Kesatria : Jurnal Penerapan Sistem Informasi (Komputer dan Manajemen) Vol 4, No 3 (2023): Edisi Juli
Publisher : LPPM STIKOM Tunas Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30645/kesatria.v4i3.221

Abstract

This study examines the satisfaction of the public towards the inaRISK application, based on the calculation of the Public Satisfaction Index using the guidelines outlined in the Minister of Administrative and Bureaucratic Reform Regulation No. 14 of 2017 regarding the public satisfaction survey on public service delivery. The findings reveal that the calculated index score is 83.46, falling within the range of 76.61 - 88.30, indicating a "B" level of service quality, categorized as Good. This suggests that overall, the inaRISK application is considered to be of good quality and is well-received by the public. The study further examines nine service indicators, finding that the highest satisfaction score is attributed to the Facilities and Infrastructure indicator, with an index score of 3.665 and a conversion score of 91.62. This indicates that users are satisfied with the consultation and complaint handling services provided by the inaRISK application (such as ease of filing complaints and follow-up actions). On the other hand, the lowest satisfaction score is observed in the Speed of Response indicator, with an index score of 3.170 and a conversion score of 79.26. In conclusion, this research shows that the inaRISK application receives positive feedback from the public, indicating good quality in public service delivery. However, there is room for improvement, particularly in terms of response speed, to enhance user satisfaction and overall performance of the application.
Co-Authors Aprillia Chaerul Bahri Dede Suleman Dhefine Armelsa Edhi Prayitno Findi Ayu Sariasih Lilik Yuliawati Luthfia Rohimah Sinta Rukiastiandari