Analisis Perbandingan Website E-Commerce Menggunakan Metode Webqual 4.0
DOI:
https://doi.org/10.30865/resolusi.v4i1.1247Keywords:
Comparison Of E-Commerce; Webqual 4.0; Smart PLS; Service QualityAbstract
Service quality is one of the top priorities for e-commerce providers to enhance public trust, especially in attracting customers to use e-commerce services more extensively. The current conditions, where efficiency and ease are demanded in all aspects, have made e-commerce transactions the preferred choice. With the increasing use of the internet in Indonesia, e-commerce service providers are competing to improve the quality of their services to provide user satisfaction, with the hope of increasing the number of transactions carried out by users. The abundance of e-commerce options has made it challenging for the public to differentiate which e-commerce services offer more comfort and security in transactions. To address this issue, researchers will present a comparison of the available e-commerce service quality. In evaluating e-commerce service quality based on end-users' perceptions, particularly the three largest e-commerce providers in Indonesia, namely Shopee, Lazada, and Tokopedia, researchers will collect data through questionnaires using the Webqual 4.0 method and the Smart PLS application for data analysis and predicting the relationships between variables in the questionnaire used. The aim of this study is to evaluate the service quality of these three e-commerce providers, Shopee, Lazada, and Tokopedia, and then map the evaluation results and provide information to the public about the trends in online transactions that occur in society.Based on the overall research using the Webqual 4.0 variables, the influence of the variables studied on user satisfaction is as follows: Shopee at 62.1 percent, Lazada at 70.7 percent, and Tokopedia at 63.5 percent.
Downloads
References
S. Handayani, “Perancangan Sistem Informasi Penjualan Berbasis E-Commerce Studi KaHandayani, S. (2018). Perancangan Sistem Informasi Penjualan Berbasis E-Commerce Studi Kasus Toko Kun Jakarta. ILKOM Jurnal Ilmiah, 10(2), 182–189. https://doi.org/10.33096/ilkom.v10i2.310,” Ilk. J. Ilm., vol. 10, no. 2, pp. 182–189, 2018.
H. A. Vidyastuti, “Analisis Perbandingan mengenai e-Commerce berdasarkan persepsi Online User dan Online Shopper (Survey pada pelanggan e-Commerce di Jawa Barat),” Soc. Sci. Bus. Res. Netw., pp. 1–14, 2018, [Online]. Available: http://repository.ekuitas.ac.id/handle/123456789/401
N. L. D. Yolandari and N. M. W. Kusumadewi, “PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG SECARA ONLINE MELALUI KEPUASAN PELANGGAN (Studi Pada Situs Online Berrybenka.com),” E-Jurnal Manaj. Univ. Udayana, vol. 7, no. 10, p. 5343, 2018, doi: 10.24843/ejmunud.2018.v07.i10.p06.
G. C. Sutanto and T. A. Indarwati, “Hubungan antara Experiential Marketing, Layanan Restoran Prasmanan, Customer Satisfaction, dan Customer Loyalty,” J. Ilmu Manaj., vol. 8, no. 3, p. 954, 2020, doi: 10.26740/jim.v8n3.p954-967.
W. S. Fatmala, Suprapto, and A. Rachmadi, “Analisis kualitas layanan website e-commerce berrybenka terhadap kepuasan pengunjung menggunakan metode webqual 4.0 dan importance performance analysis (ipa),” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 2, no. 1, pp. 175–183, 2018.
R. Hermiati, Asnawati, and I. Kanedi, “Pembuatan E-Commerce Pada Raja Komputer Menggunakan Bahasa,” J. Media Infotama, vol. 17, no. 1, pp. 54–66, 2021, [Online]. Available: https://jurnal.unived.ac.id/index.php/jmi/article/view/1317
J. Akuntansi, R. Marbun, N. Rahayu, U. Indonesia, and C. Author, “Tinjauan Pemungutan Pajak Pertambahan Nilai Atas Perdagangan Melalui Sistem Elektronik Domestik dan Asing,” vol. 7, no. April, pp. 932–944, 2023.
I. Purwandani and N. O. Syamsiah, “Analisis Kualitas Website Menggunakan Metode Webqual 4.0 Studi Kasus: MyBest E-learning System UBSI,” J. Sist. dan Teknol. Inf., vol. 9, no. 3, p. 300, 2021, doi: 10.26418/justin.v9i3.47129.
F. Lailia, D. Irfan, and P. Jaya, “Analisis Kepuasan Pengguna Terhadap Kualitas Website Smk Smti Padang Berdasarkan Metode Webqual 4.0,” Voteteknika (Vocational Tek. Elektron. dan Inform., vol. 6, no. 1, 2018, doi: 10.24036/voteteknika.v6i1.10416.
R. Rahmawati and S. Anwar, “Analisis Pengukuran Kualitas Layanan Website LP2M UIN Raden Fatah Palembang Menggunakan Metode Webqual 4.0,” J. Intelekt. Keislaman, Sos. dan Sains, vol. 7, no. 1, pp. 1–10, 2018, doi: 10.19109/intelektualita.v7i1.2335.
V. Hernando, D. Priharsari, and S. H. Wijoyo, “Perbandingan Kualitas Website Shopee dan Tokopedia menggunakan Metode Webqual 4 . 0 ( Studi pada Mahasiswa Aktif Universitas Brawijaya ),” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 6, no. 2, pp. 690–699, 2022, [Online]. Available: https://j-ptiik.ub.ac.id/index.php/j-ptiik/article/view/10582%0Ahttp://j-ptiik.ub.ac.id/index.php/j-ptiik/article/download/10582/4692
K. N. Cahyo, Martini, and E. Riana, “Perancangan Sistem Informasi Pengelolaan Kuesioner Pelatihan pada PT Brainmatics Cipta Informatika,” J. Inf. Syst. Res., vol. 1, no. 1, pp. 45–53, 2019, [Online]. Available: http://ejurnal.seminar-id.com/index.php/josh/article/view/44
J. R. Assa, L. Kalangi, and W. Pontoh, “Pengaruh Pemeriksaan Pajak Dan Sanksi Perpajakan Terhadap Kepatuhan Wajib Pajak Pada Kantor Pelayanan Pajak Pratama Manado,” Going Concern J. Ris. Akunt., vol. 14, no. 1, pp. 516–522, 2018, doi: 10.32400/gc.13.04.21412.2018.
S. S. Wachyuni, K. Wiweka, and M. Liman, “Pengaruh Online Distribution Channels (Ods) Terhadap Hotel Revenue,” J. Tour. Econ., vol. 1, no. 2, pp. 64–72, 2018, doi: 10.36594/jtec.v1i2.29.
S. Meidisari and Sugiyono, “Pengaruh ldr dan nim melalui npl terhadap profitabilitas bank umum,” J. Ilmu dan Ris. Manaj., vol. 7, no. 1, pp. 1–17, 2018, [Online]. Available: http://jurnalmahasiswa.stiesia.ac.id/index.php/jirm/article/view/15
R. A. Setyawan and W. F. Atapukan, “Pengukuran Usability Website E-Commerce Sambal Nyoss Menggunakan Metode Skala Likert,” Compiler, vol. 7, no. 1, pp. 54–61, 2018, doi: 10.28989/compiler.v7i1.254.
N. P. Astuti and R. Bakri, “Pelatihan Pengolahan Data Menggunakan Aplikasi Smart-PLS 3 Secara Online di Masa Pandemik Covid 19,” CARADDE J. Pengabdi. Kpd. Masy., vol. 4, no. 1, p. 614, 2021.
M. G. Lumba, “Peran Brand Love Terhadap Brand Loyalty Dan Willingness To Pay Premium Price Pada Pembeli Iphone Di Surabaya,” Agora, vol. 7, no. 1, p. 287271, 2019.
P. F. Darmawan, I. made A. Pradnyana, and G. H. Divayana, “Analisis Penerimaan Pengguna Aplikasi Cerdas Layanan Perizinan Terpadu Untuk Publik (Sicantik) Pada Dinas Penanaman Modal Dan Pelayanan Perizinan Terpadu Satu Pintu (Dpmpptsp) Menggunakan Pendekatan Utaut,” Kumpul. Artik. Mhs. Pendidik. Tek. Inform., vol. 8, no. 2, p. 379, 2019, doi: 10.23887/karmapati.v8i2.18372.
A. Hartanto and F. Andreani, “Di De Mandailing Cafe Surabaya,” Agora, vol. 7, no. 1, 2019.
M. Ernawati, E. H. Hermaliani, and D. N. Sulistyowati, “Penerapan DeLone and McLean Model untuk Mengukur Kesuksesan Aplikasi Akademik Mahasiswa Berbasis Mobile,” J. IKRA-ITH Inform., vol. 5, no. 18, pp. 58–67, 2020.
Bila bermanfaat silahkan share artikel ini
Berikan Komentar Anda terhadap artikel Analisis Perbandingan Website E-Commerce Menggunakan Metode Webqual 4.0
ARTICLE HISTORY
Issue
Section
Copyright (c) 2023 Agit Rian Rohmadan, Eko Setia Budi

This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (Refer to The Effect of Open Access).