EVALUASI TINGKAT KEPUASAN PENGGUNA MOBILE APPLICATION E-COMMERCE SHOPEE MENGGUNAKAN METODE EUCS (END USER COMPUTING SATISFACTION)

Abstract

User satisfaction is still a top priority in the field of e-commerce and is a very important factor in the success of e-commerce. Shopee is an e-commerce platform that activates the mobile marketplace segment through mobile apps to facilitate buying and selling transactions via mobile devices. However, shopee has a big challenge to compete with previous e-commerce. So shopee must be able to provide satisfaction to its users in order to win the competition. Therefore, this study was done to determine how much satisfaction the shopee mobile application users were using the End-User Computing Satisfaction method which consisted of five variables, namely: content, accuracy, format, user convenience, and timeliness. This study used the Importance Performance Analysis approach and the User Satisfaction Index in analyzing the data. The sample of this study was the shopee mobile application users who obtained as many as 400 respondents. The results of the study showed that 82.07% of respondents were very satisfied with the shopee mobile application.