Detail Cantuman

Perkembangan e-commerce berbasis mobile di Indonesia menghadirkan peluang sekaligus tantangan dalam mempertahankan kepuasan pengguna di tengah persaingan yang ketat. Aplikasi KlikIndomaret sebagai salah satu platform belanja daring menghadapi sejumlah ulasan negatif terkait kualitas sistem, informasi, dan layanan, sehingga diperlukan evaluasi kesuksesan sistem informasi dari perspektif pengguna. Penelitian ini bertujuan untuk menganalisis kesuksesan aplikasi KlikIndomaret menggunakan model DeLone dan McLean dengan menambahkan variabel eksternal privacy dan trust sebagai faktor penting dalam membangun kepuasan pengguna. Analisis dilakukan dengan metode Partial Least Square-Structural Equation Modeling (PLS-SEM) terhadap 100 responden pengguna aplikasi di DKI Jakarta. Hasil penelitian menunjukkan bahwa hipotesis information quality dan service quality terhadap user satisfaction ditolak, sedangkan system quality terbukti berpengaruh positif signifikan terhadap user satisfaction. Selanjutnya, privacy berpengaruh signifikan terhadap trust, dan trust juga berpengaruh positif terhadap user satisfaction. Pada akhirnya, user satisfaction memiliki pengaruh signifikan terhadap net benefit. Dengan demikian, penelitian ini menyimpulkan bahwa aplikasi KlikIndomaret dapat dikategorikan sukses menurut model DeLone dan McLean yang dimodifikasi.

The rapid growth of mobile-based e-commerce in Indonesia presents both opportunities and challenges in maintaining user satisfaction amid intense competition. KlikIndomaret, as one of the online shopping platforms, has received several negative reviews concerning system, information, and service quality, thus requiring an evaluation of its information system success from the users’ perspective. This study aims to analyze the success of the KlikIndomaret application using the DeLone and McLean model with the addition of external variables, namely privacy and trust, as key factors in building user satisfaction. The analysis was conducted using Partial Least Square-Structural Equation Modeling (PLS-SEM) with 100 respondents who are KlikIndomaret users in Jakarta. The findings reveal that the hypotheses regarding the effects of information quality and service quality on user satisfaction were rejected, whereas system quality was found to have a significant positive influence on user satisfaction. Furthermore, privacy was found to significantly affect trust, which in turn positively influenced user satisfaction. Finally, user satisfaction had a significant impact on net benefit. Therefore, this study concludes that the KlikIndomaret application can be categorized as successful according to the modified DeLone and McLean model.