Jurnal Teknologi Informasi

OPTIMISASI PENGIRIMAN OPTIMASI PENGIRIMAN PRODUK KALIGRAFI NIRWANA ARTWORK MENGGUNAKAN METODE TRANSPORTASI

2025-08-12T02:37:36+00:00

Nirwana Artwork merupakan usaha yang bergerak dalam produksi dan penjualan kaligrafi custom secara daring melalui berbagai platform e-commerce. Seiring meningkatnya permintaan dari berbagai daerah di Indonesia, biaya pengiriman menjadi salah satu komponen penting dalam operasional bisnis. Penelitian ini bertujuan untuk mengoptimalkan pengiriman produk ke beberapa kota tujuan dengan menggunakan metode transportasi agar diperoleh total biaya pengiriman minimum. Data yang digunakan meliputi ongkos kirim dari tiga ekspedisi (J&T, JNE, dan SiCepat) ke kota-kota tujuan (Semarang, Surabaya, Yogyakarta, dan Bandung), serta jumlah permintaan dan kapasitas masing-masing ekspedisi. Penyelesaian dilakukan dengan menggunakan metode Northwest Corner untuk solusi awal dan Stepping Stone untuk perbaikan solusi. Hasil perhitungan menunjukkan bahwa metode transportasi mampu menurunkan biaya pengiriman secara signifikan. Optimasi ini diharapkan dapat membantu pelaku UMKM dalam pengambilan keputusan logistik yang lebih efisien dan ekonomis.

The Role of Electronic Service Quality in Establishing Customer Satisfaction and Trust in E-Commerce Platforms

2025-09-06T02:22:53+00:00

The rapid evolution of e-commerce platforms has elevated the significance of electronic service quality (e-service quality) in shaping customer satisfaction and trust. This study aims to examine how e-service quality dimensions—such as reliability, responsiveness, assurance, and website usability—affect customer satisfaction and trust across different cultural backgrounds. A cross-cultural quantitative research design was employed to gather insights from 100 respondents representing diverse nationalities who actively engage in online shopping. Data were collected through structured questionnaires and analyzed using SPSS software to determine the relationships among variables. The findings reveal that e-service quality has a significant and positive impact on both customer satisfaction and trust. Among the service dimensions, website usability and responsiveness emerged as the most influential factors across cultures. Furthermore, the results highlight variations in customer perceptions based on cultural context, suggesting that e-commerce platforms must tailor their service strategies to accommodate cultural preferences. From a practical standpoint, these insights provide actionable implications for e-commerce businesses seeking to enhance their competitive edge in a global market. By understanding the cultural nuances that shape customer expectations, online platforms can develop more personalized and effective service strategies to boost customer loyalty. The uniqueness of this study lies in its cross-cultural approach, combining service quality analysis with cultural sensitivity to deliver more inclusive e-commerce insights. This perspective addresses a critical gap in prior research, which often overlooks cultural influences in service quality assessment.

The Role of Customer Service in Establishing Trust in Fintech through ShopeePay on the Shopee Platform

2025-10-27T06:51:26+00:00

This study aims to explore the role of customer service in building user trust in fintech services, specifically ShopeePay on the Shopee platform. With the rapid rise of digital payment systems, trust has become a critical factor influencing user adoption and continued usage. Using a qualitative research method, in-depth interviews were conducted with 50 ShopeePay users to gather insights into their experiences with customer service and its impact on their trust in the platform. The results indicate that responsive, empathetic, and solution-oriented customer service significantly contributes to fostering trust in ShopeePay. Users emphasized the importance of clear communication, timely problem resolution, and a sense of security when interacting with customer service representatives. Practical implications suggest that improving service quality and user experience through customer service strategies can enhance customer loyalty and strengthen brand credibility in the fintech ecosystem. The findings underscore the strategic role of customer service as not only a support function but also a trust-building mechanism in digital financial services.

THE LEVEL OF CUSTOMER CONVENIENCE IN ACCESSING SERVICE FEATURES ON THE GOJEK APPLICATION

2025-10-27T06:53:55+00:00

This study aims to determine the level of customer comfort in accessing service features on the Gojek application. As a widely used digital platform in Indonesia, Gojek offers a variety of services that demand an easy-to-use interface and smooth accessibility. This research uses a qualitative method involving 20 resource person who are active Gojek users. Data was collected through open-ended interviews to explore users' experiences, challenges, and satisfaction in accessing service features such as transportation, food delivery, payment systems, and customer support. The results show that most users find the Gojek application generally convenient and intuitive, especially in terms of navigation and feature integration. However, a minority of users expressed difficulties in accessing certain functions, especially during system updates or when using older phone models. Practical implications suggest that while Gojek's interface design is largely effective, there is still room for improvement in optimizing the user experience for a wider demographic, especially those less familiar with digital technology. Improving system responsiveness and providing clearer guidance within the application can increase customer satisfaction and loyalty. This study contributes to the ongoing importance of user-centered design in mobile applications.