Rifki Fitri Arif Marchianto, Gunardi Endro


As e-commerce has been considered a part of lifestyle, this reserach aims to prove whether the use of information technology influences or enriches the foundation of business. The research used a simple linear regression statistical method with a sample taken from Lazada Indonesia's online business consumers. If it were proven, the variables that represent the quality of the use of information technology would affect the variable of e-customer satisfaction. The result was in fact not proven. The variable of e-customer satisfaction was statistically affected by variables that represent the foundation of business only, namely security and fairness in transactions. Thus the use of information technology in e-commerce does not affect the foundation of business. The result suggests that the right online business strategy is a strategy that focuses on increasing the perceived  security and fairness in transactions through the development of features in the use of online technology.


Information technology, E-Commerce, Online Business, Foundation of Business, Business Strategy.


Ahmadi, Candra dan Dadang Hermawan. 2013. E-Business & E-Commerce. Yogyakarta: Andi.

Collomb, Jerome. 2018. Understanding Customer Satisfaction. MyFeelBack. https://www.myfeelback.com/. Diakses pada 31 Maret 2018.

Das, Kaushik et. al. 2016. Unlocking Indonesia’s Digital Opportunity. McKinsey & Company Indonesia Office.

Dinata, Edo Satria dan Achmad Fauzi. 2014. Pengaruh E-Service Quality Ritel Online di Indonesia Terhadap E-Satisfaction Melalui Experiential Value Sebagai Variabel Antara (Studi Pada Zalora Indonesia). Tugas Akhir. Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia: Depok.

Guterman, Yana. 2015. Customer Satisfaction Evaluation and Recommendations for a Marketing Communication. Business Management University of Applied Sciences.

Haksever, Cengiz dan Barry Render. 2013. Service Management, an Integrated Approach to Supply Chain Management and Operations. New Jersey: Pearson Education.

Hardhan, Widya. 2012. Membangun E-Commerce di Justine Outlet Lembang. Tugas Akhir. Fakultas Teknik dan Ilmu Komputer Universitas Komputer Indonesia: Bandung.

Hasanov, Jasur dan Haliyana Khalid. 2015. “The Impact of Website Quality on Online Purchase Intention of Organic Food in Malaysia: a WebQual Model Approach” dalam Procedia Computer Science 72 (382-398). Elsevier.

Hidayat, Taufik. 2008. Panduan Membuat Toko Online dengan OS Commerce. Jakarta: Media Kita.

Hung S. Y., Chen C. C. dan Huang N. H. 2014. “An Integrative Approach to Understanding Customer Satisfaction with E-Service of Online Stores” dalam Journal of Electronic Commerce Research 15 (40-57).

Irmawati, Dewi. 2011. “Pemanfaatan E-Commerce dalam Dunia Bisnis” dalam Orasi Bisnis Edisi VI (95-112).

Kalia, Prateek. 2013. “E-SERVQUAL and Electronic Retailing” dalam Proceedings of the 3rd National Conference on Trends and Issues in Product and Brand Management (84-87).

Kotler, Philip. 2009. Marketing Management. New Jersey: Pearson Prentice Hall.

Kotler, Philip dan Gary Armstrong. 2012. Prinsip-Prinsip Pemasaran. Jakarta: Erlangga.

Kotler, Philip dan Kevin Lane Keller. 2009. Manajemen Pemasaran Edisi 13. Jakarta: Erlangga.

__________. 2012. Manajemen Pemasaran Edisi 14. Jakarta: Erlangga.

Kusaeri dan Suprananto. 2012. Pengukuran dan Penilaian Pendidikan. Yogyakarta: Graha Ilmu.

Li, Hongxiu dan Reima Suomi. 2009. “A Proposed Scale for Measuring E-Service Quality” dalam International Journal of u- and e-Service, Science and Technology, Vol. 2, No. 1.

Lin, Grace T. L. dan Chia-Chi Sun. 2009. “Factors Influencing Satisfaction and Loyalty in Online Shopping: an Integrated Model” dalam Online Information Review, Vol. 33 Issue 3 (458-475). Emerald Group Publishing Limited. https://doi.org/10.1108/14684520910969907. Diakses tanggal 15 Januari 2018.

Lovelock, Christopher dan Jochen Wirtz. 2011. Service Marketing: People, Technology, Strategy, 7th Edition. New Jersey: Pearson Prentice Hall.

Mendenhall, William dan Terry T Sincich. 2012. A Second Course in Statistics: Regression Analysis, 7th Edition. New Jersey: Pearson Prentice Hall.

Parasuraman, A., Valerie A. Zeithaml, dan Arvind Malhotra. 2005. “E-S-QUAL: A Multiple Item Scale for Assessing Electronic Service Quality” dalam Journal of Service Research, Vol. 7, Issue 3 (213-233).

Park H. S. dan Baek Y. K. 2007. “Design of Learning Contents Focus on Game to Support the Mobile Learning” dalam Journal of the Korea Association of Information Education, 11 (167-176).

Politis, John. 2009. “Relationship of Mainstream Leadership Styles to Entrepreneurial Orientation” dalam The Proceedings of the 5th European Conference on Management, Leadership and Governance: Hellenic American University and Atexcelixi Conference Centre. Athens.

Rahmati. 2009. Pemanfaatan E-commerce Dalam Bisnis Di Indonesia. http://citozcome.blogspot.co.id/2009/05/pemanfaatan-e-commerce-dalam-bisnis-di.html. Diakses tanggal 06 Maret 2018.

Santouridis, Illias, Panagiotis Trivellas, dan Georgios Tsimonis. 2012. “Using E-S-QUAL to Measure Internet Service Quality of E-Commerce Websites in Greece” dalam International Journal of Quality and Service Sciences, Volume 4, Issue 1 (86-98). Emerald Group Publishing Limited https://doi.org/10.1108/17566691211219751 Diakses tanggal 15 Januari 2018.

Sekaran, Uma dan Roger Bougie. 2010. Research Method for Business: A Skill Building Approach. UK: John Wiley & Sons Ltd.

Solomon, Michael R. 2009. Marketing: Real People, Real Decisions. New Jersey: Pearson Hall Financial Times.

Supriyantini, Imam Suyadi dan Riyadi. 2014. “Pengaruh Efficiency, Fulfillment, System Availability, dan Privacy terhadap eSatisfaction” dalam Jurnal Administrasi Bisnis Vol. 5 No. 2

Tjiptono, Fandy. 2010. Service Management: Mewujudkan Layanan Prima. Yogyakarta: Andi.

__________. 2014. Pemasaran Jasa: Prinsip, Penerapan, dan Penelitian. Yogyakarta: Andi.

Vermaat, Shelly Cashman. 2007. Discovering Computers: Menjelajah Dunia Komputer Fundamental. Jakarta: Salemba Infotek.

Wong, Jony. 2010. Internet Marketing for Beginners. Jakarta: Elex Media Komputindo.

Yarimoglu, Emel Kursunluoglu. 2014. “A Review of Service and E-Service Quality Measurments: Previous Literature and Extension” dalam Journal of Economic and Social Studies.

Zavareh, Farnaz Beheshti et al. 2012. “E-Service Quality Dimensions and Their Effects on E-Customer Satisfaction in Internet Banking Services” dalam Procedia Social and Behavioral Sciences 40 (441-445). Elsevier.

http://www.topbrand-award.com/top-brand-survey/survey-result/top_brand_index_2017_fase_2. Diakses pada 17 Januari 2018.

https://www.alexa.com/siteinfo/lazada.co.id. Diakses pada 20 Februari 2018.

https://www.facebook.com/LazadaIndonesia/. Diakses pada 18 Maret 2018.

Full Text: PDF


  • There are currently no refbacks.

Indexed by :

http://journal.bakrie.ac.id/public/site/images/admin/neliti-blue_02_120 http://journal.bakrie.ac.id/public/site/images/admin/googlescholar_logo_120 http://journal.bakrie.ac.id/public/site/images/admin/garuda1_120_01 http://journal.bakrie.ac.id/public/site/images/admin/ios_perpus02_146 http://journal.bakrie.ac.id/public/site/images/admin/crossref-logo21_158


Editorial Office :

Journal of Entrepreneurship, Management and Industry (JEMI)


Jl. HR Rasuna Said Kav. C-22, Rasuna Epicentrum, Kuningan. Jakarta Selatan 12920. email : [email protected]


This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.