Comparison of User Experience between Goal-directed and Experiential Users on Customer Satisfaction in Tourism Marketplace
Keywords:
user experience, customer satisfaction, goal-directed, experiential, marketplace
Abstract
This research aimed to examine the effect of user experience on Pigijo’s website www.pigijo.com on Pigijo customer satisfaction by using an experimental study and comparing between two different groups of user behavior, namely goal-directed and experiential. The experiment was conducted using an accidental purposive sampling technique on 60 respondents divided into two groups based on user behavior. The data collection of this experiment used a questionnaire that had been tested for validity and reliability, then carried out various tests and analyses such as descriptive analysis, t-test, and regression tests. As a result of the research. It was found that the user experience on the www.pigijo.com website has a positive relationship and influence on Pigijo customer satisfaction, where the goal-directed group has a higher average rating (69.40%) and affects customer satisfaction more positively compared to the experiential group (65.50%).
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Alwi, I. 2015. "Kriteria empirik dalam menentukan ukuran sampel pada pengujian hipotesis statistika dan analisis butir". Formatif: Jurnal Ilmiah Pendidikan MIPA, 2(2).
Ariandi, M. 2022. "Sistem Informasi E-Marketplace UMKM Hasil Pertanian". INFORMANIKA, 8(01).
Badran, O., & Al-Haddad, S. 2018. "The impact of software user experience on customer satisfaction". Journal of Management Information and Decision Science, 21.
Camilleri, M. A. 2017. Tourism Distribution Channels. https://doi.org/10.1007/978-3-319-49849-2_6
CareerFoundry. 2022. "What Is the UX Design Process? A Complete, Actionable Guide". https://careerfoundry.com/en/blog/ux-design/the-ux-design-process-an-actionable-guide-to-your-first-job-in-ux/
Chaffey, D., & Ellis-Chadwick, F. 2016. Digital Marketing : Strategy, Implementation, and Practice (Sixth). Pearson Education Limited.
Enny, R., & Jam’an, A. 2017. Metodologi penelitian bisnis. Lembaga Perpustakaan dan Penerbitan Universitas Muhammadiyah Makassar.
Etikan, I. 2016. "Comparison of Convenience Sampling and Purposive Sampling". American Journal of Theoretical and Applied Statistics, 5, 1. https://doi.org/10.11648/j.ajtas.20160501.11
Fernández-Cavia, J., Rovira, C., Díaz-Luque, P., & Cavaller, V. 2014. "Web Quality Index (WQI) for official tourist destination websites". Proposal for an assessment system. Tourism Management Perspectives, 9, 5–13. https://doi.org/https://doi.org/10.1016/j.tmp.2013.10.003
Følstad, A., & Brandtzaeg, P. B. 2020. "Users’ experiences with chatbots: findings from a questionnaire study". Quality and User Experience, 5(1), 3. https://doi.org/10.1007/s41233-020-00033-2
Guttentag, D., Smith, S., Potwarka, L., & Havitz, M. 2017. "Why Tourists Choose Airbnb: A Motivation-Based Segmentation Study". Journal of Travel Research, 57, 004728751769698. https://doi.org/10.1177/0047287517696980
Han, H. 2021. "Consumer behavior and environmental sustainability in tourism and hospitality: a review of theories, concepts, and latest research". Journal of Sustainable Tourism, 29(7), 1021–1042. https://doi.org/10.1080/09669582.2021.1903019
Hassan, H. M., & Galal-Edeen, G. H. 2017. "From usability to user experience". 2017 International Conference on Intelligent Informatics and Biomedical Sciences (ICIIBMS), 216–222. https://doi.org/10.1109/ICIIBMS.2017.8279761
Hill, N., & Brierley, J. 2017. How to Measure Customer Satisfaction. Taylor & Francis. https://books.google.co.id/books?id=LkUrDwAAQBAJ
Hootsuite. 2022. "Indonesian Digital Report 2022". https://andi.link/hootsuite-we-are-social-indonesian-digital-report-2022/
Hutabarat, M., & Harsono, L. D. 2014. "Pengaruh User Experience Terhadap Kepuasan Pengguna Jejaring Sosial Path Di Kota Bandung Pada Tahun 2014". EProceedings of Management, 1(3).
Išoraitė, M. 2018. "Brand image development". Ecoforum Journal, 7(1).
Jiang, L., Yang, Z., & Jun, M. 2013. "Measuring consumer perceptions of online shopping convenience". Journal of Service Management, 24(2), 191–214. https://doi.org/10.1108/09564231311323962
Kaasinen, E., Roto, V., Hakulinen, J., Heimonen, T., Jokinen, J. P. P., Karvonen, H., Keskinen, T., Koskinen, H., Lu, Y., Saariluoma, P., Tokkonen, H., & Turunen, M. 2015. "Defining user experience goals to guide the design of industrial systems". Behaviour & Information Technology, 34(10), 976–991. https://doi.org/10.1080/0144929X.2015.1035335
Mosescu, I.-A., Căescu, Ștefan-C., Botezatu, F., & Chivu, R.-G. 2019. "Studying the Digital Marketing Strategy through Big Data in Banking Sector". The Bucharest University of Economic Studies Publishing House, 107.
Park, J., Han, S. H., Kim, H. K., Cho, Y., & Park, W. 2013. "Developing Elements of User Experience for Mobile Phones and Services: Survey, Interview, and Observation Approaches". Human Factors and Ergonomics in Manufacturing & Service Industries, 23(4), 279–293. https://doi.org/https://doi.org/10.1002/hfm.20316
Pigijo. 2020. "Tentang Pigijo". https://investor.pigijo.com/about-us
Pöyry, E., Parvinen, P., & Malmivaara, T. 2013. "Can we get from liking to buying? Behavioral differences in hedonic and utilitarian Facebook usage". Electronic Commerce Research and Applications, 12(4), 224–235. https://doi.org/https://doi.org/10.1016/j.elerap.2013.01.003
Pradana, M. 2015. "Klasifikasi Bisnis E-Commerce di Indonesia". MODUS, 27(2), 163–174. https://doi.org/10.24002/modus.v27i2.554
Sand, F., Frison, A. K., Zotz, P., Riener, A., & Holl, K. 2020. "User Experience Is Brand Experience": The Psychology Behind Successful Digital Products and Services. https://doi.org/10.1007/978-3-030-29868-5
Santoso, S. 2019. Menguasai SPSS Versi 25. Elex Media Komputindo. https://books.google.co.id/books?id=ABGhDwAAQBAJ
Shin, S., Chung, N., Xiang, Z., & Koo, C. 2019. "Assessing the Impact of Textual Content Concreteness on Helpfulness in Online Travel Reviews". Journal of Travel Research, 58(4), 579–593. https://doi.org/10.1177/0047287518768456
Sreejesh, Mohapatra, S., & M.R, D. 2014. "Questionnaire Design" (pp. 143–159). https://doi.org/10.1007/978-3-319-00539-3_5
Sugiyono. 2020. Metode Penelitian Pariwisata (Kuantitatif, Kualitatif, Kombinasi, R&D). ALFABETA.
Tjiptono, F. 2019. Strategi pemasaran. ANDI.
Xiang, Z., Magnini, V. P., & Fesenmaier, D. R. 2015."Information technology and consumer behavior in travel and tourism: Insights from travel planning using the internet". Journal of Retailing and Consumer Services, 22, 244–249. https://doi.org/https://doi.org/10.1016/j.jretconser.2014.08.005
Published
2022-10-17
How to Cite
Chiara, C., Agustina, N. K. W., & Yudhistira, P. G. A. (2022). Comparison of User Experience between Goal-directed and Experiential Users on Customer Satisfaction in Tourism Marketplace. Jurnal Sistem Informasi, 18(2), 68-82. https://doi.org/10.21609/jsi.v18i2.1189
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Articles
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