Evaluating E-Commerce User Satisfaction Using an Integrated PIECES and EUCS Framework

Authors

  • Retno Waluyo Universitas Amikom Purwokerto, Indonesia
  • Jeffri Prayitno Bangkit Saputra Universitas Amikom Purwokerto, Indonesia
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DOI:

https://doi.org/10.63158/journalisi.v8i4.1716

Keywords:

End-User Computing Satisfaction, E-Commerce Applications, Multiple Linear Regression, PIECES Framework, User Satisfaction

Abstract

E-commerce in Indonesia is growing rapidly because of the increase in internet users and digital commerce activities. This study evaluates user satisfaction with e-commerce applications using a partial integration of the PIECES Framework and selected EUCS dimensions, including Performance, Information and Data, Economics, Control and Security, Efficiency, Service, Format, and Timeliness. Rather than implementing the complete EUCS model, this study incorporates only the selected dimensions considered most relevant to evaluating user satisfaction with e-commerce applications. A quantitative approach was employed using questionnaires distributed to 200 e-commerce users in Banyumas Regency through purposive sampling. The data were analyzed using SPSS, including validity and reliability tests, classical assumption tests, multiple linear regression, the coefficient of determination, and hypothesis testing. The regression model explained 56.4% of the variance in User Satisfaction (Adjusted R² = 0.564), indicating moderate explanatory power. The results show that Information and Data, Economics, Efficiency, Service, and Timeliness significantly influence user satisfaction, whereas Performance, Control and Security, and Format do not have significant effects. These findings provide practical guidance for e-commerce providers to prioritize improvements in information quality, transaction efficiency, customer service responsiveness, and system usability usabulity that are limited to respondents in Banyumas Regency.

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Published

2026-08-22

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Vol. 8 No. 4 (2026): August

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