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"E-payment merupakan metode pembayaran yang saat ini populer digunakan untuk berbagai transaksi. Hal ini tidak terlepas dari cashless society akibat adanya pandemi COVID-19. Akan tetapi, e-payment belum mampu mencapai tingkat kepercayaan yang baik dari masyarakat pada transaksi e-commerce. Hal ini menjadikan metode pembayaran tunai dengan layanan Cash On Delivery (COD) masih mendominasi transaksi pembayaran C2C e-commerce di Indonesia. Demi mendukung visi misi Blueprint Sistem Pembayaran Indonesia (SPI) oleh Bank Indonesia, penelitian ini bertujuan untuk mengidentifikasi faktor-faktor yang memengaruhi niat pengguna beralih dari pembayaran tunai melalui layanan COD ke e-payment. Penelitian ini menggunakan kerangka Push-Pull-Mooring (PPM) dengan meninjau perspektif risiko COVID-19, penerimaan teknologi, dan teori upaya transaksi. Selanjutnya, penelitian dilakukan dengan pendekatan kuantitatif melalui penyebaran kuesioner ke 546 responden pengguna layanan COD dan e-payment. Hasil analisis data dengan metode CB-SEM, menunjukkan pada aspek push, semua faktor yang ada tidak memiliki pengaruh yang signifikan. Selanjutnya pada aspek pull, semua faktor memiliki pengaruh signifikan. Terakhir pada aspek mooring, hampir semua faktor menunjukkan pengaruh yang signifikan, kecuali switching cost tidak memiliki pengaruh yang signifikan. Penelitian ini dapat menjadi acuan bagi pemegang regulasi sistem pembayaran Indonesia dan penyedia layanan e-payment dalam menyusun regulasi dan strategi untuk mempercepat persebaran transaksi digital di Indonesia.

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E-payment is currently popularly used for various transactions. This is inseparable from the cashless society due to the COVID-19 pandemic. However, e-payment has not been able to achieve a trustworthy level from the public in e-commerce transactions. Thus, cash payment methods with Cash On Delivery (COD) services still dominate C2C e-commerce payment transactions in Indonesia. To support the vision and mission of Bank Indonesia’s Payment System Blueprint, this study aims to identify the factors that affect users' intention to switch from cash payments through COD services to e-payments. This study uses the Push-Pull-Mooring (PPM) framework integrated with COVID-19 risk, technology acceptance, and transaction effort theory perspectives. This study was carried out by distributing questionnaires to 546 respondents, COD and e-payment services’ users. The results using the CB-SEM method, show that in the push aspect, all factors do not have significant effects. On the pull aspect, all factors have significant effects. On the mooring aspect, almost all factors show significant effects, except that switching costs do not have a significant effect. This research can be a reference for Indonesian payment system regulators and e-payment service providers in formulating regulations and strategies to accelerate the spread of digital transactions in Indonesia."

"Payment Gateway merupakan layanan elektronik yang melakukan pemrosesan transaksi pembayaran yang dilakukan secara online dan/atau melalui platform E-Commerce. Penyelenggaraan Payment Gateway dilakukan oleh salah satu Penyelenggara Jasa Sistem Pembayaran (PJSP), yakni Penyelenggara Payment Gateway yang berupa bank atau lembaga selain bank. Penyelenggara Payment Gateway memiliki fungsi unntuk menyediakan jasa sistem pembayaran, serta mendukung kelancaran transaksi pembayaran antara konsumen dan pedagang yang melakukan transaksi pada platform E-Commerce. Berdasarkan penelitian ini, Penyelenggara Payment Gateway memiliki peran dan tanggung jawab yang harus dipenuhi dalam mendukung kelancaran dan keamanan sistem pembayaran dalam transaksi E-Commerce. Untuk melakukan pemrosesan transaksi pembayaran, Payment Gateway juga berhubungan dengan acquirer dan issuer. Payment Gateway merupakan front-end provider yang memiliki kewajiban untuk menerapkan perlindungan konsumen guna menghindari risiko-risiko yang berpotensi merugikan penggunanya. Hasil dari penelitian ini menunjukan bahwa, Payment Gateway telah melakukan berbagai upaya dalam memenuhi standar keamanan, serta melindungi konsumen dari potensi risiko atas penyelenggaraan Payment Gateway. Namun, peraturan-peranturan yang ada saat ini, tidak mengatur mengenai penyelenggaraan Payment Gateway dalam mendukung transaksi E-Commerce. Dengan demikian, Pemerintah dan Bank Indonesia perlu mempertimbangkan untuk menerbitkan peraturan yang mengatur mengenai hal tersebut.

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Payment Gateway is an electronic service that processes payment transactions made online and/or through the E-Commerce platform. The operation of Payment Gateway is carried out by a Payment System Provider, namely a Payment Gateway Provider. Payment Gateway Provider conducts its functions in providing payment system services, also in supporting smooth and secure payment transactions between Consumers and Merchants in the E-Commerce platform. According to this research, Payment Gateway Provider has numerous roles and obligations that must be fulfilled in performing its functions. In processing payment transactions, the Payment Gateway Provider is cooperating with the acquirer and the issuer. Payment Gateway Provider is a front-end provider obliged to implement consumer protection to prevent potential risks that could harm its Consumer or users. The result of this research indicates, Payment Gateway Provider has taken several measures to fulfil and comply with the provision of security standards, also to protect its Consumers from potential risks arising from Payment Gateway operation. However, the existing regulations are not regulating the roles of Payment Gateway Provider in supporting payment systems in E-Commerce transactions. Thus, the Government and Bank Indonesia need to consider issuing regulations on regards to this matter, also in order to provide legal certainty."

"Penelitian ini membahas mengenai attitude konsumen untuk menggunakan kembali atau intention to reuse M-wallet dengan melihat dari persepsi risiko atau perceived risk yang meliputi perceived financial risk, perceived privacy risk, perceived performance risk, perceived psychological risk, dan perceived time risk saat melakukan transaksi di e-commerce. Pengumpulan data dilakukan melalui survei kepada 437 responden dari masyarakat di wilayah Indonesia dengan usia diatas 17 tahun. Metode penyebaran kuesioner dilakukan secara online menggunakan Google Form, analisis data menggunakan Structural Equation Modelling (SEM) dengan software LISREL 8.80 dan uji mediasi menggunakan SPSS AMOS 22. Hasil penelitian ini menunjukkan bahwa hubungan antara perceived privacy dan attitude terhadap penggunaan m-wallet signifikan dan memiliki hubungan negatif. Sementara, dimensi perceived risk lain seperti (perceived financial risk, perceived performance risk, perceived psychological risk, dan perceived time risk) ditemukan tidak memiliki hubungan signifikan dengan attitude terhadap penggunaan m-wallet. Kemudian, attitude ditemukan memiliki pengaruh signifikan dan positif terhadap intention to reuse m-wallet serta attitude terbukti menjadi full mediator yang menghubungkan antara perceived privacy risk dan intention to reuse.

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This study discusses consumer attitudes toward reusing m-wallets by looking at perceived risk, which includes perceived financial risk, perceived privacy risk, perceived performance risk, perceived psychological risk, and perceived time risk when doing transactions in e-commerce. The data was collected through a survey of 437 respondents from Indonesian society, with an average age of over 17 years. The method of distributing questionnaires online using Google Form, data analysis using Structural Equation Modeling (SEM) with LISREL 8.80 and mediation analysis using SPSS AMOS 22. The results of this study indicate that the relationship between perceived privacy risk and attitude towards using m-wallet is significant and has a negative relationship. Meanwhile, other dimensions of perceived risk, such as perceived financial risk, perceived performance risk, perceived psychological risk, and perceived time risk, were found not to have a significant relationship with attitudes towards using m-wallets. Then, it was discovered that attitude has a significant and positive effect on the intention to reuse m-wallet, and attitude proved to be a full mediator that links perceived privacy risk and the intention to reuse."

"Payment gateway adalah sistem perantara pembayaran secara online. Software Product Line Engineering (SPLE) telah digunakan dalam pengembangan sebuah payment gateway product line yang menyediakan akses ke berbagai layanan dari berbagai vendor payment gateway. Pengembangan dengan SPLE memanfaatkan aspek commonality dan variability yang ada dalam pasangan-pasangan layanan dan vendor tersebut. Payment gateway product line dapat digunakan oleh SPL lain, tetapi seringkali dibutuhkan penambahan atau modifikasi dari konfigurasi fitur untuk menyesuaikan kedua SPL. Untuk menghindari ini, diperlukan Multiple Software Product Line Engineering (MSPLE) agar dapat memanfaatkan fitur-fitur yang sudah tersedia dalam payment gateway product line yang sudah dikembangkan tanpa harus memodifikasi fitur-fitur payment gateway yang sudah ada. Multi Product Line (MPL) adalah sebuah sistem SPL yang terdiri dari beberapa SPL yang saling mempunyai dependensi meskipun tiap SPL dapat berbeda dari aspek teknologi ataupun fungsionalitasnya. Penelitian ini melanjutkan implementasi payment gateway product line agar dapat menjadi bagian dari MPL. Sebagai studi kasus, payment gateway product line akan diintegrasikan dengan product line Amanah sehingga membentuk sebuah MPL. Pada penelitian sebelumnya mengenai payment gateway product line, telah dilakukan generalisasi pemanggilan API vendor agar pengguna dapat memilih vendor secara dinamis. Dalam penelitian ini, dilakukan refactoring untuk proses konfigurasi pemanggilan API vendor tersebut agar memudahkan penambahan fitur dan vendor di masa depan. Dilakukan juga penambahan vendor untuk beberapa layanan serta sedikit refactoring untuk WinVMJ Framework yang digunakan oleh payment gateway product line. Penelitian ini diharapkan dapat digunakan sebagai acuan pengembangan payment gateway product line dan MPL selanjutnya.

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Payment gateway is an electronic system that acts as an intermediary in financial transactions. Software Product Line Engineering (SPLE) has been used in the development of a payment gateway product line that provides access to a variety of features from multiple payment gateway vendors. SPLE is used in the development by taking advantage of the commonality and variability among the variety of features from different payment gateway vendors. Payment gateway product line, when used by other product lines, often requires extension or modification of the system. Multiple Software Product Line Engineering (MSPLE) can be used as a solution to avoid that problem by making it possible to reuse existing features without the need to modify them. A SPL such as the payment gateway product line can be integrated with or used by another SPL which will form a Multi Product Line (MPL). MPL is a SPL that consists of several self-contained but interdependent SPLs. This research continues the development of payment gateway product line to be able to be a part of a MPL by integrating the payment gateway product line into Amanah product line as a study case. In previous research, generalization of vendor API call configuration is done so that users can choose different vendors dynamically. In this research, some refactoring is done to the vendor API call configuration to simplify the process of adding features or vendors. An additional vendor is also added for some features. Some refactoring is also done for WinVMJ Framework which is used by payment gateway product line. This research is expected to serve as a reference for future payment gateway product line and MPL developments."

"Payment gateway adalah sistem perantara pembayaran secara online. Software Product Line Engineering (SPLE) telah digunakan dalam pengembangan sebuah payment gateway product line yang menyediakan akses ke berbagai layanan dari berbagai vendor payment gateway. Pengembangan dengan SPLE memanfaatkan aspek commonality dan variability yang ada dalam pasangan-pasangan layanan dan vendor tersebut. Payment gateway product line dapat digunakan oleh SPL lain, tetapi seringkali dibutuhkan penambahan atau modifikasi dari konfigurasi fitur untuk menyesuaikan kedua SPL. Untuk menghindari ini, diperlukan Multiple Software Product Line Engineering (MSPLE) agar dapat memanfaatkan fitur-fitur yang sudah tersedia dalam payment gateway product line yang sudah dikembangkan tanpa harus memodifikasi fitur-fitur payment gateway yang sudah ada. Multi Product Line (MPL) adalah sebuah sistem SPL yang terdiri dari beberapa SPL yang saling mempunyai dependensi meskipun tiap SPL dapat berbeda dari aspek teknologi ataupun fungsionalitasnya. Penelitian ini melanjutkan implementasi payment gateway product line agar dapat menjadi bagian dari MPL. Sebagai studi kasus, payment gateway product line akan diintegrasikan dengan product line Amanah sehingga membentuk sebuah MPL. Pada penelitian sebelumnya mengenai payment gateway product line, telah dilakukan generalisasi pemanggilan API vendor agar pengguna dapat memilih vendor secara dinamis. Dalam penelitian ini, dilakukan refactoring untuk proses konfigurasi pemanggilan API vendor tersebut agar memudahkan penambahan fitur dan vendor di masa depan. Dilakukan juga penambahan vendor untuk beberapa layanan serta sedikit refactoring untuk WinVMJ Framework yang digunakan oleh payment gateway product line. Penelitian ini diharapkan dapat digunakan sebagai acuan pengembangan payment gateway product line dan MPL selanjutnya.

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Payment gateway is an electronic system that acts as an intermediary in financial transactions. Software Product Line Engineering (SPLE) has been used in the development of a payment gateway product line that provides access to a variety of features from multiple payment gateway vendors. SPLE is used in the development by taking advantage of the commonality and variability among the variety of features from different payment gateway vendors. Payment gateway product line, when used by other product lines, often requires extension or modification of the system. Multiple Software Product Line Engineering (MSPLE) can be used as a solution to avoid that problem by making it possible to reuse existing features without the need to modify them. A SPL such as the payment gateway product line can be integrated with or used by another SPL which will form a Multi Product Line (MPL). MPL is a SPL that consists of several self-contained but interdependent SPLs. This research continues the development of payment gateway product line to be able to be a part of a MPL by integrating the payment gateway product line into Amanah product line as a study case. In previous research, generalization of vendor API call configuration is done so that users can choose different vendors dynamically. In this research, some refactoring is done to the vendor API call configuration to simplify the process of adding features or vendors. An additional vendor is also added for some features. Some refactoring is also done for WinVMJ Framework which is used by payment gateway product line. This research is expected to serve as a reference for future payment gateway product line and MPL developments."

"Payment gateway adalah sistem perantara pembayaran secara online. Software Product Line Engineering (SPLE) telah digunakan dalam pengembangan sebuah payment gateway product line yang menyediakan akses ke berbagai layanan dari berbagai vendor payment gateway. Pengembangan dengan SPLE memanfaatkan aspek commonality dan variability yang ada dalam pasangan-pasangan layanan dan vendor tersebut. Payment gateway product line dapat digunakan oleh SPL lain, tetapi seringkali dibutuhkan penambahan atau modifikasi dari konfigurasi fitur untuk menyesuaikan kedua SPL. Untuk menghindari ini, diperlukan Multiple Software Product Line Engineering (MSPLE) agar dapat memanfaatkan fitur-fitur yang sudah tersedia dalam payment gateway product line yang sudah dikembangkan tanpa harus memodifikasi fitur-fitur payment gateway yang sudah ada. Multi Product Line (MPL) adalah sebuah sistem SPL yang terdiri dari beberapa SPL yang saling mempunyai dependensi meskipun tiap SPL dapat berbeda dari aspek teknologi ataupun fungsionalitasnya. Penelitian ini melanjutkan implementasi payment gateway product line agar dapat menjadi bagian dari MPL. Sebagai studi kasus, payment gateway product line akan diintegrasikan dengan product line Amanah sehingga membentuk sebuah MPL. Pada penelitian sebelumnya mengenai payment gateway product line, telah dilakukan generalisasi pemanggilan API vendor agar pengguna dapat memilih vendor secara dinamis. Dalam penelitian ini, dilakukan refactoring untuk proses konfigurasi pemanggilan API vendor tersebut agar memudahkan penambahan fitur dan vendor di masa depan. Dilakukan juga penambahan vendor untuk beberapa layanan serta sedikit refactoring untuk WinVMJ Framework yang digunakan oleh payment gateway product line. Penelitian ini diharapkan dapat digunakan sebagai acuan pengembangan payment gateway product line dan MPL selanjutnya.

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Payment gateway is an electronic system that acts as an intermediary in financial transactions. Software Product Line Engineering (SPLE) has been used in the development of a payment gateway product line that provides access to a variety of features from multiple payment gateway vendors. SPLE is used in the development by taking advantage of the commonality and variability among the variety of features from different payment gateway vendors. Payment gateway product line, when used by other product lines, often requires extension or modification of the system. Multiple Software Product Line Engineering (MSPLE) can be used as a solution to avoid that problem by making it possible to reuse existing features without the need to modify them. A SPL such as the payment gateway product line can be integrated with or used by another SPL which will form a Multi Product Line (MPL). MPL is a SPL that consists of several self-contained but interdependent SPLs. This research continues the development of payment gateway product line to be able to be a part of a MPL by integrating the payment gateway product line into Amanah product line as a study case. In previous research, generalization of vendor API call configuration is done so that users can choose different vendors dynamically. In this research, some refactoring is done to the vendor API call configuration to simplify the process of adding features or vendors. An additional vendor is also added for some features. Some refactoring is also done for WinVMJ Framework which is used by payment gateway product line. This research is expected to serve as a reference for future payment gateway product line and MPL developments."

"Payment gateway adalah sistem perantara pembayaran secara online. Software Product Line Engineering (SPLE) telah digunakan dalam pengembangan sebuah payment gateway product line yang menyediakan akses ke berbagai layanan dari berbagai vendor payment gateway. Pengembangan dengan SPLE memanfaatkan aspek commonality dan variability yang ada dalam pasangan-pasangan layanan dan vendor tersebut. Payment gateway product line dapat digunakan oleh SPL lain, tetapi seringkali dibutuhkan penambahan atau modifikasi dari konfigurasi fitur untuk menyesuaikan kedua SPL. Untuk menghindari ini, diperlukan Multiple Software Product Line Engineering (MSPLE) agar dapat memanfaatkan fitur-fitur yang sudah tersedia dalam payment gateway product line yang sudah dikembangkan tanpa harus memodifikasi fitur-fitur payment gateway yang sudah ada. Multi Product Line (MPL) adalah sebuah sistem SPL yang terdiri dari beberapa SPL yang saling mempunyai dependensi meskipun tiap SPL dapat berbeda dari aspek teknologi ataupun fungsionalitasnya. Penelitian ini melanjutkan implementasi payment gateway product line agar dapat menjadi bagian dari MPL. Sebagai studi kasus, payment gateway product line akan diintegrasikan dengan product line Amanah sehingga membentuk sebuah MPL. Pada penelitian sebelumnya mengenai payment gateway product line, telah dilakukan generalisasi pemanggilan API vendor agar pengguna dapat memilih vendor secara dinamis. Dalam penelitian ini, dilakukan refactoring untuk proses konfigurasi pemanggilan API vendor tersebut agar memudahkan penambahan fitur dan vendor di masa depan. Dilakukan juga penambahan vendor untuk beberapa layanan serta sedikit refactoring untuk WinVMJ Framework yang digunakan oleh payment gateway product line. Penelitian ini diharapkan dapat digunakan sebagai acuan pengembangan payment gateway product line dan MPL selanjutnya.

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Payment gateway is an electronic system that acts as an intermediary in financial transactions. Software Product Line Engineering (SPLE) has been used in the development of a payment gateway product line that provides access to a variety of features from multiple payment gateway vendors. SPLE is used in the development by taking advantage of the commonality and variability among the variety of features from different payment gateway vendors. Payment gateway product line, when used by other product lines, often requires extension or modification of the system. Multiple Software Product Line Engineering (MSPLE) can be used as a solution to avoid that problem by making it possible to reuse existing features without the need to modify them. A SPL such as the payment gateway product line can be integrated with or used by another SPL which will form a Multi Product Line (MPL). MPL is a SPL that consists of several self-contained but interdependent SPLs. This research continues the development of payment gateway product line to be able to be a part of a MPL by integrating the payment gateway product line into Amanah product line as a study case. In previous research, generalization of vendor API call configuration is done so that users can choose different vendors dynamically. In this research, some refactoring is done to the vendor API call configuration to simplify the process of adding features or vendors. An additional vendor is also added for some features. Some refactoring is also done for WinVMJ Framework which is used by payment gateway product line. This research is expected to serve as a reference for future payment gateway product line and MPL developments."

"Payment gateway adalah sistem perantara pembayaran secara online. Software Product Line Engineering (SPLE) telah digunakan dalam pengembangan sebuah payment gateway product line yang menyediakan akses ke berbagai layanan dari berbagai vendor payment gateway. Pengembangan dengan SPLE memanfaatkan aspek commonality dan variability yang ada dalam pasangan-pasangan layanan dan vendor tersebut. Payment gateway product line dapat digunakan oleh SPL lain, tetapi seringkali dibutuhkan penambahan atau modifikasi dari konfigurasi fitur untuk menyesuaikan kedua SPL. Untuk menghindari ini, diperlukan Multiple Software Product Line Engineering (MSPLE) agar dapat memanfaatkan fitur-fitur yang sudah tersedia dalam payment gateway product line yang sudah dikembangkan tanpa harus memodifikasi fitur-fitur payment gateway yang sudah ada. Multi Product Line (MPL) adalah sebuah sistem SPL yang terdiri dari beberapa SPL yang saling mempunyai dependensi meskipun tiap SPL dapat berbeda dari aspek teknologi ataupun fungsionalitasnya. Penelitian ini melanjutkan implementasi payment gateway product line agar dapat menjadi bagian dari MPL. Sebagai studi kasus, payment gateway product line akan diintegrasikan dengan product line Amanah sehingga membentuk sebuah MPL. Pada penelitian sebelumnya mengenai payment gateway product line, telah dilakukan generalisasi pemanggilan API vendor agar pengguna dapat memilih vendor secara dinamis. Dalam penelitian ini, dilakukan refactoring untuk proses konfigurasi pemanggilan API vendor tersebut agar memudahkan penambahan fitur dan vendor di masa depan. Dilakukan juga penambahan vendor untuk beberapa layanan serta sedikit refactoring untuk WinVMJ Framework yang digunakan oleh payment gateway product line. Penelitian ini diharapkan dapat digunakan sebagai acuan pengembangan payment gateway product line dan MPL selanjutnya.

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Payment gateway is an electronic system that acts as an intermediary in financial transactions. Software Product Line Engineering (SPLE) has been used in the development of a payment gateway product line that provides access to a variety of features from multiple payment gateway vendors. SPLE is used in the development by taking advantage of the commonality and variability among the variety of features from different payment gateway vendors. Payment gateway product line, when used by other product lines, often requires extension or modification of the system. Multiple Software Product Line Engineering (MSPLE) can be used as a solution to avoid that problem by making it possible to reuse existing features without the need to modify them. A SPL such as the payment gateway product line can be integrated with or used by another SPL which will form a Multi Product Line (MPL). MPL is a SPL that consists of several self-contained but interdependent SPLs. This research continues the development of payment gateway product line to be able to be a part of a MPL by integrating the payment gateway product line into Amanah product line as a study case. In previous research, generalization of vendor API call configuration is done so that users can choose different vendors dynamically. In this research, some refactoring is done to the vendor API call configuration to simplify the process of adding features or vendors. An additional vendor is also added for some features. Some refactoring is also done for WinVMJ Framework which is used by payment gateway product line. This research is expected to serve as a reference for future payment gateway product line and MPL developments."

"Studi ini bertujuan untuk menganalisa faktor yang mempengaruhi intensi berinvestasi reksa dana melalui e-commerce atau online marketplace. Model penelitian mengacu pada teori transfer kepercayaan untuk menguji apakah persepsi kemiripan (perceived similarity) dengan produk digital lainnya – seperti produk mobile payment – berdampak pada kepercayaan investor dan kemudian mempengaruhi intensi investor untuk berinvestasi reksa dana yang ditawarkan melalui online marketplace disertai variabel literasi keuangan sebagai variabel moderator. Studi ini mengobservasi 180 responden dari Indonesia yang familiar dan sering melakukan transaksi online, yang diukur menggunakan skala likert dan regresi sebagai metodologi penelitian. Peneliti menemukan bahwa kesamaan antara produk digital lainnya dan kepercayaan investor terhadap sistem reksa dana konvensional mempengaruhi kepercayaan pada produk reksa dana di e-commerce dan berdampak pada intensi investor untuk berinvestasi reksa dana melalui online marketplace. Akan tetapi, peneliti juga menemukan bahwa literasi keuangan memperlemah hubungan tersebut.

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This study aims to analyze factors that influence the intention to invest in mutual funds through e-commerce or online marketplace. Researcher built the model based on the trust transfer theory to examine whether perceived similarity with other digital products- such as mobile payment product – effect in investor’s trust and then investor’s intention to invest in mutual fund offered through an online marketplace with financial literacy as moderating variable. This study observed 180 Indonesian respondents who are familiar and often purchase in online marketplace using likert scale and analyse the data using regression method. Researcher found that similarity with other digital product and the investors’ trust in conventional mutual fund system influence on trust in mutual fund products in e-commerce and effect to investor’s intention to invest in mutual fund through an online marketplace. However, researcher also found that financial literacy weaker that relationship."

"Perkembangan ekonomi digital di Indonesia semakin berkembang pesat. Jumlah pengguna Electronic Commerce (e-commerce) di Indonesia juga diproyeksikan meningkat terus menerus. Terdapat berbagai alasan pendorong customer berbelanja di e-commerce. Ulasan online konsumen mempunyai pengaruh yang cukup signifikan terhadap perilaku pembelian konsumen dan telah menjadi sumber informasi penting bagi konsumen, memengaruhi sekitar 20–50% keputusan pembelian online. Kondisi saat ini, E-commerce XYZ belum melakukan research atau investigasi lebih lanjut terkait faktor-faktor apa saja yang dapat membuat customer memberikan ulasan. Tujuan dari penelitian adalah untuk menganalisis beberapa faktor yang memengaruhi niat pelanggan memberikan ulasan online / electronic word of mouth (EWOM). Penelitian ini diharapkan dapat menjadi pembelajaran untuk meningkatkan product review rate, yang erat kaitannya dengan kepuasan pelanggan dan akan berpengaruh terhadap kenaikan add to cart rate. Penelitian dilakukan dengan metode campuran, yaitu secara kuantitatif dengan menyebarkan kuesioner dan secara kualitatif dengan melakukan wawancara. Dalam penelitian ini, beberapa kerangka model yang dipilih berdasarkan analisis faktor dan adopsi dari studi-studi sebelumnya yaitu model kesuksesan sistem informasi dari DeLone &McLean yang mengintegrasikan teori kualitas e-service, serta teori determinasi diri dan social influence yang diadopsi dari teori UTAUT. Kuesioner disebar secara online melalui google form. Pengolahan analisis statistik yang digunakan adalah Partial Least Square (PLS) dengan tools SmartPLS v.4. Hasil dari penelitian memberikan kesimpulan bahwa e-service quality, attitude & customer satisfaction memengaruhi niat pelanggan memberikan ulasan online secara positif. Hipotesis bahwa delivery condition memengaruhi e-service quality secara positif, ditolak. Kemudian dilakukan wawancara dan analisis tematik untuk eksplorasi masalah dan pemberian rekomendasi yang difokuskan kepada hasil hipotesis yang diterima.

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The digital economy in Indonesia is growing rapidly. The number of Electronic Commerce (e-commerce) users in Indonesia is also projected to continuously increase. There are various motivating reasons for customers to shop on e-commerce platforms. Online consumer reviews have a significant influence on consumer buying behavior and have become a crucial source of information for consumers, affecting about 20–50% of online purchase decisions. Currently, E-commerce XYZ has not conducted further research or investigation into the factors that can prompt customers to leave reviews. The purpose of this study is to analyze several factors that influence customers' intentions to provide online reviews, or electronic word of mouth (EWOM). This research is expected to provide insights to enhance the product review rate, which is closely related to customer satisfaction and is likely to impact the increase in the add-to-cart rate. The research was conducted using mixed methods, namely quantitatively by distributing online questionnaires and qualitatively by conducting interviews. In this study, selected frameworks are based on factor analysis and adoption from previous studies, including the DeLone & McLean information system success model that integrates the theory of e-service quality, as well as self-determination theory and social influence adopted from the UTAUT theory. Questionnaires were distributed online via Google Forms. The statistical analysis method used is Partial Least Square (PLS) with SmartPLS v.4 tools. The findings of the study conclude that e-service quality, attitude, and customer satisfaction positively influence the customers' intention to provide online reviews. The hypothesis that delivery condition positively affects e-service quality was rejected. Subsequently, interviews and thematic analysis were conducted to explore issues and provide recommendations focused on the accepted hypothesis results."