Analisa Customer Delight Umkm Di Indonesia Dalam Penggunaan Aplikasi E-Commerce B2b
Sari
Penelitian ini mengeksplorasi bagaimana transisi dari metode transaksi tradisional ke sistem B2B e-commerce mempengaruhi pengalaman pelanggan di Indonesia. Dengan menggunakan pendekatan kualitatif eksplanatori dan teknik Critical Incident Technique (CIT), penelitian ini mengidentifikasi tantangan dan hambatan yang dihadapi pelanggan selama adaptasi terhadap teknologi baru. Temuan menunjukkan bahwa meskipun pelanggan awalnya merasa skeptis dan menghadapi kesulitan teknis, dukungan berupa pelatihan dan edukasi dari perusahaan berperan krusial dalam mengurangi ketidaknyamanan dan meningkatkan penerimaan. Manfaat signifikan dari sistem B2B e-commerce, seperti efisiensi waktu, kemudahan akses informasi, dan pengelolaan inventaris yang lebih baik, akhirnya dirasakan oleh sebagian besar responden. Penelitian ini menekankan pentingnya dukungan teknis yang berkelanjutan dan interaksi manusia dalam memastikan keberhasilan adopsi teknologi baru dan mengoptimalkan manfaat bagi pelanggan.
Kata Kunci: Customer Delight, B2B E-commerce, Adaptasi Teknologi, Critical Incident Technique, Pengalaman Pelanggan.
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DOI: https://doi.org/10.37531/yum.v7i3.7118
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