Corresponding Author: Abi
Surya Wijaya
E-mail: [email protected]
INTRODUCTION
The Internet and information technology have significantly changed
various aspects of human life, including trade and business (Hanim, 2011). E-commerce or electronic commerce is becoming an increasingly
popular alternative for consumers to make transactions without visiting a
physical store (Sitompul & Aslami, 2022). As a result, e-commerce is growing, and more businesses are
switching to online business models (Barkatullah, 2019).
However, more and more businesses are switching to the e-commerce
business model, which means more and more data is being sent and stored via the
Internet (Budiarta et al., 2020). This
increases the risk of cyberattacks and breaches of user data privacy.
Therefore, information security is one of the critical factors that must be
considered in the e-commerce business (Romla & Ratnawati,
2018).
One of the critical aspects of e-commerce is the quality of
services offered to consumers. Service quality is a significant factor in
determining the success of an e-commerce business (Setiawan et al., 2016). However, poor information security can hurt the quality of
services offered by e-commerce businesses, for example, by increasing system
response times, reducing system availability, and reducing consumer confidence
in the e-commerce business (Tannady, 2018).
Based on previous research, this study aims to analyze the effect
of the Information Security Management System (SMSI) on service quality in
e-commerce systems in Indonesia (Hidayanto, AN, & Pratama,
2020). The study results show that SMSI positively and significantly
influences service quality in e-commerce systems.
Research that has been researched, aims to understand the factors
that influence the adoption of cloud computing for e-commerce systems (Abou-Shouk, MA, Limayem, M., &
Papazafeiropoulou, 2013). �One of the factors
discussed is information security, which is considered essential to improve
service quality in e-commerce systems (Pekasa & Sanica, 2021).
Research that has been researched, aims to analyze the effect of
information security management on user trust in e-commerce systems,
considering the institutional trust factor as a moderator (Choi, JH, Kim, JH, & Hong,
2018). The study results show that information security management positively
and significantly influences user trust in e-commerce systems.
Therefore, in this research, a study will be carried out on the
influence of information security systems on service quality in e-commerce
systems. This research aims to find out how much information security systems
influence service quality in e-commerce systems and how to improve service
quality in e-commerce systems by improving information security systems.
This research is expected to benefit e-commerce businesses to
improve the quality of services offered to consumers. It can also provide input
for further research regarding the factors influencing service quality in
e-commerce systems.
METHODS
In this study, the
method used is qualitative. A qualitative research approach collects and
analyzes data in non-numeric forms, such as words, narratives, or pictures.
This method is used to understand complex phenomena. It can provide in-depth
explanations of individual or group experiences of a phenomenon.
The following are the stages of the qualitative method
used in this study:
1. Data collection
Data was collected
through in-depth interviews with e-commerce users and information security
experts. E-commerce users were randomly selected from various age and gender
groups. In contrast, information security experts were selected based on their
experience and expertise in information security.
2. Data analysis
The data obtained
from the interviews will be analyzed using content analysis techniques. This
technique is used to identify themes and patterns in the interview data so that
conclusions and findings can be drawn relating to the influence of information
security systems on service quality in e-commerce systems.
3. Data verification
Data verification
is done by checking the validity and accuracy of the interview data. This is
done by comparing data obtained from different sources and triangulating the
data to ensure the accuracy of the data obtained.
4. Data interpretation
Data interpretation
is made by analyzing data holistically, which involves understanding the
broader context. Data interpretation also involves reflection on the
experiences of e-commerce users and information security experts to produce a
more in-depth explanation of the influence of information security systems on
service quality in e-commerce systems.
By using
qualitative methods, this research can provide a deeper understanding of the
influence of information security systems on service quality in e-commerce
systems so that they can provide input for e-commerce businesses in improving
the quality of services offered.
RESULTS
AND DISCUSSION
The results of this
study indicate that information security systems significantly influence
service quality in e-commerce systems. Based on the data analysis that has been carried
out, several significant findings were found as follows:
1. User trust in the e-commerce system
increases when the information security system implemented by the e-commerce
company is considered solid and practical. Users feel safer and more
comfortable transacting and interacting with e-commerce systems (Sari et
al., 2020).
2. An effective
information security system also improves data integrity in e-commerce systems
so users can access valid and reliable information. This helps users make the
right decisions and increases user satisfaction with the services offered by
e-commerce systems (Sudirman et al., 2020).
3. Management
involvement in paying attention to information security systems is a key factor
in improving service quality in e-commerce systems. Management actively
involved in developing and improving information security systems will show
concern for the security of user data and increase user confidence in the
e-commerce system being operated (Prasetio et al., 2021).
4. It was also
found that an effective information security system can increase user
satisfaction and reduce the possibility of problems or failures in e-commerce
systems. This can increase user loyalty and positively impact e-commerce
business growth in the long term.
Based on the
results of this study, it can be concluded that information security systems
significantly influence service quality in e-commerce systems. Therefore,
e-commerce companies need to develop an effective information security system
and continuously improve existing systems, as well as pay attention to
management involvement in ensuring the security of user data on e-commerce
systems (Rakhman et al., 2023).
Based on the
results of the research that has been done, information security systems have a
significant influence on service quality in e-commerce systems. An effective
information security system can increase user trust in e-commerce systems,
improve data integrity, and reduce the possibility of problems or failures in
e-commerce systems. This can increase user loyalty and positively impact
e-commerce business growth in the long term.
In the context
of e-commerce, user trust in the e-commerce system is very important because
users must provide personal information and carry out financial transactions
through the e-commerce system (Irmawati, 2011). Suppose the information
security system is considered weak or unreliable. In that case, users will not
feel comfortable using the e-commerce system and may choose another e-commerce
system or even return to traditional transaction methods.
In addition,
data integrity in e-commerce systems is also essential. Users must be able to
access valid and reliable information to make the right decisions and avoid
losses or errors in transactions. An effective information security system can
help improve data integrity in e-commerce systems, so users can feel more
confident using the system (Islek & Oguducu, 2022).
Management
involvement in paying attention to information security systems is also essential
in improving service quality in e-commerce systems (Pradnyaswari & Aksari, 2020). Management actively
involved in developing and improving information security systems will show
concern for the security of user data and increase user trust in the e-commerce
system being operated.
Overall, this
study shows that information security systems are essential in improving
service quality in e-commerce systems. E-commerce companies need to pay
attention to developing an effective information security system and
continuously improving existing systems, as well as pay attention to management
involvement in ensuring the security of user data on e-commerce systems (Vučković et al., 2018). In the long run, this can
help e-commerce companies increase user trust, improve data integrity, and
increase user loyalty to their e-commerce system.
CONCLUSION
Based on the results
of the research that has been done, it can be concluded that information
security systems have a significant influence on service quality in e-commerce
systems. An effective information security system can increase user trust in
e-commerce systems, improve data integrity, and reduce the possibility of
problems or failures in e-commerce systems. This research also shows that
management actively paying attention to information security systems will show
concern for the security of user data and increase user trust in the e-commerce
system being operated. Therefore, e-commerce companies need to develop an
effective information security system and continuously improve existing
systems, as well as pay attention to management involvement in ensuring the
security of user data on e-commerce systems. This conclusion is essential for
e-commerce companies to pay attention to because information security and
service quality are critical factors in winning the business competition in an
increasingly competitive market. By improving information security systems,
e-commerce companies can gain user trust and loyalty and improve the service
quality, positively impacting future business growth.
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