Pembangunan Sistem E-Commerce Menggunakan Payment Gateway PayPal dengan Pendekatan eCRM dan Pengujian Usability (Studi Kasus: PT. Ekko Hejo)

Abstract

PT. Ekko Hejo is an agro-manufacturing company that processes coconut coir and jute for land improvements. The small number of overseas customers has triggered PT. Ekko Hejo to expand their overseas markets using the e-commerce. E-commerce has been previously developed, but the feature of safe online payments has not been implemented. E-commerce system for similar products has been used in Indonesia, namely Rumah Sabut, but only in the form of web blog where the ordering was made via e-mail, telephone, and fax. This research aimed to build an e-commerce with secure online payment using PayPal payment gateway to increase the user‟s trust. The system was built by considering three aspects of eCRM approach, namely the pre-purchase, at-purchase, post-purchase, as well as the usability testing of the four types of users, namely browsers, evaluators, transactor, and customer. This system was constructed with a prototyping development method. The results indicated that an e-commerce system with secure online payment through PayPal payment gateway has been successfully built so that the user‟s trust increased. However, the three aspects of the eCRM have not been fulfilled optimally. Nevertheless, the system has been successful in achieving the usability of e-commerce in Indonesia with a value of above 80%.