Peran Sistem Informasi Manajemen dalam Meningkatkan Kualitas Layanan dan Kepuasan Pelanggan pada Bisnis E-Commerce
DOI:
https://doi.org/10.55606/teknik.v6i2.12008Keywords:
Management Information Systems, E-Commerce, Service Quality, Customer Satisfaction, Digital TransformationAbstract
This study presents a systematic literature review on the role of Management Information Systems (MIS) in improving service quality and customer satisfaction in e-commerce businesses. By analyzing more than 50 recent scientific sources from 2020 to 2024, this review identifies how MIS components—including data management systems, process automation, predictive analytics, and digital platform integration—contribute significantly to enhanced customer experiences. The synthesis results indicate that effective MIS implementation can accelerate service response times, improve product information accuracy, strengthen transaction trust, and build long-term loyalty. This study also identifies research gaps that still need exploration, particularly regarding the integration of artificial intelligence in e-commerce MIS and its impact on customer satisfaction in emerging markets. These findings are intended to serve as a foundation for researchers, digital business practitioners, and policymakers in designing customer-centric information system development strategies.
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