Abstract— The challenges of e-commerce development
pressure every company to develop the appeal of the company's
business processes, which will impact high business revenue.
Evaluation is essential for a company to improve the assessment of
the company's products. The purpose of this study is to evaluate
the use of e-commerce applications from people's perspectives and
perceptions by specifically identifying indicators that have or have
not met user expectations in using them. This study is quantitative
research. The variables are attributes of service used derived from
the Delone & Mclean model. The measurement of user satisfaction
level is done using the Customer Satisfaction Index. The data
analysis method used is the Importance Performance Analysis
(IPA), done by comparing the level of importance and the level of
service performance felt by users. The satisfaction index result
obtained by the Shopee application is Very Satisfied with a value
of 80.23 %, the Tokopedia application obtained a satisfaction
index of Satisfied with a value of 78.58%, and the Bukalapak
application's satisfaction index is also Satisfied with a value of
73.22%. Importance Performance Analysis (IPA) methods are
used to acquire the knowledge of user satisfaction level regarding
any factors impacting the e-commerce application's performance
level in meeting user satisfaction. The result obtained by the
Shopee application for the IPA method is the absence of variables
going into the leading priority quadrant. In contrast, the
Tokopedia application has four variables, and the Bukalapak
application has five variables in the central priority quadrant.