2022
DOI: 10.31098/ijebce.v2i1.738
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E-ServiceQuality Model and Kano Model: An Integration Improvement on Service Quality in E-Commerce Services

Abstract: Indonesia has become the largest e-commerce market in South East Asia. According to Wearesocial and Hootsuite data, around 90% of internet users in Indonesia have experienced online shopping. In 2019, the e-commerce market's capital value in Indonesia reached USD 21 Million or about Rp 294 trillion. Based on McKinsey Report, the e-commerce industry in Indonesia is predicted to reach USD 40 million in 2022. The increase of online shopping activity reached 400% during the 2020 pandemic, causing a 23.11% increase… Show more

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Cited by 2 publications
(3 citation statements)
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“…Customer satisfaction values resulting from the processing of the categories in e-service quality and the Kano model were then described based on the statement of their attributes according to Table 5, which shows that fifteen attributes must be maintained, five must be improved, and one must be developed. Most studies on cross-cultural service quality show similar results (Junianto et al, 2021;Kusumahadi et al, 2022;Paul et al, 2022;Ullah et al, 2021) and the results confirm the stability of the seven dimensions (containing 21 general attributes) that were previously identified as service quality dimensions.…”
Section: If3supporting
confidence: 74%
“…Customer satisfaction values resulting from the processing of the categories in e-service quality and the Kano model were then described based on the statement of their attributes according to Table 5, which shows that fifteen attributes must be maintained, five must be improved, and one must be developed. Most studies on cross-cultural service quality show similar results (Junianto et al, 2021;Kusumahadi et al, 2022;Paul et al, 2022;Ullah et al, 2021) and the results confirm the stability of the seven dimensions (containing 21 general attributes) that were previously identified as service quality dimensions.…”
Section: If3supporting
confidence: 74%
“…Pada sisi yang lain bagi masyarakat saham merupakan instrument investasi yang juga banyak dipilih para investor karena saham diyakini mampu memberikan tingkat keuntungan menarik. Maka dari itu di dunia investasi berkembang juga ilmu matematika yang mengaplikasikan dalam bidang investasi yang bertujuan pemberian beberapa alternatif-alternatif kepada para investor (Kusumahadi & Sastika, 2015).…”
Section: Pendahuluanunclassified
“…Definisi instrumen derivatif adalah sebagai instrumen finansial yang merupakan kontrak perjanjian diantara kedua belah pihak dimana adanya peluang profit keuntungan terkait harga dasar pada aset (underlying asset) yang dapat berupa saham, indeks obligasi, indeks saham, obligasi mata uang (currency), tingkat bunga serta instrumeninstrumen lain yang pada instrumen defivatif telah dikenal luas sebagai kontrak serah (forward kontract), kontrak berjangka (future contract), opsi (option) dan swap (Marthin et al, 2017). Instrumen derivatif digunakan untuk melindungiinvestor dari risiko kerugian yang lebih besar, salah satu cara yang bisa dilakukan adalah dengan penggunaan salah satu instrumen derivatif yaitu option (Kusumahadi & Sastika, 2015).…”
Section: Kajian Literatur Instrumen Derivatifunclassified