Measuring Customer Satisfaction toward Localization Website by WebQual and Importance Performance Analysis (Case Study on AliexPress Site in Indonesia)

Shia, Ben‐Chang; Chen, Mingchih; Ramdansyah, Agus David

doi:10.4236/ajibm.2016.62012

Cited by 34 publications

(17 citation statements)

References 15 publications

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“…Internet has some advantages not only for individual users but also for organizations, for example in terms of convenience, 24 hours access a day, 7 days a weeks, global reach, efficiency, alternative spaces and relatively unlimited choice, personalization, potential resources, and others. In a business context, internet brings impact of change that creates a new paradigm in business and commerce in form of digital marketing or internet marketing [2]. Nowadays, development of IT, especially in the field of the Internet increasingly unstoppable.…”

Section: Introductionmentioning

confidence: 99%

Using Webqual 4.0 and Importance Performance Analysis to Evaluate E-Commerce Website

Andry

Christianto

Wilujeng

2019

JISEBI

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Background: The success of E-Business brings the highlight to websites as a tool to interact between company and customer. And recent studies indicate that quality of the website becomes something to be concern for company. Just like Huang pointed out that if company wants to build loyalty from their customer to get customer retention, one of much aspect that has to be noticed is the service quality from website.Objective: This study examines quality of website, such as Lazada. Website that author used in this research, to see what quality that website has and what the importance of that quality has. Methods: This study used Webqual 4.0 methodology to evaluate the website quality and see the importance of that quality using IPA (Importance Performance Analysis) to see how Lazada maintain that user expectations.Results: From three dimension that Webqual 4.0 provide for this research and total of 124 students as sample this research, authors found that all of three has significance result to satisfied customer with specific aspect on facilities, menus and contents from the website.Conclusion: Average respondent from students Bunda Mulia University was satisfied with the facilities, menus and contents in the web both from the value of all respondents and each research variable. The existing results from website user can be used as feedback on evaluation and development of Lazada website to be more accommodating to the wishes and in accordance with the expectations of website users.

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Section: Introductionmentioning

confidence: 99%

Using Webqual 4.0 and Importance Performance Analysis to Evaluate E-Commerce Website

Andry

Christianto

Wilujeng

2019

JISEBI

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“…Variabel kuesioner mengacu pada variabel WebQual (Barus et al, 2018;Sastika, 2016;Shia, Chen, Ramdansyah, & Wang, 2016) yang terdiri dari (1) Kemudahan Penggunaan (Usability), meliputi mudah untuk ditelusuri, digunakan, dipelajari, dimengerti, menarik, interface menyenangkan, kompetensi yang baik, dan memberikan pengalaman baru yang menyenangkan; (2) Kualitas Informasi (Information quality) meliputi informasi yang dipercaya, akurat, terkini, mudah dimengerti, detail, dan informasi yang disajikan sesuai dengan format desain; dan (3) Kualitas Interaksi Layanan (Service interaction quality) meliputi rasa aman bertransaksi, reputasi yang baik, mudahnya komunikasi, mempunyai kepercayaan menyimpan informasi, memberi keyakinan untuk janji yang disampaikan akan ditepati.…”

Section: Metode Penelitianunclassified

Pengaruh Kualitas Website Lembaga Penerbangan Dan Antariksa Nasional Terhadap Kepuasan Pengguna Dengan Metode Webqual

Prihanto¹,

Riyanto

Suwardi

et al. 2020

JSKM

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In early 2020, LAPAN launched the latest version of the website with updated look and features. The problem is that the quality of the LAPAN website has not been able to satisfy users. This study aims to determine the effect of the LAPAN website on user satisfaction with the WebQual method. Respondents are LAPAN employees at the LAPAN Work Unit who have used or interacted with the LAPAN website. The number of samples taken 193 respondents by purposive sampling based on the Slovin formula. The validity and reliability test results of the research instruments are valid and reliable because they meet the requirements. The results are (1) the multiple regression equation model to user satisfaction is Y = 0.305 + 0.067 Usability + 0.016 Information Quality + 0.037 Service Interaction Quality; (2) the Usability, Information Quality, and Service Interaction Quality variables have a positive and significant effect on LAPAN website user satisfaction; (3) the Usability variable and Service Interaction Quality variable have positive and partially significant effect on LAPAN website user satisfaction, while the Information Quality variable has no positive and significant effect on LAPAN website user satisfaction; and (4) Usability, Information Quality and Service Interaction Quality variables contributed 58.4% to LAPAN website user satisfaction, while the remaining 41.6% was influenced by other independent variables.

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“…The process for determining the gap value can be calculated from the difference in the value of actual quality (performance) and the value of ideal quality (Importance). For the calculation process, adapt from research [13].…”

Section: Fig 4 Official Website Of Smk Muhammadiyah 1 Banjarmasinmentioning

confidence: 99%

Measuring User Assessments and Expectations: The Use of WebQual 4.0 Method and Importance-Performance Analysis (IPA) to Evaluate the Quality of School Websites

Syahidi

Asyikin

Subandi

2019

JITeCS

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As time goes by and technology advances, any information can be easily obtained from many media, both from various print media or digital electronic media. One of the fastest growing digital media and the main choice for individuals or agencies to get fast and accurate information is the website. One of the benefits of the website is that it can be used as an effective promotional media because it can be accessed by anyone and at any time. This study discusses the evaluation of school websites with a case study at the SMK Muhammadiyah 1 Banjarmasin using the WebQual 4.0 and Importance-Performance Analysis (IPA) methods. This study aims to measure user ratings of performance and expectations of users/visitors to the website of the SMK Muhammadiyah 1 Banjarmasin. The data in this study were obtained from the questionnaire using a sample of web visitors themselves, both through online based questionnaires and offline questionnaires with paper. This study uses data processing software, namely Structural Equation Modeling (SEM) 2.0. It can be concluded that in this study the results are measured by the level of performance (actual) and the level of importance (expectations) which shows that there is an overall gap for all dimensions -0.38 ie the website needs improvement and tends to still not be as expected. The biggest gap is in the Usability dimension with the largest value being -1.07 on USE5 variables, which means that the appearance of this website tends to be unattractive, not in line with expectations, and needs improvement. Then the acquisition of the value of R Square for the variable user satisfaction is 0.61, which means that the value indicates that the variable user satisfaction can be explained by usability, information quality, and service interaction with a value of 67.7%, while the remaining 32.3% is influenced by variables others not found in the research model.

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Measuring Customer Satisfaction toward Localization Website by WebQual and Importance Performance Analysis (Case Study on AliexPress Site in Indonesia)

Cited by 34 publications

References 15 publications

Using Webqual 4.0 and Importance Performance Analysis to Evaluate E-Commerce Website

Using Webqual 4.0 and Importance Performance Analysis to Evaluate E-Commerce Website

Pengaruh Kualitas Website Lembaga Penerbangan Dan Antariksa Nasional Terhadap Kepuasan Pengguna Dengan Metode Webqual

Measuring User Assessments and Expectations: The Use of WebQual 4.0 Method and Importance-Performance Analysis (IPA) to Evaluate the Quality of School Websites

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