Japrianta, Andry Lesmana (2018) Evaluasi Kualitas Layanan Website Airyrooms.com Dengan Menggunakan Metode Webqual 4.0 dan Importance and Performance Analysis (IPA). Sarjana thesis, Universitas Brawijaya.
Abstract
Perkembangan E-commerce amat pesat khususnya di Indonesia. Airyrooms.com merupakan salah satu E-commerce yang bergerak dibidang transportasi dan perhotelan yang memberikan layanan penjualan secara online. Analisis dilakukan dengan menggunakan beberapa variabel pada Webqual yaitu usability, information quality, dan service interaction quality dengan tujuan mengetahui nilai kualitas layanan pada situs Airyrooms.com dari persepsi pengguna dengan melakukkan analisis desriptif. Sedangkan IPA digunakan sebagai analisis berupa analisis kesesuaian, analisis kesenjangan, dan kuadran IPA. Data didapatkan dengan melakukan penyebaran kuesioner dan didapatkan sampel sebesar 100 responden. Hasil statistik deskriptif menunjukan bahwa variabel usability, information quality, dan service interaction quality berada di antara kategori cukup tinggi hingga tinggi. Hasil analisis kuadran IPA menunjukkan bahwa indikator errors, efficiency, accuracy, dan responsiveness berada pada kuadran “Keep up The Good Work”, indikator learnability dan trust berada pada kuadran “Possible Overkill”, indikator the imaged conveyed to the user, appearance, accessibility, relevance, empathy berada pada kuadran “Lowest Priority”, indikator ease of use and navigation, satisfaction, dan representational berada pada kuadran “Priorities for Improvements”. Dari hasil tersebut rekomendasi perbaikan bagi indikator yang berada pada kuadran “Lowest Priority” dan “Priorities for Improvements” agar indikator tersebut berada dalam kategori “Keep up The Good Work”.
English Abstract
The development of E-commerce was rapid, especially in Indonesia. Airyrooms.com was one of the e-commerce engaged in transportation and hospitality that provides online sales services. The analysis was conducted by using several variables in webqual, namely usability, information quality, and service interaction quality with the aim of knowing the value of service quality at Airyrooms.com site from the user’s perception by doing a descriptive analysis. Meanwhile, IPA was used as an analysis of conformity analysis, gap analysis, and IPA quadrant. The data were obtained by distributing questionnaires and getting the samples of 100 respondents. Descriptive statistical results showed that the variables of usability, information quality, and service interaction quality were among in the categories of high enough to high. The results of IPA quadrant analysis show that the indicators of errors, efficiency, accuracy, and responsiveness were in “Keep up the Good Work” quadrant, the indicators of learnability and trusted were in the "Possible Overkill" quadrant, the indicators of the imaged conveyed to the user, appearance, accessibility, relevance, empathy were in the "Lowest Priority" quadrant, the indicators of the ease of use and navigation, satisfaction, and representational were in the "Priorities for Improvements" quadrant. From these results, recommendations for improvements to the indicators in "Lowest Priority" and "Priorities for Improvements" quadrants, so that the indicator was in the “Keep up The Good Work” quadrant.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTIK/2018/366/051805147 |
| Uncontrolled Keywords: | Airyrooms, Webqual 4.0, Importance Performance Analysis(IPA), Layanan Airyrooms, Webqual 4.0, Importance Performance Analysis(IPA), Service |
| Subjects: | 300 Social sciences > 381 Commerce (Trade) > 381.1 Marketing channels > 381.14 Retail channels by merchandising pattern > 381.142 Teleshopping |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 06 Mar 2019 03:11 |
| Last Modified: | 16 Oct 2021 07:01 |
| URI: | http://repository.ub.ac.id/id/eprint/13439 |
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