Ghaisani, Nozomi Alifia (2018) Evaluasi Kualitas Website PT. Metraplasa (Blanja.com) Berdasarkan Kepuasan Pengguna, Kerangka Kerja WebQual 4.0, dan Importance Performance Analysis (IPA). Sarjana thesis, Universitas Brawijaya.
Abstract
Persaingan perusahaan yang bergerak dibidang jual beli online semakin meningkat terutama pada perkembangan e-commerce di Indonesia, mereka berlomba untuk memberikan pelayanan dan kualitas website yang terbaik agar pengguna merasa puas. Blanja.com merupakan salah satu e-commerce yang membantu mempromosikan produk UKM Indonesia ke pasar global. Blanja.com memiliki permasalahan terkait aspek usability, information quality, service interaction quality. Tujuan dari penelitian ini adalah untuk menunjukkan skala prioritas yang muncul kemudian dilakukan penelitian menggunakan pendekatakan kuantitatif. Analisis dilakukan menggunakan variabel pada WebQual 4.0 yaitu usability, information quality, service interaction quality serta variabel user satisfaction. Sedangkan IPA digunakan sebagai analisis berupa analisis kesesuaian, analisis kesenjangan, dan kuadran IPA. Populasi dari penelitian ini adalah total pengguna yang telah memiliki akun Blanja.com (registered member) sebesar 1.700.000 orang kemudian dipilih sampel sebanyak 109 orang dengan menggunakan convenience sampling. Data dikumpulkan dengan kuesioner. Kondisi pada variabel usability, information quality, service interaction quality, dan user satisfaction berada pada kategori tinggi pada tingkat kinerja maupun kepentingan. Indikator transaction and information security berada pada kuadran A (concentrate here). Indikator perfomance, timeliness, purchase satisfaction, dan experience satisfaction berada pada kuadran C (low priority). Rekomendasi yang diberikan untuk penelitian ini yaitu dengan meningkatkan kualitas pada indikator transaction and information security, performance, purchase satisfaction, dan experience satisfaction.
English Abstract
Companies competition that engaged in the field of online trading was increasing especially in the development of e-commerce in Indonesia, they were competing to provide the best service and quality of the website for users to feel satisfied. Blanja.com was one of e-commerce that helps promote Indonesian SME (Small Medium Enterprises) products to the global market. Blanja.com had aspect related issues of usability, information quality, service interaction quality. The purpose of this research is to show the scale of the priorities that appear then conducted research using quantitative approach. The analysis was done using the variable on WebQual 4.0 that is usability, information quality, service interaction quality and user satisfaction variable. While IPA used as an analysis of conformity analysis, GAP analysis, and IPA quadrant. The population of this study is the total number of users who already have Blanja.com account (registered member) of 1.700.000 people and then selected a sample of 109 people by using convenience sampling. Data were collected by questionnaire. Conditions on variable usability, information quality, service interaction quality, and user satisfaction are in high categories at both performance and importance levels. Transaction and information security indicators are in quadrant A (concentrate here). Performance, timeliness, purchase satisfaction, and experience satisfaction indicators are in the C quadrant (low priority). The recommendations given for this research are to improve the quality of transaction and information security, performance, purchase satisfaction, and experience satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTIK/2018/479/051808321 |
| Uncontrolled Keywords: | E-commerce, Kualitas Website, Marketplace, WebQual 4.0, Importance Performance Analysis (IPA) E-commerce, Website Quality, Marketplace, WebQual 4.0, Importance Performance Analysis (IPA) |
| 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: | 25 Mar 2019 07:01 |
| Last Modified: | 21 Oct 2021 02:22 |
| URI: | http://repository.ub.ac.id/id/eprint/162065 |
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