Shafa, Anindya and Ir. Satrio Hadi Wijoyo, S.Si., S.Pd., M.Kom. and Buce Trias Hanggara, S.Kom., M.Kom. (2024) Analisis Kualitas Website E-commerce terhadap Kepuasan Pengguna dengan Metode WebQual 4.0 dan Importance-Performance Analysis (Studi Kasus: Lullaby Luxury LLC). Sarjana thesis, Universitas Brawijaya.
Abstract
Perkembangan teknologi beriringan dengan perubahan perilaku konsumen pada sektor bisnis dan perdagangan berbasis e-commerce. Lullaby Luxury merupakan e-commerce dari Australia yang berfokus pada produk kesehatan. Berdasarkan data dari laporan, terdapat beberapa keluhan dari pengguna aktif Lullaby Luxury terkait situs e-commerce seperti pop-up, objek yang menghalangi konten, dan kualitas web secara keseluruhan. Oleh karena itu, dilakukan penelitian mengenai WebQual 4.0 dan Importance-Performance Analysis (IPA) serta bersifat analitik non-implementatif. Tujuan penelitian adalah mengumpulkan responden untuk mengukur kualitas web berdasarkan persepsi pengguna menggunakan kuesioner. Selain itu, penelitian ini mengidentifikasi empat dimensi untuk mengetahui faktor kepuasan pelanggan, yaitu kualitas penggunaan (Usability), kualitas informasi (Information Quality), dan kualitas layanan interaksi (Service Interaction Quality). Ketiga dimensi utama tersebut menghasilkan penilaian keseluruhan kualitas web, yaitu dimensi keseluruhan (Overall). Hasil penelitian dari penilaian oleh 90 responden menemukan kualitas web Lullaby Luxury belum memenuhi harapan pengguna. Pada dimensi usability, terdapat 4 atribut yang memiliki prioritas perbaikan rendah dengan tingkat ratarata kesesuaian 95% dan kesenjangan 0,19. Selain itu, pada dimensi service interaction quality ditemukan 2 atribut dengan prioritas tinggi dan 1 atribut mempunyai prioritas perbaikan rendah dengan tingkat kesesuaian dimensi 91,33% dan kesenjangan -0,36. Pada dimensi information quality dan overall tidak memerlukan perbaikan karena atribut berada di kuadran II dan IV. Kesimpulan dari penelitian ini adalah website Lullaby Luxury memiliki atribut yang harus diperbaiki yaitu pada atribut usability dan service interaction quality.
English Abstract
The rising of technology developed changes in consumer behaviour in the business and e-commerce sectors. Lullaby Luxury is an e-commerce platfrom from Australia dedicated to sell health products. According to the reports, there have been several complaints from active users of Lullaby Luxury regarding the website, such as pop-ups, obstructing contents, and the overall quality of the website. Therefore, this study was conducted using WebQual 4.0 and ImportancePerformance Analysis (IPA) with an analytical non-implementative research. The purpose of this research was to measure web quality based on user perceptions using questionnaires. In addition, this study identified four dimensions to determine customer satisfaction, the dimensions are usability quality, information quality, and service interaction quality. The three main dimensions produce a new dimension of web quality assessment called overall dimension. The results of this research from the assessment by 90 respondents found that the quality of Lullaby Luxury web has not met user expectations. In the usability dimension, there are 4 attributes that have low priority for improvement with an average level of suitability of 95% and a gap value of 0.19. In addition, the service interaction quality dimension found 2 attributes with high priority and 1 attribute has a low priority with a 91.33% dimensional conformity level and a -0.36 gap value. The overall and information quality dimension however, does not require any improvement because all attributes are in quadrant II and IV. In conclusion, Lullaby Luxury website has attributes that need improvement, spesifically in the areas of usability and service interaction quality.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 052415 |
| Uncontrolled Keywords: | Lullaby Luxury, E-commerce, WebQual 4.0, ImportancePerformance Analysis (IPA)-Lullaby Luxury, E-commerce, WebQual 4.0, ImportancePerformance Analysis (IPA) |
| Divisions: | Fakultas Ilmu Komputer > Teknologi Informasi |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 18 Dec 2024 02:58 |
| Last Modified: | 18 Dec 2024 02:58 |
| URI: | http://repository.ub.ac.id/id/eprint/231549 |
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