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Peningkatan Kualitas Website E-Commerce dengan Integrasi Webqual 4.0 dan Importance Performance Analysis (IPA)

Amardan, Witri (2020) Peningkatan Kualitas Website E-Commerce dengan Integrasi Webqual 4.0 dan Importance Performance Analysis (IPA). Undergraduate (S1) thesis, Universitas Muhammadiyah Malang.

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Abstract

The use of e-commerce in Indonesia is growing rapidly as seen from the increasing number of online buying and selling sites. This study analyzes the quality of fashion e-commerce website is based on user perceptions and expectations to make improvements to the quality of existing services. The research was conducted by integrating the Webqual 4.0 method and Importance Performance Analysis (IPA). This study uses the quantitative methods, in which there are one-hundred-and-ten respondents who participated. The results show that the performance of website service quality is still lacking and does not meet user expectations. Of the three existing dimensions, namely: usability, information quality, and service interaction quality, the results of the suitability level measured based on the level of performance and the level of user interests show that the quality of service interactions have the lowest level of conformity. These findings provide support, so that companies can improve the quality of website services, especially on services that are priority for improvements.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201610140311107
Thesis Advisors: Shanty Kusuma Dewi (0720038201), Dana Marsetiya Utama (0720038601)
Keywords: Webqual 4.0, Importance Performance Analysis (IPA), Usability, Informaton quality, service interaction quality
Subjects: T Technology > T Technology (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering (26201)
Depositing User: 201610140311107 witri
Date Deposited: 25 Nov 2020 07:55
Last Modified: 25 Nov 2020 07:55
URI : http://eprints.umm.ac.id/id/eprint/70734

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