Pengukuran Kualitas Website Elevenia Menggunakann Webqual 4.0 Dan Importance Performance Annalysis

Johanes Fernandes Andry; Gary Juliawan; Hosea Hosea; Johan Wijaya

doi:10.24114/cess.v4i1.11335

Authors

Johanes Fernandes Andry Universitas Bunda Mulia http://orcid.org/0000-0003-0860-8953
Gary Juliawan Universitas Bunda Mulia
Hosea Hosea Universitas Bunda Mulia
Johan Wijaya Universitas Bunda Mulia

DOI:

https://doi.org/10.24114/cess.v4i1.11335

Keywords:

E-Commerce, WebQual4.0, Importance-Performance Analysis, Pengukuran Kualitas.

Abstract

Elevenia merupakan E-Commerce Customer-to-Customer di Indonesia, didirikan tanggal 1-Maret-2014, dengan kondisinya yang terbilang baru dibanding beberapa kompetitornya, Elevenia harus memiliki kualitas website yang sesuai dengan keinginan penggunanya agar dapat menarik pelanggan maupun mempertahankan pelanggan lamanya. Pada penelitian ini penulis mengukur kualitas website Elevenia menurut pandangan pengguna, menggunakan metode WebQual4.0 dan Importance Performance Analysis, penelitian ini memperlihatkan atribut yang menurut pengguna harus lebih diperhatikan agar memenuhi kebutuhan atau ekspektasi dari kepentingan pengguna. Penggunaan diagram Cartesian berfungsi untuk melakukan Importance Performance Analysis yang berperan penting sebagai tolak ukur kualitas tersebut. Penelitian ini menghasilkan analisa, bahwa website Elevenia sudah memberikan rasa aman dan nyaman saat pengguna melakukan dan menyelesaikan transaksi, namun ada beberapa aspek yang harus diperbaiki dan diperhatikan, seperti mayoritas pengguna merasa bahwa tampilan dari website Elevenia kurang atraktif, dan pengalaman berbelanja mereka yang sedikit tidak begitu baik. Hasil ini dapat digunakan Elevenia sebagai feedback untuk memperbaiki kualitas website Elevenia dimasa mendatang.

Author Biography

Johanes Fernandes Andry, Universitas Bunda Mulia

JF Andry is Senior Lecturer information systems in Universitas Bunda Mulia, jakarta.

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