Integrating e-servqual and kano model to improve adorable projects website service quality

Authors

  • Rahma Fauziyah Telkom University
  • Yati Rohayati Telkom University
  • Boby Hera Sagita Telkom University

DOI:

https://doi.org/10.30656/jsmi.v3i2.1505

Keywords:

E – Servqual, Kano Model, Purchasing Services, Website Quality Services

Abstract

This study aims to determine the classification of attribute needs of purchasing services through the Adorable Projects website by using the integration of e-Servqual and Kano Models. The selection of these objectives is based on the low level of website usage as an online purchasing tool owned by Adorable Projects. The classificati­on activity aims to make it easier for Adorable Projects to make improve­ments to the quality of its website services. Based on the results of data processing, 24 attributes in the must be the category, two attributes in the one-dimensional category, three attributes in the attractive category, and four attributes in the indifferent category. Strategy priority in developing service quality by increasing the diversity of service delivery features and product review features. The integration of e-Servqual and Kano can assist business owners in making strategic decisions related to improving the service quality.

Downloads

Download data is not yet available.

References

[1] H.-M. Chuang, Y.-S. Chen, C.-Y. Lin, and P.-C. Yu, “Featuring the e-service quality of online website from a varied perspective,†Human-centric Comput. Inf. Sci., vol. 6, no. 1, p. 6, Dec. 2016, doi: 10.1186/s13673-016-0058-1.

[2] G. Sharma and W. Lijuan, “The effects of online service quality of e-commerce Websites on user satisfaction,†Electron. Libr., vol. 33, no. 3, pp. 468–485, Jun. 2015, doi: 10.1108/EL-10-2013-0193.

[3] V. DavidaviÄienÄ— and J. TolvaiÅ¡as, “Measuring quality of e-commerce web sites: Case of Lithuania,†Ekon. ir Vadyb., no. 16, pp. 723–729, 2011, available at: https://etalpykla.lituanistikadb.lt/object/LT-LDB-0001:J.04~2011~1367177760859/.

[4] S.-F. Chang et al., “Measuring the Service Quality of E-Commerce and Competitive Strategies,†in Web-Based Services, IGI Global, 2016, pp. 431–450 doi: 10.4018/978-1-4666-9466-8.ch019.

[5] G.-G. Lee and H.-F. Lin, “Customer perceptions of eâ€service quality in online shopping,†Int. J. Retail Distrib. Manag., vol. 33, no. 2, pp. 161–176, Feb. 2005, doi: 10.1108/09590550510581485.

[6] S. Yang, Y. Lu, S. Gupta, and Y. Cao, “Does Context Matter? The Impact of Use Context on Mobile Internet Adoption,†Int. J. Hum. Comput. Interact., vol. 28, no. 8, pp. 530–541, Aug. 2012, doi: 10.1080/10447318.2011.627299.

[7] J. W. Overby and E.-J. Lee, “The effects of utilitarian and hedonic online shopping value on consumer preference and intentions,†J. Bus. Res., vol. 59, no. 10–11, pp. 1160–1166, Oct. 2006, doi: 10.1016/j.jbusres.2006.03.008.

[8] L. Melián Alzola and V. Padrón Robaina, “The impact of preâ€sale and postâ€sale factors on online purchasing satisfaction: a survey,†Int. J. Qual. Reliab. Manag., vol. 27, no. 2, pp. 121–137, Jan. 2010, doi: 10.1108/02656711011014267.

[9] A. Parasuraman, V. A. Zeithaml, and A. Malhotra, “ES-QUAL: a multiple-item scale for assessing electronic service quality,†J. Serv. Res., vol. 7, no. 3, pp. 213–233, Feb. 2005, doi: 10.1177/1094670504271156.

[10] N. K. Fu Tsang, M. T. H. Lai, and R. Law, “Measuring E-Service Quality for Online Travel Agencies,†J. Travel Tour. Mark., vol. 27, no. 3, pp. 306–323, Apr. 2010, doi: 10.1080/10548401003744743.

[11] M. R. Rupiantoro and R. Aurachman, “Analisis Kebutuhan Pelanggan Pada Website En-zy Di Bandung Menggunakan Integrasi E-servqual Dan Model Kano,†in eProceedings of Engineering, 2017, vol. 4, no. 2, pp. 1–9, available at: https://libraryeproceeding.telkomuniversity.ac.id/index.php/engineering/article/view/1208.

[12] A. H. Manyu, A. A. Suhendra, and S. Wulandari, “Rancangan Atribut Website Bearpath Menggunakan Metode Integrasi E-servqual Dan Kano,†in eProceedings of Engineering, 2019, vol. 6, no. 2, pp. 1–9, available at: https://libraryeproceeding.telkomuniversity.ac.id/index.php/engineering/article/view/10949.

[13] N. Ratanasawadwat, “E-Service Attribute Analysis: An Application of Kano’s Model,†J. Econ. Bus. Manag., vol. 3, no. 11, pp. 1076–1079, 2015, doi: 10.7763/JOEBM.2015.V3.337.

[14] M. Blut, N. Chowdhry, V. Mittal, and C. Brock, “E-Service Quality: A Meta-Analytic Review,†J. Retail., vol. 91, no. 4, pp. 679–700, Dec. 2015, doi: 10.1016/j.jretai.2015.05.004.

[15] L. L. Berry, “Relationship marketing of services—growing interest, emerging perspectives,†J. Acad. Mark. Sci., vol. 23, no. 4, pp. 236–245, 1995, doi: 10.1177/009207039502300402.

[16] V. Mummalaneni, J. (Gloria) Meng, and K. M. Elliott, “Consumer Technology Readiness and E-Service Quality in E-Tailing: What is the Impact on Predicting Online Purchasing?,†J. Internet Commer., vol. 15, no. 4, pp. 311–331, Oct. 2016, doi: 10.1080/15332861.2016.1237232.

[17] Y.-C. Chen, Y.-C. Shen, C. T.-Y. Lee, and F.-K. Yu, “Measuring quality variations in e-service,†J. Serv. Theory Pract., vol. 27, no. 2, pp. 427–452, Mar. 2017, doi: 10.1108/JSTP-03-2015-0063.

[18] J. F. Hair, W. C. Black, B. J. Babin, and R. E. Anderson, Multivariate data analysis: Pearson new international edition. Pearson Higher Ed, 2013, available at: Google Scholar.

[19] C. Ahmadi and D. Hermawan, “E-business dan E-commerce,†Penerbit Andi. Jogyakarta, pp. 47–53, 2013, available at: Google Scholar.

[20] B. Busacca and G. Padula, “Understanding the relationship between attribute performance and overall satisfaction,†Mark. Intell. Plan., vol. 23, no. 6, pp. 543–561, Oct. 2005, doi: 10.1108/02634500510624110.

[21] C. Basfirinci and A. Mitra, “A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model,†J. Air Transp. Manag., vol. 42, pp. 239–248, Jan. 2015, doi: 10.1016/j.jairtraman.2014.11.005.

[22] A. Suzianti, N. D. P. Faradilla, and S. Anjani, “Customer Preference Analysis on Fashion Online Shops using the Kano Model and Conjoint Analysis,†Int. J. Technol., vol. 6, no. 5, p. 881, Dec. 2015, doi:10.14716/ijtech.v6i5.1891.

[23] K. C. Tan and T. A. Pawitra, “Integrating SERVQUAL and Kano’s model into QFD for service excellence development,†Manag. Serv. Qual. An Int. J., vol. 11, no. 6, pp. 418–430, 2001, doi: 10.1108/EUM0000000006520.

[24] S. Park and J. L. Nicolau, “Asymmetric effects of online consumer reviews,†Ann. Tour. Res., vol. 50, pp. 67–83, Jan. 2015, doi: 10.1016/j.annals.2014.10.007.

[25] J. Lee, D.-H. Park, and I. Han, “The different effects of online consumer reviews on consumers’ purchase intentions depending on trust in online shopping malls,†Internet Res., vol. 21, no. 2, pp. 187–206, Jan. 2011, doi: 10.1108/10662241111123766.

Downloads

Published

2019-12-31

How to Cite

[1]
R. Fauziyah, Y. Rohayati, and B. H. Sagita, “Integrating e-servqual and kano model to improve adorable projects website service quality”, j. sist. manaj. ind., vol. 3, no. 2, pp. 98–106, Dec. 2019.

Issue

Vol. 3 No. 2 (2019)

Section

Articles

License

All articles in Jurnal Sistem dan Manajemen Industri can be disseminated provided they include the identity of the article and the source of the article Jurnal Sistem dan Manajemen Industri. The publisher is not responsible for the contents of the article. The content of the article is the sole responsibility of the author

Creative Commons License

Jurnal Sistem dan Manajemen Industri is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Crossref
Scopus
Google Scholar
Europe PMC