ANALISIS KUALITAS LAYANAN WEBSITE COTTONINK MENGGUNAKAN METODE WEBQUAL 4.0 DAN E-S-QUAL TERHADAP KEPUASAN PENGGUNA BERDASARAN PERSEPSI PENGGUNA AKHIR (STUDI KASUS PT. DARJANTO SARWONO DESAIN)
| Main Author: | Wulansari, Siti; Universitas Bakrie |
|---|---|
| Format: | Article application/pdf eJournal |
| Bahasa: | ind |
| Terbitan: |
Universitas Bakrie
, 2015
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| Online Access: |
http://journal.bakrie.ac.id/index.php/jurnal_ilmiah_ub/article/view/1397 |
Daftar Isi:
- ANALISIS KUALITAS LAYANAN WEBSITE COTTONINK MENGGUNAKAN METODE WEBQUAL 4.0 DAN E-S-QUAL TERHADAP KEPUASAN PENGGUNA BERDASARAN PERSEPSI PENGGUNA AKHIR (STUDI KASUS : PT. DARJANTO SARWONO DESAIN) Siti Wulansari [1] ABSTRAK Berkembangnya model-model online business, telah merubah budaya pembelian, dari cara yang konvensional menjadi lebih modern, yaitu online shopping. Cottonink merupakan salah satu perusahaan online shop yang memanfaatkan website yang beralamat di www.cottonink.co.id sebagai sarana yang mudah bagi pelanggan dalam berbelanja online. Studi ini dilakukan untuk mengevaluasi kualitas layanan website Cottonink berdasarkan persepsi pengguna akhir yang diukur menggunakan metode WebQual 4.0 dan E-S-Qual, menganalisis tingkat kepuasan pengguna terhadap layanan website, dan mengetahui faktor-faktor kinerja penting apa saja yang harus ditingkatkan dalam memenuhi kepuasan para pengguna website tersebut. Teknik analisis yang digunakan adalah analisis statistik deskriptif melalui uji validitas, uji reliabilitas, WebQual Index (WQI), Importance Performance Analysis (IPA), dan Customer Satisfaction Index (CSI). Pengolahan data dibantu dengan Microsoft Excel dan perangkat lunak IBM SPSS (Statistic Product and Service Solution) versi 22.0. Hasil penelitian menunjukkan, pada skala WebQual Index (WQI), nilai website Cottonink sebesar 0.80 berada dalam kualitas baik (semakin baik jika mendekati nilai 1.00). Pada diagram Kartesius berdasarkan Importance Performance Analysis (IPA), terdapat enam atribut yang menjadi prioritas utama. Secara keseluruhan nilai rata-rata tingkat kepentingan adalah 3.28 dan nilai rata-rata kinerja adalah 3.14 dengan tingkat kesesuaian 95.7 persen. Berdasarkan hasil perhitungan Customer Satisfaction Index (CSI) diperoleh nilai sebesar 0.784 yang mana nilai tersebut berada pada interval nilai 0.66-0.80 yang berarti pelanggan “Puas” dengan layanan yang diberikan di website Cottonink. Kata Kunci: Website, WebQual, WebQual Index (WQI), E-S-Qual, Importance Performance Analysis (IPA), Customer Satisfacion Index (CSI) ANALYSIS OF COTTONINK’S WEBSITE SERVICES QUALITY USING WEBQUAL 4.0 AND E-S-QUAL METHODS TOWARD USER SATISFACTION BASED ON END-USER PERCEPTION (CASE STUDY : PT. DARJANTO SARWONO DESAIN) Siti Wulansari[2]1 ABSTRACT The development of online business models, has changed the culture of the purchase, from the conventional to a more way, i.e., online shopping. Cottonink is one of many online shop companies which utilize website located at www.cottonink.co.id as an easy tool for customers to shop online. This study was conducted to evaluate service quality of its website based on the perception of the end-user satisfaction with the website’s services that is measured using WebQual 4.0 and E-S-Qual methods, and identify important factors of performance which should be improved to meet the satisfaction of end user of that website. The analysis technique used is descriptive statistical analysis through the tests of validity, reliability, WebQual Index (WQI), Importance Performance Index (IPA), and Customer Satisfaction Index (CSI). Data processing was assisted by Microsoft Excel and IBM SPSS (Statistics Products and Service Solution) version 22.0. The results show, on a scale WebQual Index (WQI), the value of Cottonink’s website is 0.80 which are in good quality (better if closer to the value of 1.00). Cartesian diagram based on Importance Performance Analysis (IPA), there are six top priority attributes. 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