SHS Web Conf.
Volume 49, 2018International Cooperation for Education about Standardization 2018 (ICES 2018) Conference Joint International Conference with 5th ACISE (Annual Conference on Industrial and System Engineering) and World Standard Cooperation Academic Day
|Number of page(s)||6|
|Section||Standard and Quality|
|Published online||02 October 2018|
Assesing the Electronic Service Quality using E-S-Qual and Importance Performance Analysis Combined Method
Department of Industrial Engineering, Faculty of Engineering, Diponegoro University
Internet is an integral part of any service provider activity which serve millions of users with variety of needs throughout the world. The function of internet is widely used and adapted by companies providing services in the form of business transactions, electronically or by means of e - commerce. The quality of service provided is vital to each company’s success. This case study was conducted in one of the biggest companies engaged in Indonesia’s online shopping business: LAZADA. Assessing the quality of electronic services provided by LAZADA using a combination of E - S - Qual and IPA methods to know the quality of services provided by LAZADA and how customer perceive LAZADA’s service. The result of this study procured E - S - Qual value as 2.5 out of a scale of 5, which shows that a lot of things can still be explored by LAZADA in providing services for the customers. Perceptions or expectations of the customers that have not been fulfilled in LAZADA’s service delivery are: appropriate duration of delivery, the certainty of the number of goods ready for shipment, and out of stock items.
© The Authors, published by EDP Sciences, 2018
This is an open access article distributed under the terms of the Creative Commons Attribution License 4.0 (http://creativecommons.org/licenses/by/4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Current usage metrics show cumulative count of Article Views (full-text article views including HTML views, PDF and ePub downloads, according to the available data) and Abstracts Views on Vision4Press platform.
Data correspond to usage on the plateform after 2015. The current usage metrics is available 48-96 hours after online publication and is updated daily on week days.
Initial download of the metrics may take a while.