Abstract
This study aims to determine the quality of e-commerce services for PT. XYZ Blitar using the Webqual 4.0 method and Importance Performance Analysis (IPA). The population in this study were all consumers of PT. XYZ Blitar. The sampling technique used was purposive sampling with the criteria that consumers had made purchases at PT. XYZ Blitar more than two times and domiciled in Blitar Raya. The number of samples in this study was 100 respondents. The data collection technique uses a questionnaire. The analytical method used is descriptive quantitative. The results of the Webqual 4.0 analysis show that the quality of e-commerce services at PT. XYZ Blitar as a whole is in the good category. The results of the Importance Performance Analysis show that there are several indicators that need to be improved, namely the ease of use of the website, the timeliness of product delivery, and the completeness of product information.
Keywords
e-commerce service quality, Importance Performance Analysis, PT. XYZ Blitar consumers
Full Text
This study aims to determine the quality of e-commerce services for PT. XYZ Blitar using the Webqual 4.0 method and Importance Performance Analysis (IPA). The population in this study were all consumers of PT. XYZ Blitar. The sampling technique used was purposive sampling with the criteria that consumers had made purchases at PT. XYZ Blitar more than two times and domiciled in Blitar Raya. The number of samples in this study was 100 respondents. The data collection technique uses a questionnaire. The analytical method used is descriptive quantitative. The results of the Webqual 4.0 analysis show that the quality of e-commerce services at PT. XYZ Blitar as a whole is in the good category. The results of the Importance Performance Analysis show that there are several indicators that need to be improved, namely the ease of use of the website, the timeliness of product delivery, and the completeness of product information.