Assesing the Electronic Service Quality using E-S-Qual and Importance Performance Analysis Combined Method

• Main Authors: Utami Handayani Naniek, Tri Wibowo Agus, Puspita Sari Diana
• Format: Article
• Language: English
• Published: EDP Sciences 2018-01-01
• Series: SHS Web of Conferences
• Online Access: https://doi.org/10.1051/shsconf/20184901014

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.