Analysis The Quality Of Service And Effectiveness E-Commerce Auy Publisher Using The Method E-Servqual
Article Sidebar
Submitted
March 22, 2019
Published
March 22, 2019
Keywords:
-
Service quality, effectiveness, e-commerce, e-servqual, electric service quality
Abstract
This research aims to analyze the quality of the service and the effectiveness of Ecommerce. This research uses a quantitative approach. Data analysis using the pras test test validity and reliability as well as a test of normality. At this stage of the analysis of data with calculations e-servqual will get the service quality level e-Commerce and the calculation of e-Commerce It can also analyze the priority of each service attribute that needs to be fixed or not. The questionnaire will be filled is given to respondents with Nonprobability Sampling technique. This study use 46 participant. The Total value of Electronic Service Quality (TESQ) obtained from the results of the calculation of the gap between perception and expectation is positive, the results obtained are 0226. This means that the customer's expectations of the service e-Commerce in larger AUY Publisher from the Ministry obtained this time, so that the service provided is still not satisfying customers and has not been effective (X2 ).
Full text article
Generated from XML file
References
Daryanto. (2010). Learning, Media: His
Role Is Very Important In Achieving
Learning Objectives. Yogyakarta :
Gaya Media
Fandy, Tjiptono G and Chandra. (2016).
Service, Quality and Satisfaction's
Edition 4. Yogyakarta : Publisher of
Andi.
I Putu Agus Eka Pratam. (2015).
E-Commerce, E-Business, and Mobile
Commerce: Open Source-Based.
Bandung : Publisher of Informatics.
December, John. (1997). The WorldWide
Web 1997 unleashed. US : Indianapolis.
He and Tjuparnah S. (2000). Yooke,
Dictionary Of Scientific Paper. Jakarta
: Earth Revised.
Kuncoro, E. A. and Riduwan. (2007). How
to use and interpret the path analysis.
Bandung : Alfabeta Publisher
MacBride. (1995). Self Study Internet,
Printing HOUSE. Bekasi : Translation
Sugeng Panut.
Nasution. (2010). Integrated quality
management: Total Quality
Manajement. Jakarta : Ghalia.
Strauss, Judy, Adel, E, and Raymond F.
(2003). E-Marketing. Third Edition,
New Jersey: Prentice Hall.
Sugiyono. (2007). Statistics for research.
Bandung : Alfabeta, Publisher.
Yamit, Zulian. (2002). Quality management
products and services. Yogyakarta :
Ekonisia, 2002.
Zeithaml, V. A. Parasuraman, A and l. l.
Berry. (1990). Delivering Quality
Service. New York : The Free Press.
Astuti, d., & Salisah, f. n. (2016). Analysis Of
The Quality Of E-Commerce Services
Towards Customer Satisfaction Using
E-Servqual, 2(1), 44 – 49.
Berisha-shaqiri, A. (2015). Management
Information System and Competitive
Advantage. 6(1). 204–208. https://doi.
org/10.5901/mjss.2015.v6n1p204
Bharati, P., & Tarasewich, P. (2002). Global
perceptions of journals publishing
e-commerce research. Communications
of the ACM, 45(5). https://doi.
org/10.1145/506218.506235
Carey, P. (2001). The Internet And
E-Commerce.https://doi.org/10.1016/
S0140-6736(10)60272-3.
Chandra, A. S. (2014). The influence
of e-Servqual Towards Customer
Satisfaction,Trust, and Repeat Usage
of Mobile Bca Services.
Darmawan, & Chandrataruna. (2009).
The development of E-Commerce in
Indonesia.
Goddess, r. n., & Wardati, i. u. (2013). The
Design Of The System Of Madrasah
Ibtidaiyah Profile Website Creation
The Country Brought In Pacitan.
English Journal on Networking and
Security.
Ghandour, A., Benwell, G., & Deans, K.
(2010). Measuring the performance of
ecommerce websites. Proceedings of
PACIS. 284–295.
Harsono, D., Unardi, J. O. K. O. S., Iantara,
D. E. S. I. B., High, S., Nuclear, T.
(2009). Temperature monitoring with
microcontroller atmega 8 on the local
network,. 415 – 422.
Jiang, J. J., Klein, G., Carr, C. L., Klein,
G., & Carr, C. L. (2002). Measuring
Information System Service Quality:
Servqual From The Other Side. 26(2),
145–166.
Kurniawan, M. B. (2008). The efforts of
improving the services Users Flexi
inSurakarta Using Servqual Gap In Pt.
Telkom Surakarta.
Lestari, S. E. and Mufattahah, s. (2009).
Customer satisfaction and service
quality at the Centre of development
and empowerment of educators and
educational power jakarta, languages
2(2), 176 – 182.
Nemati, B., Gazor, H., Mirashrafi, S. N.,
& Ameleh, K. N. (2012). Analyzing
e-service quality in servicebased
website by E-SERVQUAL.
Management Science Letters, 2,
727–734. https://doi.org/10.5267/j.
msl.2011.12.002
Nogoev, A., Yazdanifard, R., Shahriar, M., &
Behrang, S. (2011). The Evolution and
Development of E-Commerce Market
and E-Cash, 0, 5–10.
Pratama, I. P. A. E. (2015). E-Commerce,
E-Business, and Mobile
Commerce:Open Source-Based.
Publisher Information (Vol. 1).
Rababah, O. M. A., & Masoud, F. A.
(2010). Key Factors for Developing
a Successful E- commerce Website,
https://doi.org/10.5171/2010.763461
Spreng, R. A., & Mackoy, R. D. (1996). An
Empirical Examination of a Model
of Perceived Service Quality and
Satisfaction. Journal of Retailing.
72(2), 201– 214. https://doi.
org/10.1016/S0022-4359(96)90014-7
Zeithaml, V. a., Parasuraman, a., &
Malhotra, a. (2002). Service Quality
Delivery through Web Sites: A
Critical Review of Extant Knowledge.
Journal of the Academy of Marketing
Science, 30(4), 362375.https://doi.
org/10.1177/00920700223691
Role Is Very Important In Achieving
Learning Objectives. Yogyakarta :
Gaya Media
Fandy, Tjiptono G and Chandra. (2016).
Service, Quality and Satisfaction's
Edition 4. Yogyakarta : Publisher of
Andi.
I Putu Agus Eka Pratam. (2015).
E-Commerce, E-Business, and Mobile
Commerce: Open Source-Based.
Bandung : Publisher of Informatics.
December, John. (1997). The WorldWide
Web 1997 unleashed. US : Indianapolis.
He and Tjuparnah S. (2000). Yooke,
Dictionary Of Scientific Paper. Jakarta
: Earth Revised.
Kuncoro, E. A. and Riduwan. (2007). How
to use and interpret the path analysis.
Bandung : Alfabeta Publisher
MacBride. (1995). Self Study Internet,
Printing HOUSE. Bekasi : Translation
Sugeng Panut.
Nasution. (2010). Integrated quality
management: Total Quality
Manajement. Jakarta : Ghalia.
Strauss, Judy, Adel, E, and Raymond F.
(2003). E-Marketing. Third Edition,
New Jersey: Prentice Hall.
Sugiyono. (2007). Statistics for research.
Bandung : Alfabeta, Publisher.
Yamit, Zulian. (2002). Quality management
products and services. Yogyakarta :
Ekonisia, 2002.
Zeithaml, V. A. Parasuraman, A and l. l.
Berry. (1990). Delivering Quality
Service. New York : The Free Press.
Astuti, d., & Salisah, f. n. (2016). Analysis Of
The Quality Of E-Commerce Services
Towards Customer Satisfaction Using
E-Servqual, 2(1), 44 – 49.
Berisha-shaqiri, A. (2015). Management
Information System and Competitive
Advantage. 6(1). 204–208. https://doi.
org/10.5901/mjss.2015.v6n1p204
Bharati, P., & Tarasewich, P. (2002). Global
perceptions of journals publishing
e-commerce research. Communications
of the ACM, 45(5). https://doi.
org/10.1145/506218.506235
Carey, P. (2001). The Internet And
E-Commerce.https://doi.org/10.1016/
S0140-6736(10)60272-3.
Chandra, A. S. (2014). The influence
of e-Servqual Towards Customer
Satisfaction,Trust, and Repeat Usage
of Mobile Bca Services.
Darmawan, & Chandrataruna. (2009).
The development of E-Commerce in
Indonesia.
Goddess, r. n., & Wardati, i. u. (2013). The
Design Of The System Of Madrasah
Ibtidaiyah Profile Website Creation
The Country Brought In Pacitan.
English Journal on Networking and
Security.
Ghandour, A., Benwell, G., & Deans, K.
(2010). Measuring the performance of
ecommerce websites. Proceedings of
PACIS. 284–295.
Harsono, D., Unardi, J. O. K. O. S., Iantara,
D. E. S. I. B., High, S., Nuclear, T.
(2009). Temperature monitoring with
microcontroller atmega 8 on the local
network,. 415 – 422.
Jiang, J. J., Klein, G., Carr, C. L., Klein,
G., & Carr, C. L. (2002). Measuring
Information System Service Quality:
Servqual From The Other Side. 26(2),
145–166.
Kurniawan, M. B. (2008). The efforts of
improving the services Users Flexi
inSurakarta Using Servqual Gap In Pt.
Telkom Surakarta.
Lestari, S. E. and Mufattahah, s. (2009).
Customer satisfaction and service
quality at the Centre of development
and empowerment of educators and
educational power jakarta, languages
2(2), 176 – 182.
Nemati, B., Gazor, H., Mirashrafi, S. N.,
& Ameleh, K. N. (2012). Analyzing
e-service quality in servicebased
website by E-SERVQUAL.
Management Science Letters, 2,
727–734. https://doi.org/10.5267/j.
msl.2011.12.002
Nogoev, A., Yazdanifard, R., Shahriar, M., &
Behrang, S. (2011). The Evolution and
Development of E-Commerce Market
and E-Cash, 0, 5–10.
Pratama, I. P. A. E. (2015). E-Commerce,
E-Business, and Mobile
Commerce:Open Source-Based.
Publisher Information (Vol. 1).
Rababah, O. M. A., & Masoud, F. A.
(2010). Key Factors for Developing
a Successful E- commerce Website,
https://doi.org/10.5171/2010.763461
Spreng, R. A., & Mackoy, R. D. (1996). An
Empirical Examination of a Model
of Perceived Service Quality and
Satisfaction. Journal of Retailing.
72(2), 201– 214. https://doi.
org/10.1016/S0022-4359(96)90014-7
Zeithaml, V. a., Parasuraman, a., &
Malhotra, a. (2002). Service Quality
Delivery through Web Sites: A
Critical Review of Extant Knowledge.
Journal of the Academy of Marketing
Science, 30(4), 362375.https://doi.
org/10.1177/00920700223691
Authors
Paryanti, A. B., & Sumarsid, S. (2019). Analysis The Quality Of Service And Effectiveness E-Commerce Auy Publisher Using The Method E-Servqual. Agregat: Jurnal Ekonomi Dan Bisnis, 3(1), 25–34. Retrieved from https://journal.uhamka.ac.id/index.php/agregat/article/view/3327
Copyright and license info is not available