Analisis Kualitas Layanan Website E-Commerce Berrybenka Terhadap Kepuasan Pengunjung Menggunakan Metode Webqual 4.0 dan Importance Performance Analysis (IPA)

Abstract

E-commerce is use of communication network and computers to carry out business processes. The use of e-commerce in Indonesia is growing rapidly, which could be seen by the increasing number of online shopping sites. This makes e-commerce companies keep trying to provide the best service to attract customers. Berrybenka is one of the largest e-commerce fashion companies in Indonesia and until now Berrybenka continues to provide the best service for its customers. Therefore, it is necessary to analyze the quality of Berrybenka website services based on the user's point of view whether the website is satisfying or not. The analysis is used to determine the factors that affect the quality of website services based on 3 variables webqual 4.0: usability, information quality, and service interaction. The data that were obtained from the questionnaires distribution then be processed using the method of Importance Performance Analysis (IPA) to determine the value of the user's perception and desire of Berrybenka website. The effectiveness of improvement was implemented based on priority recommendation improvement of IPA quadrant analysis results. The results of the analysis showed that Berrybenka website performance is unlike the users expected. It showed by the correspondence value of 94.91% or <100% and the average of gap analysis results -0.0901 or <0. Priority improvements on the Berrybenka website are listed in indicator 11 which is an indicator of quadrant A.

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