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Using Webqual 4.0 and Importance Performance Analysis to Evaluate E-Commerce Website

Journal of Information Systems Engineering and Business Intelligence · Vol. 5 No. 1 (2019) · pp. 23–31

DOI
10.20473/jisebi.5.1.23-31
ISSN
2443-2555, 2598-6333
Published
2019-04-25
Publisher
Universitas Airlangga
Language
eng

Abstract

Background: The success of E-Business brings the highlight to websites as a tool to interact between company and customer. And recent studies indicate that quality of the website becomes something to be concern for company. Just like Huang pointed out that if company wants to build loyalty from their customer to get customer retention, one of much aspect that has to be noticed is the service quality from website.Objective: This study examines quality of website, such as Lazada. Website that author used in this research, to see what quality that website has and what the importance of that quality has. Methods: This study used Webqual 4.0 methodology to evaluate the website quality and see the importance of that quality using IPA (Importance Performance Analysis) to see how Lazada maintain that user expectations.Results: From three dimension that Webqual 4.0 provide for this research and total of 124 students as sample this research, authors found that all of three has significance result to satisfied customer with specific aspect on facilities, menus and contents from the website.Conclusion: Average respondent from students Bunda Mulia University was satisfied with the facilities, menus and contents in the web both from the value of all respondents and each research variable. The existing results from website user can be used as feedback on evaluation and development of Lazada website to be more accommodating to the wishes and in accordance with the expectations of website users.

Keywords

Collaboration network of the authors

4 authors · 4 co-authorship links

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  • University of Bunda Mulia
  • Different organisations
  • Same organisation
  • Affiliation unknown
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Co-authorOrganisationJoint articles
Margaretha - Mei MeiUniversity of Bunda Mulia1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://e-journal.unair.ac.id/JISEBI/oai, first harvested 29 Okt 2026, last seen 29 Okt 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">Using Webqual 4.0 and Importance Performance Analysis to Evaluate E-Commerce Website</dc:title>
	<dc:creator>Andry, Johanes Fernandes</dc:creator>
	<dc:creator>Christianto, Kevin</dc:creator>
	<dc:creator>Wilujeng, Fuji Rahayu</dc:creator>
	<dc:subject xml:lang="en-US">Webqual 4.0</dc:subject>
	<dc:subject xml:lang="en-US">IPA</dc:subject>
	<dc:subject xml:lang="en-US">Website</dc:subject>
	<dc:subject xml:lang="en-US">E-commerce</dc:subject>
	<dc:subject xml:lang="en-US">Lazada</dc:subject>
	<dc:description xml:lang="en-US">Background: The success of E-Business brings the highlight to websites as a tool to interact between company and customer. And recent studies indicate that quality of the website becomes something to be concern for company. Just like Huang pointed out that if company wants to build loyalty from their customer to get customer retention, one of much aspect that has to be noticed is the service quality from website.Objective: This study examines quality of website, such as Lazada. Website that author used in this research, to see what quality that website has and what the importance of that quality has. Methods: This study used Webqual 4.0 methodology to evaluate the website quality and see the importance of that quality using IPA (Importance Performance Analysis) to see how Lazada maintain that user expectations.Results: From three dimension that Webqual 4.0 provide for this research and total of 124 students as sample this research, authors found that all of three has significance result to satisfied customer with specific aspect on facilities, menus and contents from the website.Conclusion: Average respondent from students Bunda Mulia University was satisfied with the facilities, menus and contents in the web both from the value of all respondents and each research variable. The existing results from website user can be used as feedback on evaluation and development of Lazada website to be more accommodating to the wishes and in accordance with the expectations of website users.</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Airlangga</dc:publisher>
	<dc:date>2019-04-25</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://e-journal.unair.ac.id/JISEBI/article/view/9671</dc:identifier>
	<dc:identifier>10.20473/jisebi.5.1.23-31</dc:identifier>
	<dc:source xml:lang="en-US">Journal of Information Systems Engineering and Business Intelligence; Vol. 5 No. 1 (2019): April; 23-31</dc:source>
	<dc:source>2443-2555</dc:source>
	<dc:source>2598-6333</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://e-journal.unair.ac.id/JISEBI/article/view/9671/7362</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 Authors</dc:rights>
</oai_dc:dc>