Adila, Amaris Zahwa (2022) An Analysis Of Relation Between Service Quality And User Experience Using E-Servqual Method And User Experience Questionnaire (Case Study: Beauty E-Commerce Application). Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
The beauty market in Indonesia is leading in Asia in terms of annual growth, with the high demand, companies has been trying to adapt to technological advances and is also driven by condition of Covid-19 to move into an online application. Beauty E-commerce application are an effort for companies to appear relevant to the customer by following the customer behaviour, focusing on user experience to increase their quality services. Therefore, this research is aimed to analyse the relation between service quality and user experience in SOCO application by Sociolla, using E-Servqual and User Experience Questionnaire (UEQ) as the variables and provide recommendation with a prioritized attribute according to Kano Model analysis. The result of E-Servqual shows that the highest score is 0,92 from Privacy dimension, no dimension stands above 1. On the UEQ result, the perspicuity is the only aspect that stands below average. The result of multiple regression shows that the data collected through the use of UEQ & E-Servqual were unable to detect the relation between UX & Service Quality, according to F(6,3) = 2.774, P > 0.005, R2 = 77,1%. The equation of multiple regression is Y = -1,993 + 0,959X1 – 0,494X2 + 0,113X3 + 0,084X4 + 0,304X5 – 0,461X6. Based on Kano Model, SOCO is recommended to focus on P2 dimension, as it provides greatest influence to the customer satisfaction.
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Pasar kecantikan di Indonesia memimpin di Asia dalam hal pertumbuhan tahunan, dengan permintaan yang tinggi, perusahaan berusaha beradaptasi dengan kemajuan teknologi dan juga didorong oleh kondisi Covid-19 untuk beralih ke aplikasi online. Aplikasi Beauty E-commerce merupakan upaya perusahaan untuk tampil relevan dengan pelanggan dengan mengikuti perilaku pelanggan, berfokus pada pengalaman pengguna untuk meningkatkan kualitas layanan mereka. Oleh karena itu, penelitian ini bertujuan untuk menganalisis hubungan antara kualitas layanan dan pengalaman pengguna pada aplikasi SOCO oleh Sociolla, dengan menggunakan variabel E-Servqual dan User Experience Questionnaire (UEQ) dan memberikan rekomendasi dengan atribut yang diprioritaskan menurut analisis Model Kano. Hasil E-Servqual menunjukkan bahwa skor tertinggi adalah 0,92 dari dimensi Privacy, tidak ada dimensi yang berada di atas 1. Pada hasil UEQ, hanya aspek yang berada di bawah rata-rata adalah perspicuity. Hasil regresi berganda menunjukkan bahwa data yang dikumpulkan melalui penggunaan UEQ & E-Servqual tidak dapat mendeteksi hubungan antara UX & Service Quality, menurut F(6,3) = 2,774, P > 0,005, R2 = 77, 1%. Persamaan regresi berganda adalah Y = -1,993 + 0,959X1 – 0,494X2 + 0,113X3 + 0,084X4 + 0,304X5 – 0,461X6. Berdasarkan Model Kano, SOCO direkomendasikan untuk fokus pada dimensi P2, karena memberikan pengaruh terbesar terhadap kepuasan pelanggan.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Aplikasi E-Commerce Kecantikan, Kualitas Layanan, E-Servqual, Pengalaman Pengguna, Kuesioner Pengalaman Pengguna, Analisis Model Kano, Beauty E-Commerce Application, Service Quality, E-Servqual, User Experience, User Experience Questionnaire, Kano Model Analysis |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. |
| Divisions: | Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | Mr. Marsudiyana - |
| Date Deposited: | 19 Feb 2026 07:22 |
| Last Modified: | 19 Feb 2026 07:22 |
| URI: | http://repository.its.ac.id/id/eprint/132522 |
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