Comparing Tokopedia B2C With Itemku C2C Business Model of Game Voucher Top-Up Service by Integrating Servqual and Kano into HoQ

Ignatius Adrian Syailendra, Adrian (2022) Comparing Tokopedia B2C With Itemku C2C Business Model of Game Voucher Top-Up Service by Integrating Servqual and Kano into HoQ. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

In South-East Asia, Indonesia represents the biggest gaming market potential in terms of future growth trajectory. It is estimated that in 2020 Indonesia contributed to a total of 1.7 billion dollars of gaming revenue. However, it is not only the gaming market that is growing but the gaming publisher and developer also keeps growing. Over the years the gaming developer and publishers have developed multiple business models to create new innovative ways to encourage the customer to spend more on their games. With the evolving game's developer and publisher coupled with the growing gaming market, there is also an increase in demand for purchasing games. There are two ways of purchasing games in Indonesia, using credit cards and using game vouchers. Since there are only 6% of credit cards user in Indonesia it is evidence that the majority of gamers in Indonesia uses game vouchers as a means to purchase games. One of the most popular ways currently to purchase game vouchers is using an online store. Two types of online stores sell game vouchers, one is using the business-to-consumer business model, and the other one is using the consumer-to-consumer business model. By using SERVQUAL, Kano, and integrating SERVQUAL, this research hopes to identify and compare the strength and weaknesses of each platform and their respective business model. House of Quality then used to give improvement suggestions.

Item Type:	Thesis (Other)
Subjects:	H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions:	Faculty of Industrial Technology > Mechanical Engineering > 21201-(S1) Undergraduate Thesis
Depositing User:	Ignatius Adrian Syailendra
Date Deposited:	10 Feb 2022 01:21
Last Modified:	31 Oct 2022 03:59
URI:	http://repository.its.ac.id/id/eprint/93367

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