Kesenjangan antara nilai ekspektasi dan aktual konsumer ketika terlibat dalam pengalaman belanja online = The Gaps between consumer perceived and actual value when engaging in online shopping experience
Raden Siti Nabila Widya Renjani;
Adwin Wibisono, supervisor
(Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2015)
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[ ABSTRAK Tujuan dari penelitian ini adalah untuk menelusuri nilai ekspektasi dankenyataan para konsumen online terhadap pengalaman saat belanja online.Komunitas online telah menghadapi masalah dengan kepercayaan dan keamanan.Hasilnya menjadikan konsumen tidak percaya untuk belanja online. Alat ukurmengenai kualitas pelayanan telah digunakan untuk mengukur kesenjanganantara nilai ekspektasi dan kenyataan para konsumen terhadap pengalaman saatbelanja online. Penelitian berdasarkan model SERVQUAL diuji kepada kelompokpenggemar belanja online di Melbourne untuk memahami aspek-aspek yang turutberkontribusi terhadap kesenjangan diantara ekspektasi dan kenyataan parakonsumen. Singkat kata, konsumen online mencari keamanan dan jaminansebagai prioritas utama ketika mereka telibat dengan belanja online. ABSTRACT The purpose of this paper is to explore the perceived and actual value ofonline consumers towards online shopping experience. The problem the onlinecommunity has been dealing with was trust and security. The outcomes of thoseactions were distrusts from consumers to shop online. A measurement of qualityservice is used to measure the gaps between consumer?s perceived and actualvalue towards online shopping experience. A research based on the SERVQUALmodel was conducted to a group of avid online consumers in Melbourne tounderstand which aspect contributes the most to the gap of their expectations andperceptions. In summary, online customers seeks security and assurance as thetop priority when engaging in online shopping experience, The purpose of this paper is to explore the perceived and actual value ofonline consumers towards online shopping experience. The problem the onlinecommunity has been dealing with was trust and security. The outcomes of thoseactions were distrusts from consumers to shop online. A measurement of qualityservice is used to measure the gaps between consumer’s perceived and actualvalue towards online shopping experience. A research based on the SERVQUALmodel was conducted to a group of avid online consumers in Melbourne tounderstand which aspect contributes the most to the gap of their expectations andperceptions. In summary, online customers seeks security and assurance as thetop priority when engaging in online shopping experience] |
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No. Panggil : | MK-PDF |
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Penerbitan : | [Place of publication not identified]: Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2015 |
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No. Panggil | No. Barkod | Ketersediaan |
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MK-PDF | 10-17-337077215 | TERSEDIA |
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Tidak ada ulasan pada koleksi ini: 20416404 |