Service Excellence Analysis using KANO Model on Tokopedia Case

Ahmad Adli; Ihfan Aditya Ghafur; Muhammad Irfan Luthfi; Sabil Nararya; Muharman Lubis

doi:10.2991/978-94-6463-340-5_20

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Service Excellence Analysis using KANO Model on Tokopedia Case

Authors

Ahmad Adli¹^{, *}, Ihfan Aditya Ghafur², Muhammad Irfan Luthfi³, Sabil Nararya⁴, Muharman Lubis⁵

¹Telkom University, Jl. Telekomunikasi, 40257, Bandung, Indonesia

²Telkom University, Jl. Telekomunikasi, 40257, Bandung, Indonesia

³Telkom University, Jl. Telekomunikasi, 40257, Bandung, Indonesia

⁴Telkom University, Jl. Telekomunikasi, 40257, Bandung, Indonesia

⁵Telkom University, Jl. Telekomunikasi, 40257, Bandung, Indonesia

^*Corresponding author. Email: magisterahmadli@student.telkomuniversity.ac.id

Corresponding Author

Ahmad Adli

Available Online 30 December 2023.

DOI: 10.2991/978-94-6463-340-5_20 How to use a DOI?
Keywords: Tokopedia; KANO Model; Service Excellence
Abstract: Tokopedia is an Indonesian E-Commerce Company which is indeed one of the Indonesian Unicorn Companies that was established on February 6, 2009, with its head office in DKI Jakarta. As of December 2020, Tokopedia claims to have more than 350 million product listings and 42 digital products and serves more than 100 million monthly active users and more than 9.7 million merchants on its platform. With the rapid development of Tokopedia in the field of E-Commerce that made Tokopedia, which was originally a Unicorn, was able to become one of the Decacorns in Indonesia. Currently, Tokopedia is a subsidiary of a new holding company called GoTo after the merger with Gojek on May 17, 2021, so several services previously only available on the Gojek Application are now available on Tokopedia, such as Go-Food, Go-Pay, and several other synergies with Gojek. Based on these factors, we did an actual analysis of how the services provided by Tokopedia are perceived by users. We carry out this analysis using the KANO Model as a reference.
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title: Proceedings of the International Conference on Enterprise and Industrial Systems (ICOEINS 2023)
Series: Advances in Economics, Business and Management Research
Publication Date: 30 December 2023
ISBN: 10.2991/978-94-6463-340-5_20
ISSN: 2352-5428
DOI: 10.2991/978-94-6463-340-5_20 How to use a DOI?
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

ris enw bib

TY  - CONF
AU  - Ahmad Adli
AU  - Ihfan Aditya Ghafur
AU  - Muhammad Irfan Luthfi
AU  - Sabil Nararya
AU  - Muharman Lubis
PY  - 2023
DA  - 2023/12/30
TI  - Service Excellence Analysis using KANO Model on Tokopedia Case
BT  - Proceedings of the International Conference on Enterprise and Industrial Systems (ICOEINS 2023)
PB  - Atlantis Press
SP  - 230
EP  - 238
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-340-5_20
DO  - 10.2991/978-94-6463-340-5_20
ID  - Adli2023
ER  -

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