Measuring E-Service Quality & Webqual 4.0 in ICMS Through Kano Method & Importance-Performance Analysis For Development Strategies

DOI

10.2991/978-94-6463-288-0_4How to use a DOI?

Keywords

Importance Performance Analysis; WebQual; KANO; E-Servqual

Abstract

This research focuses on the Palm Oil Company (POC), operating in Indonesia’s palm oil industry, and its implementation of the Integrated Calibration Management System (ICMS) application. The study aims to analyze the quality of the ICMS application and propose alternative solutions based on the quality evaluation. POC utilizes sensors to measure production parameters crucial for product quality, and the ICMS application facilitates the calibration process through functions like documentation, scheduling, and result calculations. However, after eight years of implementation, the application continues to receive complaints, prompting the need for evaluation and improvement. The research employs E-service quality (E-Servqual) and WebQual methods to determine variables and uses Importance Performance Analysis (IPA) and KANO methods to identify priority attributes requiring improvement. The findings suggest that 19 out of 23 attributes need improvement, while 13 should be maintained. The study provides specific attributes in need of improvement or maintenance, highlighting areas such as Privacy (X2.2), Usability Quality (X3.2 and X3.5), Responsiveness (X1.1), and Service Interaction Quality (X5.2 & X5.5) as requiring improvement and Usability Quality (X3.3 & X3.6), Information Quality (X4.1, X4.2, X4.3, X4.4, X4.5 and X4.6), Service Interaction Quality (X5.3, X5.7, and X5.1), Responsiveness (X1.2), and Usability Quality (X3.1) as requiring excellent performance maintenance.

Copyright

© 2023 The Author(s)

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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TY  - CONF
AU  - Billy Hartanto
AU  - Moses Laksono Singgih
PY  - 2023
DA  - 2023/11/19
TI  - Measuring E-Service Quality & Webqual 4.0 in ICMS Through Kano Method & Importance-Performance Analysis For Development Strategies
BT  - Proceedings of the 4th International Conference on Informatics, Technology and Engineering 2023 (InCITE 2023)
PB  - Atlantis Press
SP  - 25
EP  - 38
SN  - 2589-4943
UR  - https://doi.org/10.2991/978-94-6463-288-0_4
DO  - 10.2991/978-94-6463-288-0_4
ID  - Hartanto2023
ER  -