文章基本信息

标题：Measuring the quality of e-commerce websites using analytical hierarchy process
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作者：Umar Abdul Aziz ; Arif Wibisono ; Amna Shifia Nisafani 等
期刊名称：TELKOMNIKA (Telecommunication Computing Electronics and Control)
印刷版ISSN：2302-9293
出版年度：2019
卷号：17
期号：3
页码：1202-1208
DOI：10.12928/telkomnika.v17i3.12228
出版社：Universitas Ahmad Dahlan
摘要：Improving website quality for e-commerce website is indispensable since it affects customer satisfaction. There are several aspects of website quality that should be considered. Unfortunately, what criteria that should be prioritized is still under research. This research aims to identify the priority of website quality criteria and incorporate these criteria to measure the quality of ten e-commerce websites in Indonesia using Analytical Hierarchical Process (AHP). This study interviews two experts to assign priority for each criterion. In the end, this study has found that availability is the uttermost aspect to consider. Furthermore, this study also found that OLX.com is the best Customer-to-Customer (C2C) e-commerce in Indonesia in terms of website quality. This research is useful for any e-commerce technical developer to improve his/her website in twofold: 1) criteria priority to improve the quality of C2C e-commerce websites and 2) website quality ranking of C2C e-commerce.
其他摘要：Improving website quality for e-commerce website is indispensable since it affects customer satisfaction. There are several aspects of website quality that should be considered. Unfortunately, what criteria that should be prioritized is still under research. This research aims to identify the priority of website quality criteria and incorporate these criteria to measure the quality of ten e-commerce websites in Indonesia using Analytical Hierarchical Process (AHP). This study interviews two experts to assign priority for each criterion. In the end, this study has found that availability is the uttermost aspect to consider. Furthermore, this study also found that OLX.com is the best Customer-to-Customer (C2C) e-commerce in Indonesia in terms of website quality. This research is useful for any e-commerce technical developer to improve his/her website in twofold: 1) criteria priority to improve the quality of C2C e-commerce websites and 2) website quality ranking of C2C e-commerce.
关键词：C2C e-commerce;channel analysis;customer satisfaction;customer relationship management