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All Journal Jurnal Penyuluhan Jurnal Ilmu Sosial dan Humaniora Jurnal Kawistara : Jurnal Ilmiah Sosial dan Humaniora Panrita Abdi - Jurnal Pengabdian pada Masyarakat Syntax Literate: Jurnal Ilmiah Indonesia Home Economics Journal Jurnal Pengolahan Pangan CARADDE: Jurnal Pengabdian Kepada Masyarakat jurnal ilmiah hospitality International Journal of Economics Development Research (IJEDR) JIIP (Jurnal Ilmiah Ilmu Pendidikan) Jurnal Inovasi Penelitian Akrab Juara : Jurnal Ilmu-ilmu Sosial Jurnal Ilmiah Wahana Pendidikan Jurnal Pengabdian kepada Masyarakat Prosiding Konferensi Nasional PKM-CSR Jurnal Pengabdian Mandiri Media Bina Ilmiah J-ABDIPAMAS (Jurnal Pengabdian Kepada Masyarakat) eProceedings of Applied Science BINA CIPTA eProceedings of Engineering Innovative: Journal Of Social Science Research Community Service Seminar and Community Engagement (COSECANT) Jurnal Pengabdian Masyarakat dan Riset Pendidikan El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Jurnal Kawistara Journal of Ekonomics, Finance, and Management Studies Journal of Tourism, Hospitality and Travel Management (JTHTM)
Dendi Gusnadi
Telkom University
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Journal : Jurnal Kawistara

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Integration Kano Model and E-Servqual to Evaluate Online Travel Agent Services in Bandung 2022 Bethani Suryawardani; Dendi Gusnadi; Astri Wulandari; Dandy Marcelino
Jurnal Kawistara Vol 12, No 3 (2022)
Publisher : Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/kawistara.73937

Abstract

One of the integrated e-commerce models is online ticket selling. Many travel agents sell travel tickets for national or international destinations online through websites; one of them is Tiket.com, a popular travel agency in Indonesia. The intense competition in the internet-based service providing industry has, in fact, motivated this company to meet their customers’ needs and preferences with quality services; the goal is to increase the number of their service users. The purpose of this study is to identify aspects of user requirements by Tiket.com as an online travel agent service that need to be maintained and improved. This study combines two methods of measuring customer satisfaction, namely the Kano model and e-service quality. The identified customer needs, based on Voice of Customer, can be analyzed to increase satisfaction. The results of this study are grouped into the dimensions of e-service quality, i.e. reliability, responsiveness, fulfillment, ease of use, information, security, and efficiency. Using a combination of e-service quality and Kano Model, six attributes of True Customer Needs were acquired; five of them are recommended for improvement and one needs to be developed. Tiket.com are suggested to pay more attention to weak attributes that are included in the must be category because they are fundamental for the company's services. They are also advised to develop weak and strong attributes that are included in the attractive category because they can help the company increase their competitive advantage.
Co-Authors Aliya Alasri Nurrochim Amalia, Nurul Rizky Amar Bhisma Winata Asep Mulyana Astri Wulandari ATIK NOVIANTI Azahra, Fuza Azzahra, Aura Salsabila Baharta, Edwin Bambang Pudjoatmodjo Bethani Suryawardani Bijaksana Prabawa Dadan Nur Ramadan Dandy Marcelino Dandy Marcelino Dedi Mulyadi Dedy Rahman Wijaya Dika Dwi Pandji Dika Dwi Panji Dika Dwi Panji Donni Junipriansa Duniawati Dwi Andi Numantris Dwi Risky Dharius Eva Mardiyana Fanni Husnul Hanifa Fathurrachman, Dhia Firdaus Firyal Adinda Gildaf H Ginting, Cici Diani Hasyim, Muhamad Ardi Nupi Hilman Fauzi, Hilman Intan Sabila Juni Enjelika Agave Manurung Khaerani, Aufalivia Zahira Kinantan, Muhammad Rafi Lanang, Farrellino Lestari, Silvia Novi Magdalena Karismariyanti Marcelino, Dandy Maulana, Dewi Sinta Meilisa, Dian Mochamad Trianto Muhammad Azka Ashidiq Mutia Nurzeha Syawalani Nanda Puspita, Azka Novianti, Shafana Nurlena Nurlena Pagiling Tangkelangi, Tri Rezky Anugrah Pangesthi Hening Hanugrahani Rachmawati Tamara Rahmah, Adhisti Lutfiah Ratna Gema Maulida Ratna Wardani Ratu Ratna Mulyati Karsiwi Rennyta Yusiana Rickman Roedavan Riska Aprilina Riza Taufiq Rizki Yantami Arumsari ROHMAT TULLOH Salsadila Desti Sampurno Wibowo Siska Komala Sari Siti zakiah Sofian Juliansyah Sri Widaningsih Sumarsih, Umi Suryana H Achmad Suryana Suryana Syafina Putri Nisrina Syahilla, Siti Nurhayati Tamara, Rachmawati Tito Pandu Raharjo Trisdiantika, Shafa Adiza Umi Sumarsih Umi Sumarsih Unang Sunarya Vany Octaviany Vellen Rasya Zulsa Adani Widya Sastika Windy Stevani Siahaan Yusfira Rahma