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Research Paper | Information Technology | Indonesia | Volume 6 Issue 3, March 2017 | Popularity: 7 / 10

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Customer Satisfaction Measurement to Online Sales Using Kano Model and Method Service Quality

Ismi Kaniawulan, Sri Suhartini

Abstract: One of the information and communication technologies that growing rapidly to increase service system is using Internet technology. Widespread using of the Internet has impacted on the rise of on-line sales. On-line sales have the same opportunities in order to compete and succeed in business. Ease of online sales technology targeted by the company or an individual to do business with the online sales concept. The interesting phenomenon in Indonesia, the Internet users, especially housewives or student has a creative idea to do business with the online sales concept. Customer satisfaction is the deciding factor of success of online sales technology. This study aims to measure customer satisfaction with online sales, a case study in Purwakarta, West Java, Indonesia. The methodology used is adopting the Kano Model and Method Service Quality. The Results of this research are a result of calculation of the questionnaire and the analysis of measurement results.

Keywords: Customer Satisfaction, Online Sales, Kano Model, Method Service Quality

Edition: Volume 6 Issue 3, March 2017

Pages: 1250 - 1253

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