Abstract
To better understand the effectiveness of localization across countries, we utilize WebQual method (with dimensions Usability, Information, and Service Interaction) and Importance-Performance Analysis (IPA). A website is a means of providing information, promotion and communication to customers. This study aims to analyze user perception and expectation about quality of a localized website, AliexPress. This site did localization in Indonesia market in the early of 2015. Results were measured by performance (actual) level and importance (hope) level which showed that there is a gap as a whole for all dimensions of - 0.92. The biggest gap is in Usability dimension, - 1.27. Based on this study, AliexPress website has not been able to meet user expectations, especially related to information and services contained on the website. Indicators that need more attention include providing believable information, timely information, relevant information, information at the right level of detail, feels of personal information secure, and feeling confident that goods/services will be delivered as promised. Hopefully this research would be a reference for AliexPress website management in improving service quality to face competition and answer the needs and expectations of user.
Highlights
Information technology is a part of human life today
Quadrant 2: INF2 (Provides believable information), INF3 (Provides timely information), INF4 (Provides relevant information), INF6 (Provides information at the right level of detail), SERV2 (My personal information feels secure), SERV6 (I feel confident that goods/services will be delivered as promised), and OQ (Consumers satisfaction of overall website quality)
Based on results of evaluation AliexPress website using WebQual and Importance-Performance Analysis (IPA), it can be concluded that some quality of AliexPress website does not meet user expectations
Summary
Information technology is a part of human life today. In many areas, technology plays an important role in sup-How to cite this paper: Shia, B.C., Chen, M., Ramdansyah, A.D. and Wang, S. (2016) Measuring Customer Satisfaction toward Localization Website by WebQual and Importance Performance Analysis (Case Study on AliexPress Site in Indonesia). Information technology is a part of human life today. Technology plays an important role in sup-. How to cite this paper: Shia, B.C., Chen, M., Ramdansyah, A.D. and Wang, S. (2016) Measuring Customer Satisfaction toward Localization Website by WebQual and Importance Performance Analysis (Case Study on AliexPress Site in Indonesia). One example of advances in technology today is internet. It has become an integral part of human life in the 21st century. Advances in internet technology have become a symbol of how to communicate freely, without being limited by space, distance and time. Supported by connection costs which are relatively more affordable and unlimited availability of information, internet has become one of the main needs of society in fulfilling all the needs related to the information
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