APPLYING SERVQUAL, TAM AND IMPORTANCE PERFORMACE ANALYSIS TO EXPLORE USER EXPERIENCE OF SAYURBOX
Keywords:
Serqual, TAM, ImportancePerformanceAnalysis, UserExperience
Abstract
The high disparity in prices of agricultural products between farmers and consumers raises special concerns. The prices paid by consumers are high, while farmers as producers receive low prices. The many distribution chains that must be passed from farmers to consumers are the main cause of this disparity or difference. The phenomenon related to increasing use of Sayurbox is still not accompanied by very good customer satisfaction. Many customers feel disappointed with the quality of the products and services provided by Sayurbox. This research aims to determine the level of service quality of the SayurBox application with the variables contained in Servqual, TAM and IPA. This research variable uses user perceptions and user expectations from five Servqual dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, Empathy and 2 dimensions of the Technology Acceptance Model, namely Perceived Usefulness, Perceived Ease of Use. Data collection was carried out using an online questionnaire containing 24 questions representing the dimensions used. Next, the collected data will be analyzed using the four quadrants of the IPA method to find out management information and service quality strategies. Quadrant 1 Keep Up The Good Work has 9 indicators, Quadrant 2 Possible Overkill has 3 indicators, Quadrant 3 Low Priority has 6 indicators and Quadrant 4 Concentrate Over Here there are 6 indicators. It can be concluded that integrating the Service Quality (Servqual), Technology Acceptance Model (TAM) and Importance Performance Analysis (IPA) methods can provide analysis results related to the user experience of Sayurbox users.
References
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Astuti, D., & Salisah, F. N. (2016). Analisis Kualitas Layanan E-Commerce Terhadap Kepuasan Pelanggan Menggunakan Metode E-Servqual ( Studi Kasus : Lejel Home Shopping Pekanbaru ). Jurnal Rekayasa Dan Manajemen Sistem Informasi, 2(1), 44–49. http://ejournal.uin-suska.ac.id/index.php/RMSI/article/view/1784
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Dewanthi, D. S. (2023). Consumer Behaviour Towards Grocery Online Shopping During Pandemic: Case Study in Sayurbox. Business Economic, Communication, and Social Sciences Journal (BECOSS), 5(1), 13–24. https://doi.org/10.21512/becossjournal.v5i1.8750
Ginanjar, J., & Sukoco, I. (2022). Penerapan Design Thinking Pada Sayurbox. JURISMA : Jurnal Riset Bisnis & Manajemen, 12(1), 70–83. https://doi.org/10.34010/jurisma.v12i1.5078
Handayani, F., & Mustikasari, M. (2021). Quality Assurance of Sayurbox Mobile Application Using Model ISO 25010. International Research Journal of Advanced Engineering and Science, 6(3), 176–180. https://bpmsg.com/ahp/ahp-
Hanifawati, T., & Yudin, C. (2022). Dampak Co-Creation pada Pemasaran Produk Pangan Online Terhadap Loyalitas dengan Mediasi Kepuasan pada Pelanggan Sayurbox. Media Agribisnis, 6(1), 38–49. https://doi.org/10.35326/agribisnis.v6i1.2307
Legowo, R., & Sundjaja, N. (2023). Determinant Factors of Purchase Intentions at Tokopedia in DKI Jakarta: An Integration of TAM and E-Servqual. Binus Business Review, 14(3), 321–330. https://doi.org/10.21512/bbr.v14i3.9690
Ma, P., Yao, N., & Yang, X. (2021). Service Quality Evaluation of Terminal Express Delivery Based on an Integrated SERVQUAL-AHP-TOPSIS Approach. Mathematical Problems in Engineering, 2021. https://doi.org/10.1155/2021/8883370
Maharsi, R., Irianto, H., & Handayani, S. (2022). The effect of perceived value as a mediation of customer satisfaction and repurchase intention on e-commerce during Covid-19. International Conference of Islam and Education, 2(2), 790–799.
Maharsi, R. R., Sugiharti, H. I., & Handayani, M. (2022). Sayurbox Repurchase Intention During Covid-19 Using Theory Planned Behavior. JOURNAL OF LAW & POLITICS A Journal of Vytautas Magnus University, 15(2), 1708–1723. https://doi.org/10.2478/bjlp-2022-001111
Mukhni, A. N., Bisnis, F. E., Telkom, U., Bisnis, M., Informatika, T., Bisnis, F. E., & Telkom, U. (2020). Analisis Kualitas Layanan Platform Online Groceries Menggunakan Text Network Analysis (Studi Kasus: Sayurbox, Tanihub, Tukangsayur.Co, Dan Brambang.Com. EProceedings of Management, 7(2), 5248–5256.
Noer, L. R. (2016). Analisis Peningkatan Kualitas Pelayanan Mahasiswa Magister Manajemen Teknologi Its Surabaya Dengan Metode Servqual Dan Importance Performance Analysis (Ipa). Journal of Research and Technology, 2(1), 35–43. https://doi.org/10.55732/jrt.v2i1.802
Portz, J. D., Bayliss, E. A., Bull, S., Boxer, R. S., Bekelman, D. B., Gleason, K., & Czaja, S. (2019). Using the technology acceptance model to explore user experience, intent to use, and use behavior of a patient portal among older adults with multiple chronic conditions: Descriptive qualitative study. Journal of Medical Internet Research, 21(4). https://doi.org/10.2196/11604
Purwandani, I. (2018). Analisa Tingkat Kepuasan Pengguna Elearning Menggunakan EUCS dan Model Delone and McLean. IJSE – Indonesian Journal on Software Engineering Implementasi, 4(2), 99–106. https://ijse.web.id/jurnal/index.php/ijse/article/view/77/77
Purwandani, I., Oktaviani, N., & Sony, M. (2022). Applying TAM and SERVQUAL to Explore User Experience of MyBEST UBSI. 10(2), 264–272. https://doi.org/10.26418/justin.v10i2.56783
Purwandani, I., Oktaviani Syamsiah, N., Sumanto, & Hariyanto. (2021). Analisa Kualitas Layanan Website Elearning MyBEST UBSI Menggunakan SERVQUAL,. Indonesian Journal of Science, 2(3), 161–173. http://journal.pusatsains.com/index.php/jsi
Purwandani, I., & Syamsiah, N. O. (2020). Analisa Penerimaan dan Penggunaan Teknologi Google Classroom Dengan Technology Acceptance Model (TAM). JARTIKA Jurnal Riset Teknologi Dan Inovasi Pendidikan, 3(2), 247–255. https://doi.org/10.36765/jartika.v3i2.257
Rahayu, F. S., Budiyanto, D., & Palyama, D. (2017). Analisis Penerimaan E-Learning Menggunakan Technology Acceptance Model (Tam) (Studi Kasus: Universitas Atma Jaya Yogyakarta). Jurnal Terapan Teknologi Informasi, 1(2), 87–98. https://doi.org/10.21460/jutei.2017.12.20
Rahmawati, N. A., Suroso, A. I., & Ramadhan, A. (2018). Factors Influencing The Purchase Intention in Online Organic Fruit and Vegetable Stores. Jurnal Manajemen Dan Agribisnis, 15(3), 209–220. https://doi.org/10.17358/jma.15.3.209
Sangkay, R., Sutanto, S., Widiartanto, S. A., & Bernarto, I. (2021). Anteseden Trust Dan Dampaknya Terhadap Intention To Shop Pada Aplikasi Sayurbox. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 8(1), 332–345. https://doi.org/10.35794/jmbi.v8i2.32360
Selviani, A., Saiful, S., & Sari, N. (2021). … Tam Dan Servqual Terhadap Minat Mahasiswa Menggunakan Aplikasi Ipotgo Di Galeri Investasi Universitas Muhamamdiyah Bengkulu. Jurnal Economic Edu, 127–137. http://jurnal.umb.ac.id/index.php/ecoedu/article/view/1363
Sharma, V., Jangir, K., Gupta, M., & Rupeika-Apoga, R. (2024). Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach. International Journal of Information Management Data Insights, 4(2), 100252. https://doi.org/10.1016/j.jjimei.2024.100252
Sihotang, F. P. (2019). Perbandingan Kualitas Layanan Dua Aplikasi Transportasi Online Menggunakan Metode Servqual. JATISI (Jurnal Teknik Informatika Dan Sistem Informasi), 6(2), 147–162. https://doi.org/10.35957/jatisi.v6i2.190
Sumardi, D. H., Andreani, F., Business, P., Manajemen, P. S., Kristen, U., Jl, P., E-mail, S., Penelitian, A.-, Kunci, K., Sikap, P., Tam, M., & Box, S. (2021). PENGARUH PERCEIVED USEFULNESS DAN PERCEIVED EASE OF USE TERHADAP USAGE BEHAVIOR MELALUI INTENTION TO USE PADA KONSUMEN ONLINE SHOP SAYURBOX DI SURABAYA. Agora, 9(1), 1–6. https://publication.petra.ac.id/index.php/manajemen-bisnis/article/view/10970/9743
Susanti, T., & Syamsuar, D. (2022). Integrasi Tam Dan Servqual Untuk Melihat Penerimaan Teknologi Siakad Pada Sekolah Tinggi Teknologi Pagar Alam. Jurnal Teknologi Informasi Mura, 14(2), 112–122. https://doi.org/10.32767/jti.v14i2.1848
Umar. (2022). Komunikasi Pemasaran Terpadu Untuk Niche Market. Jurnal Ilmu Komunikasi, 11(2), 93–105. https://communicationista.wordpress.com/2009/06/03/komunikasi-pemasaran-terpadu/
Vallen, P. U., & Antonio, F. (2022). Antecedents of E-Loyalty and its Impact to Online Repurchase Intention. Jurnal Manajemen Bisnis, 9(1), 183–195. https://doi.org/10.33096/jmb.v9i1.77
Yurindera, N. (2022). Pengaruh Promosi Penjualan Terhadap Online Customer Review serta Dampaknya pada Keputusan Pembelian di Sayurbox. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 8(2), 143–150. https://doi.org/10.35870/jemsi.v8i2.833
Agung, H., Kenny, & Marta, R. F. (2021). Menakar Minat Beli Komunitas He Qi Barat dari Ragam Pemantik Merek SayurBox. Risenologi, 6(1b), 86–96. https://doi.org/10.47028/j.risenologi.2021.61b.254
Al Rasyidi, S. J., Hadi, P., & Colia, R. S. (2022). Application of UTAUT Model To Understand The Purchase Intentions of Sayurbox During The COVID-19 Pandemic. International Journal of Business Studies, 6(SI), 54–61. https://doi.org/10.32924/ijbs.v6i1.215
Astuti, D., & Salisah, F. N. (2016). Analisis Kualitas Layanan E-Commerce Terhadap Kepuasan Pelanggan Menggunakan Metode E-Servqual ( Studi Kasus : Lejel Home Shopping Pekanbaru ). Jurnal Rekayasa Dan Manajemen Sistem Informasi, 2(1), 44–49. http://ejournal.uin-suska.ac.id/index.php/RMSI/article/view/1784
Bryan Anantha, K., & Ketut Seminari, N. (2023). Peran Citra Merek Dalam Memediasi Pengaruh Kualitas Produk Terhadap Niat Beli Ulang Pada E-Commerce Sayurbox di Kota Denpasar. Jurnal Ilmiah Multidisiplin, 2(9), 4142–4149.
Dewanthi, D. S. (2023). Consumer Behaviour Towards Grocery Online Shopping During Pandemic: Case Study in Sayurbox. Business Economic, Communication, and Social Sciences Journal (BECOSS), 5(1), 13–24. https://doi.org/10.21512/becossjournal.v5i1.8750
Ginanjar, J., & Sukoco, I. (2022). Penerapan Design Thinking Pada Sayurbox. JURISMA : Jurnal Riset Bisnis & Manajemen, 12(1), 70–83. https://doi.org/10.34010/jurisma.v12i1.5078
Handayani, F., & Mustikasari, M. (2021). Quality Assurance of Sayurbox Mobile Application Using Model ISO 25010. International Research Journal of Advanced Engineering and Science, 6(3), 176–180. https://bpmsg.com/ahp/ahp-
Hanifawati, T., & Yudin, C. (2022). Dampak Co-Creation pada Pemasaran Produk Pangan Online Terhadap Loyalitas dengan Mediasi Kepuasan pada Pelanggan Sayurbox. Media Agribisnis, 6(1), 38–49. https://doi.org/10.35326/agribisnis.v6i1.2307
Legowo, R., & Sundjaja, N. (2023). Determinant Factors of Purchase Intentions at Tokopedia in DKI Jakarta: An Integration of TAM and E-Servqual. Binus Business Review, 14(3), 321–330. https://doi.org/10.21512/bbr.v14i3.9690
Ma, P., Yao, N., & Yang, X. (2021). Service Quality Evaluation of Terminal Express Delivery Based on an Integrated SERVQUAL-AHP-TOPSIS Approach. Mathematical Problems in Engineering, 2021. https://doi.org/10.1155/2021/8883370
Maharsi, R., Irianto, H., & Handayani, S. (2022). The effect of perceived value as a mediation of customer satisfaction and repurchase intention on e-commerce during Covid-19. International Conference of Islam and Education, 2(2), 790–799.
Maharsi, R. R., Sugiharti, H. I., & Handayani, M. (2022). Sayurbox Repurchase Intention During Covid-19 Using Theory Planned Behavior. JOURNAL OF LAW & POLITICS A Journal of Vytautas Magnus University, 15(2), 1708–1723. https://doi.org/10.2478/bjlp-2022-001111
Mukhni, A. N., Bisnis, F. E., Telkom, U., Bisnis, M., Informatika, T., Bisnis, F. E., & Telkom, U. (2020). Analisis Kualitas Layanan Platform Online Groceries Menggunakan Text Network Analysis (Studi Kasus: Sayurbox, Tanihub, Tukangsayur.Co, Dan Brambang.Com. EProceedings of Management, 7(2), 5248–5256.
Noer, L. R. (2016). Analisis Peningkatan Kualitas Pelayanan Mahasiswa Magister Manajemen Teknologi Its Surabaya Dengan Metode Servqual Dan Importance Performance Analysis (Ipa). Journal of Research and Technology, 2(1), 35–43. https://doi.org/10.55732/jrt.v2i1.802
Portz, J. D., Bayliss, E. A., Bull, S., Boxer, R. S., Bekelman, D. B., Gleason, K., & Czaja, S. (2019). Using the technology acceptance model to explore user experience, intent to use, and use behavior of a patient portal among older adults with multiple chronic conditions: Descriptive qualitative study. Journal of Medical Internet Research, 21(4). https://doi.org/10.2196/11604
Purwandani, I. (2018). Analisa Tingkat Kepuasan Pengguna Elearning Menggunakan EUCS dan Model Delone and McLean. IJSE – Indonesian Journal on Software Engineering Implementasi, 4(2), 99–106. https://ijse.web.id/jurnal/index.php/ijse/article/view/77/77
Purwandani, I., Oktaviani, N., & Sony, M. (2022). Applying TAM and SERVQUAL to Explore User Experience of MyBEST UBSI. 10(2), 264–272. https://doi.org/10.26418/justin.v10i2.56783
Purwandani, I., Oktaviani Syamsiah, N., Sumanto, & Hariyanto. (2021). Analisa Kualitas Layanan Website Elearning MyBEST UBSI Menggunakan SERVQUAL,. Indonesian Journal of Science, 2(3), 161–173. http://journal.pusatsains.com/index.php/jsi
Purwandani, I., & Syamsiah, N. O. (2020). Analisa Penerimaan dan Penggunaan Teknologi Google Classroom Dengan Technology Acceptance Model (TAM). JARTIKA Jurnal Riset Teknologi Dan Inovasi Pendidikan, 3(2), 247–255. https://doi.org/10.36765/jartika.v3i2.257
Rahayu, F. S., Budiyanto, D., & Palyama, D. (2017). Analisis Penerimaan E-Learning Menggunakan Technology Acceptance Model (Tam) (Studi Kasus: Universitas Atma Jaya Yogyakarta). Jurnal Terapan Teknologi Informasi, 1(2), 87–98. https://doi.org/10.21460/jutei.2017.12.20
Rahmawati, N. A., Suroso, A. I., & Ramadhan, A. (2018). Factors Influencing The Purchase Intention in Online Organic Fruit and Vegetable Stores. Jurnal Manajemen Dan Agribisnis, 15(3), 209–220. https://doi.org/10.17358/jma.15.3.209
Sangkay, R., Sutanto, S., Widiartanto, S. A., & Bernarto, I. (2021). Anteseden Trust Dan Dampaknya Terhadap Intention To Shop Pada Aplikasi Sayurbox. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 8(1), 332–345. https://doi.org/10.35794/jmbi.v8i2.32360
Selviani, A., Saiful, S., & Sari, N. (2021). … Tam Dan Servqual Terhadap Minat Mahasiswa Menggunakan Aplikasi Ipotgo Di Galeri Investasi Universitas Muhamamdiyah Bengkulu. Jurnal Economic Edu, 127–137. http://jurnal.umb.ac.id/index.php/ecoedu/article/view/1363
Sharma, V., Jangir, K., Gupta, M., & Rupeika-Apoga, R. (2024). Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach. International Journal of Information Management Data Insights, 4(2), 100252. https://doi.org/10.1016/j.jjimei.2024.100252
Sihotang, F. P. (2019). Perbandingan Kualitas Layanan Dua Aplikasi Transportasi Online Menggunakan Metode Servqual. JATISI (Jurnal Teknik Informatika Dan Sistem Informasi), 6(2), 147–162. https://doi.org/10.35957/jatisi.v6i2.190
Sumardi, D. H., Andreani, F., Business, P., Manajemen, P. S., Kristen, U., Jl, P., E-mail, S., Penelitian, A.-, Kunci, K., Sikap, P., Tam, M., & Box, S. (2021). PENGARUH PERCEIVED USEFULNESS DAN PERCEIVED EASE OF USE TERHADAP USAGE BEHAVIOR MELALUI INTENTION TO USE PADA KONSUMEN ONLINE SHOP SAYURBOX DI SURABAYA. Agora, 9(1), 1–6. https://publication.petra.ac.id/index.php/manajemen-bisnis/article/view/10970/9743
Susanti, T., & Syamsuar, D. (2022). Integrasi Tam Dan Servqual Untuk Melihat Penerimaan Teknologi Siakad Pada Sekolah Tinggi Teknologi Pagar Alam. Jurnal Teknologi Informasi Mura, 14(2), 112–122. https://doi.org/10.32767/jti.v14i2.1848
Umar. (2022). Komunikasi Pemasaran Terpadu Untuk Niche Market. Jurnal Ilmu Komunikasi, 11(2), 93–105. https://communicationista.wordpress.com/2009/06/03/komunikasi-pemasaran-terpadu/
Vallen, P. U., & Antonio, F. (2022). Antecedents of E-Loyalty and its Impact to Online Repurchase Intention. Jurnal Manajemen Bisnis, 9(1), 183–195. https://doi.org/10.33096/jmb.v9i1.77
Yurindera, N. (2022). Pengaruh Promosi Penjualan Terhadap Online Customer Review serta Dampaknya pada Keputusan Pembelian di Sayurbox. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 8(2), 143–150. https://doi.org/10.35870/jemsi.v8i2.833
Published
2024-07-24
How to Cite
Purwandani, I., Syamsiah, N., Rosmia, M., & Nurwahyuni, S. (2024). APPLYING SERVQUAL, TAM AND IMPORTANCE PERFORMACE ANALYSIS TO EXPLORE USER EXPERIENCE OF SAYURBOX. Journal of Innovation And Future Technology (IFTECH), 6(2), 211-222. https://doi.org/10.47080/iftech.v6i2.3406
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