An Integrated Model of WebQual 4.0 and SERVQUAL: Answer to the Next Research Call
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Dalam artikel asli WebQual (Barnes dan Vidgen, 2002), penulis menyerukan perbaikan model WebQual mereka. Karena WbQual adalah alat untuk menilai kualitas situs web e-commerce, maka modifikasi harus dilakukan untuk menggunakan WebQual untuk jenis situs web lainnya. Penelitian ini menawarkan model integrasi WebQual dan SERVQUAL untuk memenuhi kebutuhan tersebut. Model terintegrasi menggunakan delapan variabel: kegunaan, desain, informasi, berwujud, daya tanggap, empati, jaminan, dan keandalan. Untuk menguji model tersebut, telah dilakukan metode penelitian kuantitatif. Kuesioner dibuat untuk menilai kualitas situs web perusahaan yang terutama digunakan oleh karyawannya. Ada 124 sampel data yang dapat digunakan untuk analisis. Analisis SEM menggunakan SmartPLS, dan hasilnya menunjukkan bahwa model integrasi dianggap sebagai model yang baik dengan variabel jaminan memiliki skor terendah, sedangkan variabel informasi mendapatkan skor tertinggi. Implikasi dan pelajaran dari studi ini juga dibahas.
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