Model Kualitas e-Service dengan Pendekatan Meta-Etnografi
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Abstrak
Penelitian ini bertujuan untuk mengusulkan model e-service quality berdasarkan model (best practice) yang ada saat ini. Model e-service quality telah dikembangkan oleh sejumlah peneliti namun masih tersebar dan belum ada kesepakatan atau konsesus terhadap model khususnya dimensi didalamnya. Bahkan mode e-service quality yang ada saat ini mempunyai beberapa dimensi namun cenderung mengabaikan dimensi dan item dari model (best practice) yang lain sehingga tidak diperoleh suatu model yang bersifat generik. Oleh karena itu dalam penelitian ini dilakukan studi dengan metode systematic review khususnya pendekatan kualitatif meta-etnografi dengan mereview berbagai studi terkait model e-service quality dari berbagai artikel jurnal dan conference untuk kemudian dilakukan proses sintesa. Meta-ethnography sebagai bagian dari metode systematic review merupakan teknik mengintegrasikan data lintas studi untuk mendapatkan teori maupun konsep baru dengan tingkat pemahaman yang lebih mendalam dan menyeluruh. Hasil penelitian menunjukkan model e-service quality yang terdiri dari 20 dimensi pengukuran yang terbagi atas perspektif organisasi (15 dimensi) dan perspektif pelanggan (5 dimensi). Dari segi praktis, model yang dihasilkan dapat digunakan untuk membantu organisasi dalam mengevaluasi dan meningkatkan kualtias layanan berbasis elektroni (e-service quality).
Rincian Artikel
Jurnal IPTEK-KOM menggunakan kebijakan akses terbuka. Syarat yang harus dipenuhi oleh Penulis sebagai berikut:
- Penulis menyimpan hak cipta dan memberikan jurnal hak penerbitan pertama naskah secara simultan dengan lisensi di bawah Creative Commons Attribution License yang mengizinkan orang lain untuk berbagi pekerjaan dengan sebuah pernyataan kepenulisan pekerjaan dan penerbitan awal di jurnal ini.
- Penulis bisa memasukkan ke dalam penyusunan kontraktual tambahan terpisah untuk distribusi non ekslusif versi kaya terbitan jurnal (contoh: mempostingnya ke repositori institusional atau menerbitkannya dalam sebuah buku), dengan pengakuan penerbitan awalnya di jurnal ini.
- Penulis diizinkan dan didorong untuk mem-posting karya mereka online (contoh: di repositori institusional atau di website mereka) sebelum dan selama proses penyerahan, karena dapat mengarahkan ke pertukaran produktif, seperti halnya sitiran yang lebih awal dan lebih hebat dari karya yang diterbitkan. (Lihat Efek Akses Terbuka).
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