|
Title:
|
ANALYSIS OF SERVICE QUALITY AND IMPORTANT FEATURES OF PROPERTY WEBSITES IN INDONESIA |
|
Author(s):
|
Achmad Nizar Hidayanto, Widianto Muttaqien Mukhodim, Frisca and Kasiyah M. Junus |
|
ISBN:
|
978-972-8939-77-9 |
|
Editors:
|
Piet Kommers, Tomayess Issa and Pedro Isaías |
|
Year:
|
2012 |
|
Edition:
|
Single |
|
Keywords:
|
E-commerce, service quality, SERVQUAL, property website, property website features |
|
Type:
|
Full Paper |
|
First Page:
|
19 |
|
Last Page:
|
26 |
|
Language:
|
English |
|
Cover:
|
|
|
Full Contents:
|
click to dowload 
|
|
Paper Abstract:
|
Nowadays, there are various property websites that offer information about properties rented or sold in Indonesia. However, most of these websites offer similar features and many customers have difficulties in searching the desired information. The purpose of this research is to analyze the service quality of property websites in Indonesia in order to help website owners in evaluating their websites. The service quality of the websites is measured by adapting the SERVQUAL method which measures the gap between visitors expectation and satisfaction. In addition, considering unique condition of Indonesia and many technology advancements, we also aim to formulate important features of property websites in Indonesia. We disseminated questionnaires to property exhibition events in Jakarta and received 101 valid questionnaires from 204 respondents. The results showed that respondents consider the service quality of the websites is still under their expectation. Moreover, we successfully identified important features of property websites, where some of them are currently not available in property websites in Indonesia. |
|
|
|
|
|
|
