移动商务实体与数字产品服务质量比较

2020 International Conference on Information Management and Technology (ICIMTech) Pub Date : 2020-08-01 DOI:10.1109/ICIMTech50083.2020.9211230

Athifa Michel, P. W. Handayani, W. R. Fitriani

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引用次数: 1

摘要

本研究旨在比较印尼的移动服务质量，根据产品类型分为实体产品和数字产品。质量将根据用户的角度来决定，他们将决定在移动商务应用中实施的哪些因素是最好的因素。之所以需要比较服务质量，是因为顾客对他们计划购买的产品有不同的服务期望。采用定量方法，对863名受访者发放了在线问卷，然后使用熵值法对检索到的数据进行分析。结果表明，在实体产品和数字产品中，随时可用的因子能力得分最高。因子产品退货服务是物理产品的最低分，因子客户服务的快速响应是数字产品的最低分。这项研究的结果可以帮助开发人员评估他们的产品，以便他们可以改进他们的服务质量。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Mobile Commerce Service Quality Comparison Between Physical and Digital Product

This study aims to compare mobile service quality in Indonesia based on product type which is divided as physical product and digital product. The quality will be determined based on users' perspective, they will decide which factors that had been implemented in mobile commerce applications are the best factor. The need to compare service quality is because customers have different expectations of service based on the product that they are planning to buy. Using quantitative approach by distributing an online questionnaire for 863 respondents, retrieved data is then analyzed using Entropy method. Results shows that factor ability to be used at any time has the highest score for both physical product and digital product. Factor product return service is the lowest score for physical product and factor fast responsiveness of customer service is the lowest score for digital product. The results from this study can help developers to evaluate their product so they can make improvements to their service quality.

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来源期刊

2020 International Conference on Information Management and Technology (ICIMTech)

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