| Abstrakt: |
Nowadays, the tourism industry is mostly supported by e-services ticketing availability. This service including a web-based form helps anyone to place an order by themselves. This study focuses on the highest traffic rate of e-travel services websites in Indonesia for online flights tickets and hotels. The purpose of this research is to evaluate the quality of e-travel website features based on user satisfaction level using the Usability Testing methods, Fuzzy Kano, and E-servqual methods. The conducted assessment performs using the usefulness, efficiency, defective rate, and ease of use factor. E-servqual was used to assess user satisfaction for 5 dimensions of service quality: assurance, tangibility, reliability, responsiveness & personalization using 26 questions. A link questionnaire was distributed to collecting data needed using social media. About 306 respondents took part in this research. The 40 attributes of the usability questionnaire were analyzed using the Fuzzy Kano Model which is divided into two categories: attractive and indifferent requirements. It resulted customer delight (satisfaction) and customer disgust (dissatisfaction) users for each factor as follow: usefulness (0.409), efficiency (0.447), defective rate (0.398) and ease of use (0.310). Efficiency and defective rate factors have a strong correlation to the level of user satisfaction, while ease of use has a high correlation. These results are compared to the satisfaction level criteria, and it found the ease-of-use factor has the lowest satisfaction value. Therefore, this e-travel website must evaluate whether the existing features are right on target and maximally promote their usefulness aspects to website users. [ABSTRACT FROM AUTHOR] |
