Customer satisfaction assessment using Webqual and CZIPA

Abstract

The growing number of internet users has led to tremendous growth in e-commerce, a transaction employing the internet or other networks to buy, sell or trade data, goods, or services. Indonesia has currently applied various kinds of e-commerce, where each-commerce attempts to satisfy its users. Therefore, user satisfaction services are believed to provide significantly beneficial impacts for the company. This research aims to develop and improve customer satisfaction in e-commerce; this study specifically utilizes equal and CZIPA. The applied service variables to measure user satisfaction is Webqual and the second evaluation of e-commerce includes CZIPA. This study concludes that the service interaction quality variable requires future improvement by the two e-commerce services.