ANALYSIS OF E-COMMERCE FEATURES USING KANO METHODS

Abstract

E-commerce is an innovative step in marketing electronically. This business electronically is more emphasis on customers in meeting their needs independently. The existence of customers not only as a source of revenue for the sustainability of electronic business activities, but rather as an asset that needs to be managed and maintained. Services in e-commerce can be identified by the features provided within the site. These features can affect customer interest in transactions, so that customers feel satisfied or not with the services provided. Customer satisfaction with services of these features can be measured by Kano methods. The object of this research using various types of e-commerce. Depend on the habit of respondents in using e-commerce.