Perancangan Kebutuhan Pelanggan Terhadap Layanan Penyewaan Gudang Berbasis Website Inaventory Menggunakan Pendekatan Integrasi Electronic Service Quality Dan Model Refined Kano

Aisya Kha’irunisa, Yati Rohayati, Ima Normaliah Kusmayanti

Abstract

Abstrak PT. Insan Agritama Teknologi (Inagri) adalah supplier sayuran online untuk restoran dan industri pengolahan makanan. Inagri mempunyai produk turunan yaitu Inaventory. Inaventory merupakan bagian perusahaan dari Inagri yang bergerak dalam bidang IT Consultant khususnya manajemen pergudangan. Inaventory berencana memperluas jangkauannya dengan membangun penyewaan gudang berbasis online sebagai platform yang mempertemukan pebisnis atau yang membutuhkan gudang dengan penyedia gudang. Dalam mengembangkan layanan Inaventory, media yang digunakan adalah website. Penyewaan gudang berbasis website di Indonesia yang sudah cukup dikenal diantaranya Crewdible, Pakde, Waresix, dan Fullfilled by Lazada namun penyewaan gudang berbasis website yang sudah ada teridentifikasi masih belum memenuhi kebutuhan penggunanya. Dalam hal ini Inaventory akan memanfaatkan kelemahan dari penyewaan gudang berbasis website yang ada untuk membangun layanan penyewaan gudang berbasis website Inaventory. Penelitian ini dilakukan menggunakan pendekatan integrasi Electronic Service Quality dan Refined Kano dengan tujuan untuk mengidentifikasi kebutuhan layanan penyewaan gudang berbasis website. Adapun dimensi Electronic Service Quality yang digunakan yaitu Information Quality, Effeciency, Responsiveness, Security & Privacy, Web Design, dan Ease of Navigation. Dari dimensi tersebut diperoleh 20 atribut kebutuhan layanan penyewaan gudang berbasis website dan diperoleh 11 atribut sebagai True Customer Needs yang harus dikembangkan dan diprioritaskan sebagai tahapan rekomendasi. Kata Kunci: Attribute needs, Electronic Service Quality, Inagri, Inaventory Kano Models, True Customer Needs, Refined Kano, Abstract PT. Insan Agritama Teknologi (Inagri) is an online vegetable supplier for the restaurant and food processing industry. Inagri has a derivative product called Inaventory. Parent is part of the Inagri company which is an IT Consultant specialized in warehousing management. Investment plans to expand by building an onlinebased warehouse as a platform that brings businesses or those who need a warehouse with a warehouse provider. In developing Inaventory services, the media used is the website. Website-based warehouse rentals in Indonesia are already well-known about Crewdible, Pakde, Waresix, and Fullfilled by Lazada but the website-based warehouse rentals that have been identified still do not meet the needs of its users. In this case Inaventory will take advantage of the disadvantages of existing web-based warehouse rentals to build warehouse services based on Inaventory's website. This research was conducted using the integration of Quality Electronic Services and Enhanced Canoeing with the aim of meeting the needs of web-based warehouse rental services. The dimensions of Electronic Service Quality used are Information Quality, Efficiency, Responsiveness, Security & Privacy, Web Design, and Navigation. From these dimensions obtained 20 attributes of web-based warehouse service needs and obtained 11 attributes as True Customer Needs which must be developed and prioritized as the development obtained. Keywords: Attribute needs, Electronic Service Quality, Inagri, Inaventory Kano Models, True Customer Needs, Refined Kano

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