Designing A User Interface For Live-Streaming Shopping Feature Based On Integration Of Customer Journey Map And Electronic Service Quality (E-Servqual) In Yogyakarta.

Abstract

Starting from technological advances, all users can be facilitated by online

shopping through several marketplaces, with this marketplace providing features as one of the marketplace marketing strategies. This study used an open and closed questionnaire and obtained 135 respondents and used data from 100 respondents who are domiciled in DI Yogyakarta and then examined using a predetermined method. In this case, it is necessary to measure the level of satisfaction and service quality of these features, by knowing customer expectations and experiences. This study uses Electronic Service Quality and Importance Performance Analysis in calculating service quality measurements and the gap between customer interests and marketplace performance. With these results, a Customer Journey Map was created to get the initial CJM and recommendations for CJM based on the results of the attributes that are in quadrant 1 or quadrant, which is the main priority. The results show that there are 5 dimensions of E-servqual that can be profitable but still have the main priority for improvement based on the IPA quadrant, as well as changes in CJM in all phases but only for some key components.