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Service Excellence Analysis using KANO Model on Tokopedia Case

In: Proceedings of the International Conference on Enterprise and Industrial Systems (ICOEINS 2023)

Author

Listed:
  • Ahmad Adli

    (Telkom University)

  • Ihfan Aditya Ghafur

    (Telkom University)

  • Muhammad Irfan Luthfi

    (Telkom University)

  • Sabil Nararya

    (Telkom University)

  • Muharman Lubis

    (Telkom University)

Abstract

Tokopedia is an Indonesian E-Commerce Company which is indeed one of the Indonesian Unicorn Companies that was established on February 6, 2009, with its head office in DKI Jakarta. As of December 2020, Tokopedia claims to have more than 350 million product listings and 42 digital products and serves more than 100 million monthly active users and more than 9.7 million merchants on its platform. With the rapid development of Tokopedia in the field of E-Commerce that made Tokopedia, which was originally a Unicorn, was able to become one of the Decacorns in Indonesia. Currently, Tokopedia is a subsidiary of a new holding company called GoTo after the merger with Gojek on May 17, 2021, so several services previously only available on the Gojek Application are now available on Tokopedia, such as Go-Food, Go-Pay, and several other synergies with Gojek. Based on these factors, we did an actual analysis of how the services provided by Tokopedia are perceived by users. We carry out this analysis using the KANO Model as a reference.

Suggested Citation

  • Ahmad Adli & Ihfan Aditya Ghafur & Muhammad Irfan Luthfi & Sabil Nararya & Muharman Lubis, 2023. "Service Excellence Analysis using KANO Model on Tokopedia Case," Advances in Economics, Business and Management Research, in: Mahmud Dwi Sulistiyo & Ryan Adhitya Nugraha (ed.), Proceedings of the International Conference on Enterprise and Industrial Systems (ICOEINS 2023), pages 230-238, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-340-5_20
    DOI: 10.2991/978-94-6463-340-5_20
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