{"id":"https://openalex.org/W2525857787","doi":"https://doi.org/10.1109/citsm.2016.7577580","title":"Customer perception mapping analysis of Indonesian e-commerce marketplace sites based on attributes usability, site design, information quality, trust, and empathy (Case study of Tokopedia, Bukalapak, Elevenia, Qoo10, and Rakuten)","display_name":"Customer perception mapping analysis of Indonesian e-commerce marketplace sites based on attributes usability, site design, information quality, trust, and empathy (Case study of Tokopedia, Bukalapak, Elevenia, Qoo10, and Rakuten)","publication_year":2016,"publication_date":"2016-04-01","ids":{"openalex":"https://openalex.org/W2525857787","doi":"https://doi.org/10.1109/citsm.2016.7577580","mag":"2525857787"},"language":"en","primary_location":{"id":"doi:10.1109/citsm.2016.7577580","doi":"https://doi.org/10.1109/citsm.2016.7577580","is_oa":false,"landing_page_url":"https://doi.org/10.1109/citsm.2016.7577580","pdf_url":null,"source":{"id":"https://openalex.org/S4306498271","display_name":"International Conference on Cyber and IT Service Management (CITSM)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2016 4th International Conference on Cyber and IT Service Management","raw_type":"proceedings-article"},"volume":null,"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5045810904","display_name":"Natasha Adellia","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I862893732","display_name":"Telkom University","ror":"https://ror.org/0004wsx81","country_code":"ID","type":"education","lineage":["https://openalex.org/I862893732"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Natasha Adellia","raw_affiliation_strings":["School of Economics and Business, Telkom University, Bandung, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Economics and Business, Telkom University, Bandung, Indonesia","institution_ids":["https://openalex.org/I862893732"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5038015887","display_name":"Adhi Prasetio","orcid":"https://orcid.org/0000-0002-4025-0237","observed_orcids":["https://orcid.org/0000-0002-4025-0237"]},"institutions":[{"id":"https://openalex.org/I862893732","display_name":"Telkom University","ror":"https://ror.org/0004wsx81","country_code":"ID","type":"education","lineage":["https://openalex.org/I862893732"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Adhi Prasetio","raw_affiliation_strings":["School of Economics and Business, Telkom University, Bandung, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Economics and Business, Telkom University, Bandung, Indonesia","institution_ids":["https://openalex.org/I862893732"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I862893732"],"apc_list":null,"apc_paid":null,"fwci":1.9773,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":{"value":0.8632547,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"19","issue":null,"first_page":"1","last_page":"7"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.6625999808311462,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.6625999808311462,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.14830000698566437,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.12770000100135803,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.9120000004768372},{"id":"https://openalex.org/keywords/online-marketplaces","display_name":"online marketplaces","score":0.871999979019165},{"id":"https://openalex.org/keywords/webqual-4-0","display_name":"WebQual 4.0","score":0.8429999947547913},{"id":"https://openalex.org/keywords/usability","display_name":"usability","score":0.7350000143051147},{"id":"https://openalex.org/keywords/site-design","display_name":"site design","score":0.8190000057220459},{"id":"https://openalex.org/keywords/information-quality","display_name":"information quality","score":1.0},{"id":"https://openalex.org/keywords/trust","display_name":"trust","score":0.7839999794960022},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.9629999995231628},{"id":"https://openalex.org/keywords/tokopedia","display_name":"Tokopedia","score":0.8140000104904175},{"id":"https://openalex.org/keywords/bukalapak","display_name":"Bukalapak","score":1.0},{"id":"https://openalex.org/keywords/rakuten","display_name":"Rakuten","score":0.9990000128746033},{"id":"https://openalex.org/keywords/indonesian-e-commerce","display_name":"Indonesian e-commerce","score":0.6639999747276306},{"id":"https://openalex.org/keywords/competitive-positioning","display_name":"competitive positioning","score":0.48899999260902405}],"concepts":[{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.7442101836204529},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5333796739578247},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.527944028377533},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5215468406677246},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5056424140930176},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.4996302127838135},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.476312518119812},{"id":"https://openalex.org/C4237393","wikidata":"https://www.wikidata.org/wiki/Q1636686","display_name":"Web usability","level":3,"score":0.45520997047424316},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4230794906616211},{"id":"https://openalex.org/C78597825","wikidata":"https://www.wikidata.org/wiki/Q484847","display_name":"E-commerce","level":2,"score":0.41173994541168213},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3779713213443756},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.3468300998210907},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.3215596675872803},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.24395734071731567},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.1326407790184021},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.08360365033149719},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/citsm.2016.7577580","doi":"https://doi.org/10.1109/citsm.2016.7577580","is_oa":false,"landing_page_url":"https://doi.org/10.1109/citsm.2016.7577580","pdf_url":null,"source":{"id":"https://openalex.org/S4306498271","display_name":"International Conference on Cyber and IT Service Management (CITSM)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2016 4th International Conference on Cyber and IT Service Management","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"display_name":"Industry, innovation and infrastructure","score":0.49000000953674316,"id":"https://metadata.un.org/sdg/9"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":10,"referenced_works":["https://openalex.org/W1563791530","https://openalex.org/W1572145800","https://openalex.org/W1966166519","https://openalex.org/W1971684258","https://openalex.org/W1977805520","https://openalex.org/W2030617211","https://openalex.org/W2147805788","https://openalex.org/W2910365007","https://openalex.org/W3203574013","https://openalex.org/W6634098953"],"related_works":["https://openalex.org/W2620865501","https://openalex.org/W3033552396","https://openalex.org/W3206070392","https://openalex.org/W7014309246","https://openalex.org/W4392544150","https://openalex.org/W2560175326","https://openalex.org/W7155184771","https://openalex.org/W3129878574","https://openalex.org/W4360602414","https://openalex.org/W4400798244"],"abstract_inverted_index":{"Online":[0],"shopping":[1],"through":[2,74,144],"social":[3],"media":[4],"becomes":[5],"popular":[6],"in":[7,21,27,31,42,51,106],"Indonesia.":[8,32],"It":[9],"was":[10,84,98,150],"a":[11],"challenge":[12,56],"for":[13,48,57,152],"e-commerce":[14,29,39,58,104,175],"sites,":[15],"especially":[16],"online":[17,145,203],"marketplace,":[18],"which":[19,221],"is":[20,60],"the":[22,28,54,70,75,110,127,166,172,183,199,202],"last":[23],"five":[24],"years":[25],"present":[26],"industry":[30],"In":[33,133],"order":[34],"to":[35,62,68,99,160,197,206],"gain":[36],"customer":[37,71,79,91,101,208],"attention,":[38],"marketplace":[40,105,114,176,204],"sites":[41],"Indonesia":[43,107,143],"spent":[44],"billions":[45],"of":[46,95,103,112,130,201,218,223],"rupiah":[47],"advertising":[49],"expenditure":[50],"television.":[52],"However,":[53],"key":[55],"company":[59],"how":[61],"develop":[63],"their":[64,216],"web":[65,76],"site":[66,115,119,226],"presence":[67],"match":[69,207],"perception,":[72],"which,":[73],"site,":[77],"direct":[78],"interaction":[80],"occurs.":[81],"Customer":[82],"perception":[83,102],"very":[85],"important":[86],"because":[87],"it":[88],"affects":[89],"actual":[90],"behavior.":[92],"The":[93,210],"objective":[94],"this":[96],"research":[97],"map":[100],"based":[108],"on":[109,165],"similarity":[111],"each":[113],"and":[116,124,169,192,214,231],"attributes":[117,224],"usability,":[118,225],"design,":[120,227],"information":[121,228],"quality,":[122,229],"trust":[123],"empathy":[125],"as":[126,180,182],"core":[128],"qualities":[129],"Webqual":[131],"4.0.":[132],"total,":[134],"385":[135],"usable":[136],"questionnaires":[137],"were":[138,156,171],"obtained":[139],"from":[140],"respondents":[141],"across":[142],"survey.":[146],"Multidimensional":[147],"Scaling":[148],"(MDS)":[149],"employed":[151],"data":[153],"analysis.":[154],"Data":[155],"collected":[157],"during":[158],"January":[159],"early":[161],"February":[162],"2016.":[163],"Based":[164],"results,":[167],"Tokopedia":[168],"Bukalapak":[170],"most":[173,185],"ideal":[174],"perceived":[177],"by":[178,189],"customers,":[179],"well":[181],"two":[184],"competitive":[186],"companies,":[187],"followed":[188],"Elevenia,":[190],"Qoo10,":[191],"Rakuten.":[193],"This":[194],"result":[195],"suggested":[196],"improve":[198,215],"quality":[200,217],"website":[205,220],"perceptions.":[209],"companies":[211],"should":[212],"evaluate":[213],"theirs":[219],"consist":[222],"trust,":[230],"empathy.":[232]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1}],"updated_date":"2026-10-05T09:50:58.205359","created_date":"2016-10-07T00:00:00"}