Published date: Nov 19 2024

Journal Title: KnE Social Sciences

Issue title: The 1st International Conference on Creative Design, Business and Society (1st ICCDBS) 2023

Pages: 71–81

DOI: 10.18502/kss.v9i32.17427

Dewie Saktia Ardiantonodewie@mb.its.ac.idDepartment of Business Management, Faculty of Creative Design and Digital Business, Institut Teknologi Sepuluh Nopember

Mushonnifun Faiz SugihartantoDepartment of Business Management, Faculty of Creative Design and Digital Business, Institut Teknologi Sepuluh Nopember

Faradilla Swesty Tri RedianaDepartment of Business Management, Faculty of Creative Design and Digital Business, Institut Teknologi Sepuluh Nopember

The market presence of Shopee Food in Indonesia is rather recent as compared to its rival companies. Shopee Food is now implementing an expansion strategy in several regions of Indonesia with the aim of augmenting its consumer base. Service quality holds significant importance in influencing consumer decision-making processes pertaining to online food purchases. The primary objective of this study is to ascertain the fundamental indicators of service quality for Shopee Food and provide appropriate methods to enhance the overall quality of service provided. The present study utilizes the approaches of Importance Performance Analysis (IPA) and House of Quality (HOQ). Consequently, there is a need for improvement in three essential parameters. In addition, the House of Quality employs a set of three measures to generate recommendations for enhancing service quality.As such, organizations have the capacity to make four endeavors in order to enhance the quality of essential services. The primary objective of improving service quality is to address issues and optimize the efficiency of application responses.

Keywords: house of quality, importance performance analysis, online food delivery, service quality

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