E-Commerce Platform Service Improvement of PT. X Based on Multiple Approach Integration

Abstract

The study was conducted at PT X, a service provider that uses an e-commerce platform to enable transactions between buyers, tenants, and property agents using an e-commerce platform. In-depth conversations with the management have led PT X to the realization that it lacks integrated and measurable information on the types of e-commerce platform service functions that need to be addressed in light of the functional and emotional needs of its customers. The study's primary goal is to establish priorities for enhancing the services provided by PT X's e-commerce platform. The study methodology was focused on the integration of several approaches, including Kansei engineering, service blueprints, Kano model, Theory of Inventive Problem Solving (TRIZ), and others. The findings demonstrated that there are one basic functional indicator and three one-dimension functional indicators are the service indicators of PT X's e-commerce platform that need improvement most urgently. Based on the results, improvements to the working mechanism were proposed, such as the development of training modules for employees; offering intensive training programs for employees, improving standard operating procedures, creating work instructions, and perfecting service level agreements and others to address customer complaints about the usage of PT X's e-commerce platform.