ANALYSIS OF CUSTOMER SATISFACTION LEVEL ON E-COMMERCE WEB FASHION PRODUCT

摘要

Nowadays E-commerce becoming essentials especially in tenage life. It has become the most popular business in the world. People around the world could shop between countries in ease. An online shopping website could be the source of success not only because it contains useful information, but also because it displays information in a way that is easily recognizable by its users. To compete with other competitor it is important to find out the effectiveness of a site is by examining users' visual preferences while using web pages. This research is done to find out what customers? preferences by using eye tracking methods and questionnaire method. The two methods are then being compared to find out wether there are any similarities or any cross section within the two. There are several things which are measured; the relation between aspect of information quality; system quality; service quality; user readiness and user satisfaction. The quantitative data are gained through questionnaire and eye tracking test by distributing the questionnaires to online shopping customers. The analysis of data indicated that both research methods using questionnaires and eye tracking are extremely different that they cannot be compared. Apart from that the results of the evaluation of both websites using the method of eye tracking shows that both sites are in accordance with the expectations of the site maker.