HOTEL-PRODUCT PERCEIVED QUALITY: A CASE STUDY OF CITY HOTELS IN VOJVODINA (SERBIA) - A FACTOR ANALYSIS

Over the past two decades, many researchers, as well as hotel management, conducted surveys on visitor satisfaction with service quality of hospitality products. However, there is a lack of investigation of the perceived quality of hotels products in Vojvodina whose economy is still in the stage of adjustment to the new economic conditions due to the transition and ownership transformation. Thus, the aim of this study is to identify all the specific factors of hotel product and to point out the necessity of strengthening them in order to reach the level of satisfaction of customers of services provided. Data were collected from a sample of guests staying at various city hotels in Vojvodina (Serbia), rated with 1 up to 5 stars. Two types of analyses were performed to reach this objective: the exploratory factor analysis (EFA) and after that, the one-way analysis of variance (One-way ANOVA) with the view of determining a substantive effect of factors in different hotel categories. The paper identifies five major attributes as the most influential factors of the hotel product quality, i.e. front office services, employees, hotel facilities, restaurant service and the location of facilities. The discussion of findings leads to some suggestions on how to reach the hotel-product improvement and the specialization of hotels.

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Evaluación de la calidad percibida de los programas de voluntariado deportivo universitario al contexto mexicano, caso: Universiada Nacional.

Cuadernos de Psicología del Deporte ◽

10.6018/cpd.469711 ◽

2021 ◽

Vol 21 (2) ◽

pp. 174-182

Author(s):

Raquel Morquecho-Sánchez ◽

Verónica Morales-Sánchez ◽

Oswaldo Ceballos Gurrola ◽

Antonio Pineda Espejel ◽

Jorge Zamarripa Rivera

Keyword(s):

Factor Analysis ◽

Continuous Improvement ◽

Perceived Quality ◽

Volunteer Work ◽

Statistical Software ◽

Confirmatory Factor ◽

Volunteer Programs ◽

The University ◽

Personal Assessment

Resumen El objetivo de la presente investigación es validar una herramienta que permita evaluar la calidad percibida de los programas del voluntariado universitario al contexto deportivo mexicano. Para el análisis de los datos se utilizó el software estadístico SPSS v.22 y el programa LISREL 8.8. Se realizaron los análisis de consistencia interna, análisis factorial exploratorio (AFE) y análisis factorial confirmatorio (AFC) con dos muestras distintas. El instrumento utilizado fue el QVOLSPORT mx, el cual está compuesto por 49 ítems y 6 factores: 1. Organización del voluntariado, 2. Responsables de área, 3. Tareas específicas del área, 4. Logística, 5. Instalación y materiales y 6.Valoración personal. El muestreo fue intencional por conveniencia, los participantes son voluntarios deportivos universitarios de la Universiada Nacional del año 2017 y 2019 de ambos géneros. Se aplicó a una muestra de 778 participantes distribuida en 378 participantes en la Universiada del año 2017, donde 252 fueron hombres y 126 mujeres, mientras que para la Universiada del año 2019 participaron 400, donde 238 son hombres y 162 mujeres, con un rango de edad entre 18 y 31 años (M = 21.18). Los resultados mostraron que el Alfa de Cronbach por factores está por encima de .70; los indicadores de pertinencia fueron adecuados, los 6 factores obtenidos explican el 59.60% de la varianza total. Los índices de ajuste y de error son satisfactorios, CFI = 0.982, NNFI= 0.981 y RMSEA = 0.057, por lo que el modelo ajusta. Se concluye que el instrumento QVOLSPORT mx, presenta propiedades psicométricas adecuadas y atiende a las necesidades del voluntariado deportivo de la comunidad universitaria, posibilitando una mejora continua en los programas de voluntariado deportivo. Se confirma que el instrumento es válido para evaluar la calidad percibida en los programas del voluntariado deportivo universitario al contexto deportivo mexicano. Abstract The objective of this research is to validate a tool that allows evaluating the perceived quality of university volunteer programs in the Mexican sports context. For data analysis, the statistical software SPSS v.22 and the LISREL 8.8 program were used. The internal consistency analyzes, exploratory factor analysis (AFE) and confirmatory factor analysis (AFC) were performed with two different samples. The instrument used was the QVOLSPORT mx, which is composed of 49 items and 6 factors: 1. Organization of the volunteer work, 2. Person in charge of the area, 3. Specific tasks of the area, 4. Logistics, 5. Installation and materials and 6. Personal assessment. The sampling was intentional for convenience, the participants are university sports volunteers of the National Universiade of the year 2017 and 2019 of both genders. It was applied to a sample of 778 participants distributed in 378 participants in the 2017 Universiade, where 252 were men and 126 women, while for the 2019 Universiade 400 participated, where 238 were men and 162 women, with a range of age between 18 and 31 years (M = 21.18). The results showed that Cronbach's Alpha by factors is above .70; the indicators of relevance were adequate, the 6 factors obtained explain 59.60% of the total variance. The fit and error indices are satisfactory, CFI = 0.982, NNFI = 0.981 and RMSEA = 0.057, so the model fits. It is concluded that the QVOLSPORT mx instrument has adequate psychometric properties and meets the needs of sports volunteering in the university community, enabling continuous improvement in sports volunteering programs. It is confirmed that the instrument is valid to evaluate the perceived quality of university sports volunteering programs in the Mexican sports context. O objetivo desta pesquisa é validar uma ferramenta que permite avaliar a qualidade percebida dos programas de voluntariado universitário no contexto esportivo mexicano. Para a análise dos dados, foram utilizados os softwares estatísticos SPSS v.22 e LISREL 8.8. As análises de consistência interna, análise fatorial exploratória (AFE) e análise fatorial confirmatória (AFC) foram realizadas com duas amostras diferentes. O instrumento utilizado foi o QVOLSPORT mx, que é composto por 49 itens e 6 fatores: 1. Organização do trabalho voluntário, 2. Responsável pela área, 3. Tarefas específicas da área, 4. Logística, 5. Instalação e materiais e 6. Avaliação pessoal. A amostragem foi intencional por conveniência, os participantes são voluntários do esporte universitário da Universiade Nacional dos anos de 2017 e 2019 de ambos os sexos. Foi aplicado a uma amostra de 778 participantes distribuídos em 378 participantes na Universiade 2017, sendo 252 homens e 126 mulheres, enquanto na Universiade 2019 participaram 400, sendo 238 homens e 162 mulheres, com faixa etária entre 18 e 31 anos (M = 21,18). Os resultados mostraram que o Alfa de Cronbach por fatores está acima de 0,70; os indicadores de relevância foram adequados, os 6 fatores obtidos explicam 59,60% da variância total. Os índices de ajuste e erro são satisfatórios, CFI = 0,982, NNFI = 0,981 e RMSEA = 0,057, então o modelo se ajusta. Concluise que o instrumento QVOLSPORT mx apresenta propriedades psicométricas adequadas e atende às necessidades do voluntariado esportivo na comunidade universitária, possibilitando a melhoria contínua nos programas de voluntariado esportivo. Confirmase que o instrumento é válido para avaliar a qualidade percebida de programas de voluntariado esportivo universitário no contexto esportivo mexicano.

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Customer Satisfaction using Mobile Telecommunications Services: An Empirical Research at Mobifone Quang Binh Branch, Vietnam

International Journal of Recent Technology and Engineering - 2 ◽

10.35940/ijrte.f8371.038620 ◽

2020 ◽

Vol 8 (6) ◽

pp. 2825-2831

Keyword(s):

Factor Analysis ◽

Customer Satisfaction ◽

Mobile Service ◽

Mobile Telecommunication ◽

Mobile Telecommunications ◽

Telecommunication Services ◽

Level Of Satisfaction ◽

Confirmatory Factor ◽

Telecommunications Services

The objective of this study is to measure the level of satisfaction and analyze the factors that affect customer satisfaction using mobile telecommunication services. The authors have built a model to assess customer satisfaction using MobiFone mobile telecommunications services, and test the research hypotheses about the relationship between components of mobile service quality to Customer satisfaction case at MobiFone Quang Binh branch. The study used descriptive statistical analysis, exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) with data collected from 800 customers. The research results show that the flexibility, assurance and tangible have a significant influence on customer satisfaction with the quality of services and products. Finally, the article proposes solutions to improve the quality of product services of businesses in Vietnam.

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Perceived Quality in Sports Centers in Southern Spain: A Case Study

Sustainability ◽

10.3390/su11143983 ◽

2019 ◽

Vol 11 (14) ◽

pp. 3983 ◽

Cited By ~ 4

Author(s):

Alfonso Castillo-Rodriguez ◽

Wanesa Onetti-Onetti ◽

José Luis Chinchilla-Minguet

Keyword(s):

Customer Loyalty ◽

User Satisfaction ◽

Perceived Quality ◽

Measuring Instruments ◽

Level Of Satisfaction ◽

Center Activity ◽

Different Dimensions ◽

The City

The aim of this study was to analyze the level of satisfaction in three municipal sports centers in the city of Malaga and to learn and analyze the characteristics of users older than 40 years of age in these centers. A total of 303 persons (123 men and 180 women) from three sports centers in the city of Malaga participated in this study (M = 58.14, SD = 7.16 years). The Evaluation of Perceived Quality in Sports Services test (CECASDEP) was used, and the results demonstrated that the different dimensions studied—sports center, activity space, locker rooms, program of activities, and trainer—were very positively correlated. The level of customer loyalty increased with user satisfaction and perceived quality of services as well as the age of the person. Users were also found to be more motivated to take part in physical activities due to greater satisfaction. The highest scores were given to the trainers, who played a key role in all three sports centers. In conclusion, we gathered important insights into perceived quality in different sports centers. This information can be used by sports managers to strengthen dimensions with lower scores and improve those with higher scores. In addition, the study confirms that the level of customer loyalty is related to the perceived quality scores. Therefore, the use of measuring instruments is recommended to optimize the quality of sports services.

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Factor analysis of a sleep evaluation questionnaire

Psychological Medicine ◽

10.1017/s0033291700014379 ◽

1978 ◽

Vol 8 (2) ◽

pp. 325-329 ◽

Cited By ~ 141

Author(s):

A. C. Parrott ◽

I. Hindmarch

Keyword(s):

Factor Analysis ◽

Comparative Effectiveness ◽

Rating Scale ◽

Early Morning ◽

Perceived Quality ◽

Quality Of Sleep ◽

Evaluation Questionnaire ◽

Waking State ◽

Hypnotic Drugs

SYNOPSISA self-completion sleep evaluation questionnaire (SEQ), consisting of 10 cm line analogue rating scale questions, was constructed to investigate subjects' responses to aspects of sleep and early morning behaviour. The questions were grouped into 4 chronological areas: the ease of getting to sleep (GTS), the perceived quality of sleep (QOS), the ease of awakening from sleep (AFS), and the integrity of early morning behaviour following wakefulness (BFW). Five hundred and one SEQs were completed during several investigations into the comparative effectiveness of hypnotic drugs. The classical factor analysis produced 4 factors which corresponded to the 4 aspects of sleep and early morning behaviour listed above. The GTS and QOS factors were positively correlated (+ 0·57), as were the AFS and BFW factors (+ 0·48). The 2 sleeping state factors (GTS and QOS) were orthogonal to the 2 waking state factors (AFS and BFW).

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The political representation cycle and citizen satisfaction with the Democratic process

10.32469/10355/46884 ◽

2015 ◽

Author(s):

◽

Joshua Norberg

Keyword(s):

Political Institutions ◽

Political Party ◽

Political Representation ◽

Individual Characteristics ◽

Strong Impact ◽

Satisfaction With Democracy ◽

Level Of Satisfaction ◽

The Government ◽

The One

This project investigates how citizens in advanced industrial democracies evaluate their democratic institutions. Previous literature has focused on the role of either individual characteristics - personal economic conditions, whether a voter identifies with a winning political party, etc. - or institutional structures to determine what drives the level of satisfaction with democracy in a country. The former explanations are unable to account for systematic differences across countries, while the latter explanations are unable to account for rapid year-to-year shifts in satisfaction or the variation in satisfaction within system types. Instead, I argue that electorates across all types of democracies primarily desire one thing: political representation. In this dissertation I argue that the quality of the connections between voters and political parties, on the one hand, and voters and the government on the other, is crucial to understanding why some individuals are more satisfied with their political institutions than others. I find that as the quality of the connection between a voter and their party decreases, the likelihood that they will be satisfied with their democracy decreases accordingly. Moreover, I find that the quality of this connection conditions the positive effect of selecting a winning political party. Finally, I find that the way a government terminates - whether by regular elections or conflict between government parties - has a strong impact on the level of satisfaction in a country.

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CALIDAD PERCIBIDA Y CALIDAD ESPERADA POR LOS ESTUDIANTES DE LAS INSTITUCIONES EDUCATIVA EMBLEMÁTICAS DE HUAMANGA - AYACUCHO./PERCEIVED QUALITY AND EXPECTED QUALITY BY STUDENTS OF THE PRESTIGIOUS EDUCATIONAL INSTITUTIONS OF HUAMANGA-AYACUCHO

LOGOS ◽

10.21503/log.v1i1.346 ◽

2014 ◽

Vol 1 (1) ◽

Author(s):

Mg. Víctor Hugo Pillaca Valdez

Keyword(s):

Educational Institution ◽

Perceived Quality ◽

Mean Difference ◽

Point Of View ◽

General Nature ◽

Educational Institutions ◽

Measuring Instruments ◽

The One ◽

The Relationship

RESUMEN El propósito de esta investigación es estudiar la relación existente entre la calidad percibida y la calidad esperada desde las percepciones de los estudiantes en cuatro instituciones educativas de Huamanga, Ayacucho. Se realizó un análisis descriptivo correlacional y comparativo de medias con la finalidad de determinar, primero, si existía relación entre las variables. En segundo lugar, verificar si se producían diferencias significativas entre las mismas. El análisis correlacional nos permitió identificar procesos o patrones existentes en el mundo de las percepciones con respecto a la relación entre las variables; así como el análisis de diferencia de medias nos proporcionó evidencias de la evaluación general de la calidad del servicio educativo que se brinda en dichas instituciones. El estudio fue realizado a dos niveles: el general, considerando las cuatro instituciones educativas como grupo y el desagregado, por cada institución educativa. La muestra estuvo conformada por 339 estudiantes, correspondientes a cuatro instituciones educativas emblemáticas de la ciudad de Huamanga, Ayacucho. Los instrumentos de medición de las variables calidad percibida y calidad esperada, presentan una fuerte confiabilidad y cada uno de sus ítems muestra una alta consistencia interna. Descriptivamente, los resultados muestran que, para el 54% de los estudiantes encuestados, la calidad percibida es menor o igual que la media y para el 46% la calidad percibida es alta o muy alta. Respecto a la calidad esperada, el 27.2% espera una calidad baja o media, mientras que el 72.8% espera que sea alta o muy alta. En otras palabras, más de la mitad percibe una calidad baja o igual a la media y casi tres cuartas partes esperan una mejor calidad de la que están recibiendo. Por otro lado, en la evaluación de la calidad general del servicio (calidad percibida menos calidad esperada) se encuentra que para el 71% de estudiantes, la calidad es deficiente, ya que no llegan a percibirla como esperan, mientras que para el 29% la calidad es buena o excelente porque obtienen una calidad igual o que excede lo esperado. Desde el punto vista inferencial, se demuestra que existe una correlación moderada, positiva y significativa entre las variables calidad percibida y esperada. Sin embargo, al analizar dividiendo al grupo en valoraciones de la calidad percibida sobre y bajo la media, se encuentra que no existe correlación significativa entre las dos variables en el caso de estudiantes que valoran por debajo de la media. Por otro lado, existe correlación positiva y significativa en el grupo de los alumnos que valoran por sobre la media. Este dato tiene enormes implicancias para los procesos de mejoramiento de la calidad. La diferencia de medias entre las variables es altamente significativa y con mayor valor hacia lo esperado que a lo percibido. Esto implica que la calidad del servicio educativo es significativamente deficiente. ABSTRACT The purpose of this investigation was to study the relationship between perceived quality and expected quality of student’s perceptions from four educational institutions of Huamanga, Ayacucho. Correlational descriptive analyses and comparison of means were applied with the aim to determine if there was any relationship or any significant differences between the variables. Correlational analyses allowed identifying the processes or patterns in the world of perceptions about the relationship between variables and analysis of mean difference provided us with evidence of the overall assessment of the quality of education that is offered in these educational institutions. The study was conducted at two levels: the studies of a general nature which considered the four educational institutions and the disaggregated study on each educational institution. The sample consisted of 339 students, corresponding to four emblematic educational institutions of Huamanga, Ayacucho. The perceived quality and expected quality variables measuring instruments have a strong reliability and each of its items shows high internal consistency. Descriptively, the results show that for the 54% of students surveyed, the perceived quality is less than or equal to the average, and for the 46% perceived quality is high or higher than the expected quality ,, the perceptions of the 27.2% of students about quality service received is from low to medium, while the 72.8% expected to be high or very high. In other words, more than half students perceived a lower quality or equal to the average and almost three-quarters expect a better quality than the one they are receiving. On the other hand, the evaluation of the overall quality of service (perceived quality minus expected quality) shows that for the 71% of students, the quality is deficient because they don’t get to perceive the quality they expect, while for the 29% the quality is good or excellent because they get an equal quality or exceed expectations.From the inferential point of view, it shows there’s a moderate correlation, positive and significant relationship between perceived and expected quality variables. However, the analysis by dividing the group in perceived quality variable ratings above and below the average shows that there’s no significant correlation between the two variables in the case of students who value below average. Instead, there’s a positive and significant correlation in the group of students who value above average. This fact has enormous implications for the processes of quality improvement. The mean difference among the variables is highly significant and greater value to the expected than the perceived. This implies that the educational service quality is significantly deficient.

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Effect of service quality on student-inspector satisfaction at the training center for educational inspectors in Rabat, Morocco.

International Journal of Information Technology and Applied Sciences (IJITAS) ◽

10.52502/ijitas.v3i2.23 ◽

2021 ◽

Vol 3 (2) ◽

pp. 53-62

Author(s):

MOHAMED ESSAOUDI ◽

RAJA LOTFI

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Perceived Quality ◽

Causal Link ◽

Institutional Assessment ◽

Five Dimensions ◽

Perceived Service Quality ◽

The One ◽

Training Services

In theory, we all know that if students are satisfied, then training centers do provide a better quality of service. But what about in practice? The purpose of this research is twofold. On the one hand, we aim to assess the quality of training inspectors in Morocco, through perceived quality and student satisfaction. First, we investigate which quality attributes need to be further targeted in the training device (TD) at CFIE. Second, we test for potential causal relationships between perceived service quality and student satisfaction. Our starting assumption is that there is a causal link between "service quality" and "satisfaction." To this end, the SERVPERF tool was adapted and administered to a sample of student inspectors who received training services at the CFIE in Rabat. We support the literature's argument that performance (SERVPERF) is the best predictor of service quality. The results shows that the perceived quality of services provided by CFIE is relatively acceptable. Nevertheless, it shows a strong need for improvement, especially in the dimensions of Tangibility and Empathy. All five dimensions of SERVPERF significantly impact student-inspector satisfaction at CFIE. The SERVPERF scale is a valuable aid in the institutional assessment of the TD, and in the implementation of a culture of continuous improvement within the CFIE. However, when used alone, it can lead to the omission of other factors that explain satisfaction. It would therefore be appropriate to couple it with other instruments such as SERVQUAL, HEDPERF, PAKSERV or HiEdQUAL in order to verify which ones are adapted to the context of education inspection in Morocco.

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La satisfacción de los usuarios de actividades dirigidas de los Centros deportivos municipales de Barcelona

SPORT TK-Revista EuroAmericana de Ciencias del Deporte ◽

10.6018/sportk.343071 ◽

2018 ◽

pp. 27-34

Author(s):

P. Aparicio Chueca ◽

A. Elasri Ejjaberi ◽

X. M. Triadó Ivern

Keyword(s):

High School ◽

Factor Analysis ◽

Regression Analysis ◽

Three Dimensions ◽

School Level ◽

High School Level ◽

Level Of Satisfaction ◽

Las Mujeres ◽

Service Data

El objetivo de este trabajo es el de identificar y analizar los factores que subyacen en el nivel de satisfacción de los usuarios de centros deportivos municipales que realizan actividades dirigidas y compararlo con aquellos usuarios que no hacen uso de este servicio. Los datos fueron recogidos de una encuesta entre los clientes de centros deportivos municipales, de los que 536 sujetos manifestaron realizar actividades dirigidas en el centro. Las mujeres y los usuarios con un nivel de estudios secundarios son los que más utilizan estos servicios. Un análisis factorial aplicado revela tres dimensiones que contribuyen a la satisfacción, en ambos casos, pero la composición de cada uno de ellos es diferente. Finalmente, del análisis de regresión múltiple se desprende que un gerente debe prestar atención, en primer lugar, a la calidad de las instalaciones y la comunicación ya que fueron el mejor predictor de la satisfacción. The aim of this work is to identify and analyze the factors that underlie the level of satisfaction of users of municipal sports centers that conduct directed activities and compare it with those users who do not use this service. Data were collected in a survey among users of municipal sports centers, of which 536 subjects stated that they carried out directed activities at the center. Women and users with a high school level are the ones who use these services the most. An applied factor analysis reveals three dimensions that contribute to satisfaction, in both cases, but the composition of each of them is different. Finally, the multiple regression analysis shows that a manager must pay attention, first of all, to the quality of the facilities and communication since they were the best predictor of satisfaction.

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Quality of Life Assessment in Alcohol Dependent Patients // Procena kvaliteta života kod zavisnika od alkohola

SESTRINSKI ŽURNAL ◽

10.7251/sez0118021t ◽

2018 ◽

Vol 5 (1) ◽

pp. 21

Author(s):

Slobodanka Todorović

Keyword(s):

Quality Of Life ◽

Average Length ◽

Life Assessment ◽

Control Group ◽

Health State ◽

Level Of Satisfaction ◽

Average Alcohol ◽

The One ◽

Special Hospital

Alcohol addiction is an illness, health and social problem which appears as a result of a regular and uncontroled consumation of alcoholic drinks on a level on which the addict does harm to his or her health, to inner peace and to the wellbeing of the environment in which he or she lives and works. The quality of life represents the one’s awarenes about his or her own position in terms of culture and a system of value in which the one lives. It also represents one’s relations to his or her own goals, expectations, standards and problems. The aim of this research is to state the level of satisfaction with one’s life on behalf of the treated alcohol addicts in relation to global population in domains as they fallow: Professional and financial functioning, Social functioning, Emotional functioning and functioning inside of a family and Health state. The survey was conducted in March 2015, according to the type of cross section study, among alcohol addicts who are being treated at the Special Hospital for Psychiatric Diseases “Dr Slavoljub Bakalović” in Vršac, while the control group consisted of employees of Zannini East doo in Vršcu. In the end, the sample consisted of 50 alcohol addicts who were examined within the judicial group and 50 employees who were examined within the control group. The data were collected by an anonymous questionnaire, which the respondents were self-completing.The results show that alcohol addicts are generally less satisfied with their lives compared to the general population. They are considerably less satisfied with their social, professional and financial functioning, as well as emotional and family functioning, as well as health status. The average length of drinking is 21.48 years; while the number of previous treatments is 3.48 times on average. Alcohol addicts are equally dissatisfied with the quality of life regardless of the length of their drinking.

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Driving Factors of Consumer to Purchase Furniture Online on IKEA Indonesia Website

Jurnal Sekretaris & Administrasi Bisnis (JSAB) ◽

10.31104/jsab.v2i1.26 ◽

2018 ◽

Vol 2 (1) ◽

pp. 19

Author(s):

Trisha Gilang Saraswati

Keyword(s):

Principal Component Analysis ◽

Factor Analysis ◽

Perceived Risk ◽

Online Shopping ◽

Principal Component ◽

Influential Factors ◽

Driving Factors ◽

Analysis Method ◽

Long Time

The tendency of consumers in shopping for furniture is very different from shopping for other goods or services, because furniture is expected to be stored and used in a long time. Considering that, consumers tend to want to shop directly to offline stores in order to see, feel and check quality directly because of many aspects that are assessed such as the quality of materials, models, colors and more. Behind the trend to shop furniture offline, IKEA continues to innovate to improve the performance of its website so that consumers can shop online. Therefore, this study intends to analyze what factors are driving consumers in shopping for furniture online especially on the website of IKEA Indonesia. From two grounded theory employed on this research, there are 14 factors that can influence consumers to buy online. This data analysis uses Principal Component Analysis (PCA), a factor analysis method that extracts factors by using total variance in the analysis. From data calculation, it is known that there are 8 driving factors of consumer to purchase furniture online on IKEA Indonesia’s website: Enjoyment, Perceived Risk, Efficiency, Service & Merchandise Quality, Ease of Navigation, Price Attractiveness, Flexibility and Reliability. By knowing what factors can affect consumers in doing online shopping for furniture, companies in this case IKEA Indonesia can optimize the use of its website in accordance with influential factors.

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