Title: Gap analysis of Zalora online application: Indonesian users' perspectives

Authors: Mahir Pradana; Fransiska Novitasari

Addresses: Faculty of Communication and Business, Telkom University, Jalan Terusan Buahbatu No.1, Bandung, 40257, Indonesia ' Faculty of Communication and Business, Telkom University, Jalan Terusan Buahbatu No.1, Bandung, 40257, Indonesia

Abstract: In a time where firms tend to transform themselves to become the most innovative, information and communication technologies (ICT) have the ability to help firms expanding to new markets and trigger their customer's loyalty. Online application has been proven to be the key for companies in marketing their products. One e-commerce that follows this trend is Zalora, a top brand online store in Asia. This study aimed to analyse Zalora mobile application quality based on assessment of actual quality and perceived quality using gap analysis. This research is quantitative descriptive research exploring dimensions from the unified theory of acceptance and use of technology (UTAUT) consisting of performance expectance, effort expectance, social influence, and facilitating condition. 100 respondents from all over Indonesia were chosen based on incidental sampling method. The result shows that the mobile application still needs improvement since our results imply the biggest value gap is information quality.

Keywords: e-commerce; online consumer behaviour; gap analysis; online marketplace.

DOI: 10.1504/IJLC.2017.087450

International Journal of Learning and Change, 2017 Vol.9 No.4, pp.334 - 347

Received: 13 Dec 2016
Accepted: 15 Jun 2017
Published online: 15 Oct 2017 *

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