Pacific Asia Journal of the Association for Information Systems


The purpose of this research is to analyze the service quality of property websites in Indonesia in order to help website owners in evaluating their websites. The service quality of the websites is measured by adapting the SERVQUAL method which measures the gap between visitor’s expectation and satisfaction. SERVQUAL in this study was constructed by adapting Web Quality Factors. In addition, considering the unique condition of Indonesia and the various technological advancements, we aim to formulate important features of property websites in Indonesia by asking the respondents to rate the importance of each feature. We circulated questionnaires to property exhibition events in Jakarta and received 101 valid questionnaires from 204 respondents. The results showed that respondents considered the service quality of the websites to still be under their expectations in all SERVQUAL dimensions which include reliability, assurance, tangibility, empathy, and responsiveness. Furthermore, we successfully identified significant features of property websites and extracted important characteristics for developing countries' context. Some of which are currently unavailable in the Indonesian property information provider websites.