Integration Kano Model and E-Servqual to Evaluate Online Travel Agent Services in Bandung 2022

One of the integrated e-commerce models is online ticket selling. Many travel agents sell tickets for national or international destinations through websites; one them Tiket.com, a popular agency in Indonesia. The intense competition internet-based service providing industry has, fact, motivated this company to meet their customers’ needs and preferences with quality services; goal increase number users. purpose study identify aspects user requirements by Tiket.com as an agent that need be maintained improved. This combines two methods measuring customer satisfaction, namely Kano model e-service quality. identified needs, based on Voice Customer, can analyzed satisfaction. results are grouped into dimensions quality, i.e. reliability, responsiveness, fulfillment, ease use, information, security, efficiency. Using combination Model, six attributes True Customer Needs were acquired; five recommended improvement developed. suggested pay more attention weak included must category because they fundamental company's services. They also advised develop strong attractive help competitive advantage.