NAIM, NAIM (2021) ANALISA PENGARUH E-SERVICE QUALITY, WEBSITE QUALITY, APPLICATION MOBILEQUALITY TERHADAP KEPUASAN PELANGGAN (Studycase Shopee Dan Tokopedia). S2 thesis, Universitas Mercu Buana Jakarta.
|
Text (HAL COVER)
01. Cover Tesis ok.pdf Download (231kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
Naim_Bab 1.pdf Restricted to Registered users only Download (111kB) |
|
|
Text (BAB II)
Naim_Bab 2.pdf Restricted to Registered users only Download (209kB) |
|
|
Text (BAB III)
Naim_Bab 3.pdf Restricted to Registered users only Download (47kB) |
|
|
Text (BAB IV)
Naim_Bab 4.pdf Restricted to Registered users only Download (335kB) |
|
|
Text (BAB V)
Naim_Bab 5.pdf Restricted to Registered users only Download (27kB) |
|
|
Text (DAFTAR PUSTAKA)
Naim_Daftar Pustaka.pdf Restricted to Registered users only Download (308kB) |
|
|
Text (LAMPIRAN)
lamp+similarity.pdf Restricted to Registered users only Download (717kB) |
Abstract
E-commerce competition in Indonesia is highly competitive. Shopee and Tokopedia, as the two most extensive e-commerce services in Indonesia, have high promotion costs for user acquisition. In order for high promotion costs to be effective, high customer satisfaction is essential. This study aims to find the influence and relationship between e-Service Quality, Mobile Quality Apps website quality on Marketplace Shopee customer satisfaction, and Tokopedia. The object of this study is users who have used the Shopee or Tokopedia marketplace, both through the website and apps, and live in Indonesia. A total of 400 respondents participated in this study, 200 respondents filled in the Tokopedia online questionnaire, and 200 respondents filled the Shopee questionnaire. Data analysis was performed using descriptive analysis, pivot tables, and statistical analysis using the Structural Equation Modeling (SEM) - Partial Least Square method and processed using Smart PLS 3.0. The results showed that e-Service Quality, Website Quality and Mobile apps quality had a positive and significant effect on Customer Satisfaction, both in the Shopee marketplace and the Tokopedia marketplace. Keywords - Customer Satisfaction, Marketplace, SEM PLS. Peta persaingan e-commerce di Indonesia sangat ketat. Shopee dan Tokopedia sebagai dua layanan e-commerce terbesar di Indonesia memiliki biaya promosi untuk user acquisition cost yang tinggi. Agar biaya promosi tinggi menjadi efektif, maka kepuasan pelanggan yang tinggi sangat penting. Penelitian ini bertujuan untuk menemukan pengaruh dan hubungan antara e-Service Quality, Website Quality Mobile apps quality terhadap kepuasan pelanggan Marketplace Shopee dan Tokopedia. Obyek penelitian ini adalah pengguna yang pernah menggunakan marketplace Shopee atau Tokopedia, baik melalui website maupun aplikasi (apps) dan berdomisili di Indonesia. Total 400 responden berpartisipasi dalam penelitian ini, 200 responden mengisi kuesioner Tokopedia dan 200 mengisi kuesioner Shopee. Analisis data dilakukan menggunakan analisis deskriptif, pivot table, serta analisis statistik menggunakan metode Structural Equation Modelling (SEM) - Partial Least Square dan diolah menggunakan Smart PLS 3.0. Hasil penelitian menunjukkan bahwa e-Service Quality, Website Quality, Mobile apps quality memiliki pengaruh positif dan signifikan terhadap Kepuasan Pelanggan, baik di marketplace Shopee maupun marketplace Tokopedia. Kata Kunci: Kepuasan Pelanggan, Marketplace, SEM PLS.
Actions (login required)
 |
View Item |
