MARYADIN, AYU FITRI (2020) ANALISIS KEPUASAN PELANGGAN E-COMMERCE DENGAN METODE SERVQUAL. S1 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRAK PT X merupakan situs e-commerce yang hadir di Indonesia sejak tahun 2011 dan dikelola oleh PT Global Digital Niaga yaitu anak perusahaan PT Global Digital Prima (GDN). Situs yang memiliki konsep online shopping mall ini dijalankan oleh tenaga-tenaga muda profesional dengan latar pendidikan rata-rata dari luar negeri. PT X merupakan perusahaan yang bergerak dalam bidang jasa menghasilkan output berbentuk kepuasaan yang dirasakan oleh pelanggan. Sehingga konsumen dapat merasakan bahwa mereka dihargai dengan pelayanaan yang baik. Dalam penilaian kepuasaan pelanggan diperlukan dimensi – dimensi yang sesuai dalam melakukan penelitian kepuasan pelanggan. Walaupun PT X sangat popular dimasyarakat, namun masih banyak keluhan terhadap kualitas pelayanaan yang diberikan. Untuk itu penulis tertarik untuk melakukan penelitian kualitas pelayanaan yang sudah diberikan oleh PT. X. Berdasarkan data customer satisfaction index yang sudah diolah ditahun 2019, dimana pelayanaan PT. X belum mencapai target perusahaan yaitu 86,00. Penelitian ini dilakukan dengan menggunakan metode servqual untuk melihat adanya kesenjangaan antara harapan dan persepsi pelanggan. Terdapat 5 dimensi yang di fokuskan dalam penelitian ini yaitu : Bukti langsung (Tangible), Keandalan (Reliability), Daya tanggap (Responsiveness), Jaminaan (Assurance) dan empati (Empathy). Selanjutnya penelitian dilanjutkan dengan menggunakan metode ipa untuk melihat dimensi mana yang perbaikan dan peningkatan. Penelitian ini menggunakan kuisioner dengan melibatkan 100 responden sebagai sampel penelitian. Nilai rata – rata yang dihasilkan setelah melewati beberapa uji validitas, reliabilitas, kecukupan data, metode servqual dan ipa untuk harapan 4,218 adalahdan persepsi yaitu 3,723 dan skor servqual -0,51. Kata Kunci : kualitas jasa, servqual, importance performance analysis, harapan dan persepsi. ABSTRACT PT X is a commerce site that has been present in Indonesia since 2011 and managed by PT Global Digital Niaga, a subsidiary of PT Global Digital Prima (GDN). The site, which has an online shopping mall concept, is run by young professionals with an average educational background from abroad. PT X is a company engaged in services producing outputs in the form of satisfaction felt by customers. So consumers can feel they are valued with good service. In assessing customer satisfaction, appropriate dimensions are needed in conducting customer satisfaction research. Although PT X is very popular in the community, there are still many complaints about the quality of the services provided. For this reason, the authors are interested in conducting quality research services that have been given by PT. X. Based on customer satisfaction index data that has been processed in 2019, where the service of PT. X has not reached the company's target of 86.00. This research was conducted using the servqual method to see the gap between the expectations and perceptions of customers. There are 5 dimensions that are focused in this study, namely: Direct evidence (Tangible), Reliability (Reliability), Responsiveness(Responsiveness), Assurance (Assurance) and empathy (Empathy). Furthermore, the research will be continued by using the IPA method to see which dimensions are improved and improved. This study uses a questionnaire involving 100 respondents as research samples. The average value produced after passing several tests validitas, realiabilitas, servqual, importance performance analysis for the expectation of 4,218 is and perception is 3,723 and the servqual score is -0,51. Keywords: service quality, servqual, importance performance analysis, ekspektasi, persepsi.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND 20 015 |
| NIM/NIDN Creators: | 41617320043 |
| Uncontrolled Keywords: | Kata Kunci : kualitas jasa, servqual, importance performance analysis, harapan dan persepsi. |
| Subjects: | 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 628 Sanitary Engineering and Environmental Protection Engineering/Rekayasa Sanitasi dan Teknik Perlindungan Lingkungan, Teknik Lingkungan > 628.5 Pollution Control and Industrial Sanitation Engineering/Pengawasan Polusi dan Teknik Sanitasi Industri |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 02 Mar 2022 07:11 |
| Last Modified: | 02 Mar 2022 07:11 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/57078 |
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