REZEKI, RAHMAD (2018) PERANCANGAN USULAN PENINGKATAN KUALITAS LAYANAN E-COMMERCE TERHADAP PEMENUHAN KEPUASAN PELANGGAN. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
The growth of e-commerce as a new industrial sector in Indonesia is very fast. Judging by the continued increase in e-commerce transactions by an average of 22% per year from 2015 to 2017. The number of these transactions is estimated to continue to increase by around 20% to IDR 115 trillion in 2018. The high growth of e-commerce still causes problems in the quality of services provided. In 2017 e- commerce customer complaints increased by 100%, that is 16% from 2016 by 8%. Most e-commerce growth in Indonesia is in urban areas. Jakarta is one of the urban cities where the growth rate of e-commerce users is high at 66% in 2017. This study aims to measure the level of service quality and design improvement of service quality for e-commerce based on the perception of Jakarta customers. The method used is E-Servqual method with 6 dimensions that is fulfillment, reliability, responsiveness, efficiency, contact, and security/privacy. Partial Least Square (PLS), Importance Performance Analysis (IPA), and Quality Function Deployment (QFD) methods are used to design proposals for improving service quality. The results of this study indicate that the quality of e-commerce services has not satisfied customer expectations with responsiveness and contact is the dimension that has the lowest service quality performance. The proposed design for improving service quality is by implementing integrated order service management. Keywords : E-Commerce, PLS, IPA, QFD Pertumbuhan e-commerce sebagai sektor industri yang baru di Indonesia sangat cepat. Dilihat dengan terus meningkatnya transaksi e-commerce rata-rata 22% per tahun dari 2015 sampai 2017.Jumlah transaksi ini diestimasi akan terus meningkat sekitar 20% menjadi 115 triliun rupiah di tahun 2018. Tingginya pertumbuhan e- commerce masih menimbulkan masalah pada kualitas layanan yang diberikan. Tahun 2017 keluhan pelanggan e-commerce meningkat 100% yaitu 16% dari tahun 2016 sebesar 8%. Pertumbuhan e-commerce di Indonesia paling banyak di daerah urban. Jakarta merupakan salah satu kota urban yang tingkat pertumbuhan pengguna e-commerce-nya tinggi yaitu 66% di tahun 2017. Penelitian ini bertujuan untuk mengukur tingkat kualitas layanan dan rancangan usulan peningkatan kualitas layanan untuk e-commerce berdasarkan persepsi pelanggan Jakarta. Metode yang digunakan adalah metode E-Servqual dengan 6 dimensi yaitu pemenuhan, kehandalan, daya tanggap, efisiensi, kontak, dan keamanan. Metode Partial Least Square (PLS), Importance Performance Analysis (IPA), dan Quality Function Deployment (QFD) digunakan untuk rancangan usulan peningkatan kualitas layanan. Hasil dari penelitian ini menunjukkan bahwa kualitas layanan e- commerce belum memuaskan harapan pelanggan dengan daya tanggap dan kontak merupakan dimensi yang memiliki kinerja kualitas layanan yang paling rendah. Usulan rancangan peningkatan kualitas layanan adalah dengan mengimplementasikan pengelolaan layanan pesanan yang terintegrasi. Kata kunci: E-Commerce, PLS, IPA, QFD
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-553-18-013 |
| NIM/NIDN Creators: | 55316110031 |
| Uncontrolled Keywords: | E-Commerce, PLS, IPA, QFD, E-Commerce, PLS, IPA, QFD, MTI, Teknologi Industri |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | ORYZA LUVITA |
| Date Deposited: | 16 Mar 2022 03:15 |
| Last Modified: | 09 Jul 2022 02:40 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/58062 |
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