ANALISIS E-SERVQUAL PADA APLIKASI OVO TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE AND PERFORMANCE ANALYSIS (IPA) (Studi Kasus pada PT Visionet Internasional)

HARSENO, WIJI (2021) ANALISIS E-SERVQUAL PADA APLIKASI OVO TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE AND PERFORMANCE ANALYSIS (IPA) (Studi Kasus pada PT Visionet Internasional). S1 thesis, Universitas Mercu Buana Jakarta.

[img]
Preview
 Text (COVER)
1. cover, surat pernyataan, lembar pengesahan, daftar isi - Harseno Wiji.pdf
Download (387kB) | Preview
[img] Text (BAB I)
2. BAB 1 - Harseno Wiji.pdf
Restricted to Registered users only
Download (595kB)
[img] Text (BAB II)
3. BAB II - Harseno Wiji.pdf
Restricted to Registered users only
Download (309kB)
[img] Text (BAB III)
4. BAB IIl - Harseno Wiji.pdf
Restricted to Registered users only
Download (403kB)
[img] Text (BAB IV)
5. BAB IV - Harseno Wiji.pdf
Restricted to Registered users only
Download (834kB)
[img] Text (BAB V)
6. BAB V - Harseno Wiji.pdf
Restricted to Registered users only
Download (170kB)
[img] Text (DAFTAR PUSTAKA)
7. daftar pustaka - Harseno Wiji.pdf
Restricted to Registered users only
Download (251kB)
[img] Text (LAMPIRAN)
8. Lampiran - Harseno Wiji.pdf
Restricted to Registered users only
Download (2MB)

Abstract

This study aims to determine the level of consumer interest regarding the service quality of Electronic Service Quality, namely Reliability, Responsiveness, Information of Quality, aesthetics, privacy and Easy of use. In the OVO e-wallet application and the level of service performance felt by consumers after receiving Electronic Service Quality services, namely Reliability, Responsiveness, Information of Quality, aesthetics, privacy and Easy of use. on the OVO e-wallet application. Collecting data using online questionnaires or google form and hard copy filled in directly by the informants. with a sample using simple random sampling of 100 respondents. The method used in this study is a method of importance performance analysis. The results of this study are the level of conformity between the interests and performance of the company's service quality in terms of the dimensions of Reliability, Responsiveness, Information of Quality, aesthetics, privacy and Easy of use with a 6-dimensional conformity level value is 98.94% which indicates that the suitability of the performance level OVO e-wallet is in the dissatisfied category because it has not been able to meet the suitability of the level of customer interest. The level of conformity of the OVO e-wallet performance needs to be increased by at least 1.06% if you want to meet the level of customer interest by improving its service performance. Keywords: Service Quality, E-Servqual Analysis, Importance Performance Analysis Penelitian ini bertujuan untuk mengetahui tingkat kepentingan konsumen mengenai kualitas layanan Electronic Service Quality yakni Reliabillity, Responsiveness, Information of Quality, aesthetics, privacy dan Easy of use. Pada aplikasi e-wallet OVO dan tingkat kinerja layanan yang dirasakan oleh konsumen setelah menerima layanan Electronic Service Quality yakni Reliabillity, Responsiveness, Information of Quality, aesthetics, privacy dan Easy of use. pada aplikasi e-wallet OVO. Pengumpulan data menggunakan kuesioner online atau google form dan hard copy yang di isi langsung narasumber. dengan sampel menggunakan simple random sampling sebanyak 100 responden. Metode yang digunakan pada penelitian ini adalah metode importance performance analysis. Hasil penelitian ini adalah tingkat kesesuaian antara kepentingan dan kinerja kualitas layanan perusahaan yang ditinjau dari dimensi Reliabillity, Responsiveness, Information of Quality, aesthetics, privacy dan Easy of use dengan nilai tingkat kesesuaian 6 dimensi adalah 98,94 % yang menunjukkan bahwa kesesuaian tingkat kinerja e-wallet OVO termasuk kategori tidak puas karena belum mampu memenuhi kesesuaian tingkat kepentingan pelanggan. Tingkat kesesuaian kinerja e-wallet OVO perlu ditingkatkan minimal sebesar 1,06 % apabila ingin memenuhi tingkat kepentingan pelanggan dengan memperbaiki pada kinerja layanannya. Kata Kunci : Kualitas Layanan, Analisis E-Servqual, Importance Performance Analysis

Item Type: Thesis (S1)
NIM/NIDN Creators: 43116110434
Uncontrolled Keywords: Kualitas Layanan, Analisis E-Servqual, Importance Performance Analysis
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.5 General Purpose Application Programs/Program Aplikasi dengan Kegunaan Khusus
100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.6 Sleep Phenomena/Fenomena Tidur > 154.63 Dreams/Mimpi > 154.634 Analysis/Analisis
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: CALVIN PRASETYO
Date Deposited: 13 Jul 2023 03:28
Last Modified: 13 Jul 2023 03:28
URI: http://repository.mercubuana.ac.id/id/eprint/79100

Actions (login required)

View Item View Item
UMB Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.