ANALISIS KEPUASAN PELANGGAN PADA PELAYANAN E-COMMERCE TOKOPEDIA MENGGUNAKAN METODE E-SERVICE QUALITY

SAPUTRA, ADITYA VIERI (2024) ANALISIS KEPUASAN PELANGGAN PADA PELAYANAN E-COMMERCE TOKOPEDIA MENGGUNAKAN METODE E-SERVICE QUALITY. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze customer satisfaction towards Tokopedia's e-commerce services using the E-Service Quality, Importance Performance Analysis, and Quality Function Deployment methods. In the era of globalization and extensive information, optimal service is crucial for company success. With increasing societal mobility, the demand for practical services is growing, and e-commerce has become a popular solution. Tokopedia, as one of the key players in the Indonesian e-commerce market, continues to enhance its online services. Customer dissatisfaction can lead to negative attitudes towards the application and a decrease in repeat purchases. The research findings indicate that overall, Tokopedia's e-commerce service quality still does not meet customer expectations. It is hoped that the proposed improvement suggestions can propel Tokopedia to become the number one e-commerce platform in Indonesia. Keywords: E-commerce, E-servqual, Customer Satisfaction, Importance Performance Analysis, Quality Function Deployment Penelitian ini bertujuan untuk menganalisis kepuasan pelanggan terhadap pelayanan e-commerce Tokopedia menggunakan metode E-Service Quality, Importance Performance Analysis, dan Quality Function Deployment. Di era globalisasi dan informasi yang luas, pelayanan yang optimal menjadi kunci keberhasilan perusahaan. Dengan meningkatnya mobilitas masyarakat, kebutuhan akan layanan praktis semakin meningkat, dan e-commerce menjadi Solusi yang populer. Tokopedia, sebagai salah satu pemain utama di pasar e-commerce Indonesia, terus berupaya meningkatkan layanan online-nya. Ketidakpuasan pelanggan dapat mengakibatkan sikap negatif terhadap aplikasi dan berkurangnya kemungkinan pembelian ulang. Hasil penelitian menunjukkan bahwa kualitas layanan e-commerce Tokopedia secara keseluruhan masih belum sesuai dengan harapan pelanggan. Dan diharapkan usulan perbaikan yang diajukan dapat membuat Tokopedia menjadi e-commerce nomer 1 di Indonesia. Kata Kunci: E-commerce, E-servqual, kepuasan pelanggan, Importance Performance Analysis, dan Quality Function Deployment.

Item Type:	Thesis (S1)
Call Number CD:	FT/IND. 24 059
Call Number:	ST/16/24/044
NIM/NIDN Creators:	41620010011
Uncontrolled Keywords:	E-commerce, E-servqual, kepuasan pelanggan, Importance Performance Analysis, dan Quality Function Deployment.
Subjects:	200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 380.1-380.9 Standard Subdivisions of Commerce, Communications, Transportation/Subdivisi Standar Dari Perdagangan, Komunikasi, Transportasi > 380.1 Commerce (Trade)/Perdagangan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas 700 Arts/Seni, Seni Rupa, Kesenian > 750 Painting and Paintings/Seni Lukis dan Lukisan > 758 Other Subjects/Subjel Lainnya > 758.6 Industrial and Technical Subjects/Subjek Industri dan Teknik
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	khalimah
Date Deposited:	31 Aug 2024 07:30
Last Modified:	31 Aug 2024 07:30
URI:	http://repository.mercubuana.ac.id/id/eprint/90988

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