ANALISIS KEPUASAN PELANGGAN E-COMMERCE X DENGAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS

GIOVANNI, RAHTHINO (2023) ANALISIS KEPUASAN PELANGGAN E-COMMERCE X DENGAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS. S1 thesis, Universitas Mercu Buana Jakarta.

	Text (HAL COVER) 01 COVER.pdf Download (431kB)
	Text (ABSTRAK) 02 ABSTRAK.pdf Download (27kB)
	Text (BAB I) 03 BAB 1.pdf Restricted to Registered users only Download (205kB)
	Text (BAB II) 04 BAB 2.pdf Restricted to Registered users only Download (378kB)
	Text (BAB III) 05 BAB 3.pdf Restricted to Registered users only Download (349kB)
	Text (BAB IV) 06 BAB 4.pdf Restricted to Registered users only Download (377kB)
	Text (BAB V) 07 BAB 5.pdf Restricted to Registered users only Download (297kB)
	Text (BAB VI) 08 BAB 6.pdf Restricted to Registered users only Download (148kB)
	Text (DAFTAR PUSTAKA) 09 DAFTAR PUSTAKA.pdf Restricted to Registered users only Download (166kB)
	Text (LAMPIRAN) 10 LAMPIRAN.pdf Restricted to Registered users only Download (604kB)

Abstract

Advances in the development of e-commerce industry is resulting the tighter competition between busineses. E-commerce companies are required to find ways to attract consumers to use their e-commerce services. E-commerce X is one of the mobile application-based e-commerce companies in Indonesia. In order to attract more consumers, it is necessary to conduct research on perceived performance satisfaction and consumer expectations. To improve service quality, it is necessary to make improvements in both internal and external improvements. In this study the Servqual method is applied and combined with the Importance-Performance Analysis (IPA) method to determine the position of each attribute in the Importance Performance Analysis matrix. The results of this IPA can be used as a reference for future service improvements. Kata kunci: Servqual, IPA, Pelanggan Dengan berkembangnya industri e-commerce maka semakin ketat persaingan antar pelaku bisnis. Perusahaan e-commerce dituntut untuk mencari cara dalam menarik minat konsumen untuk menggunakan jasa e-commerce mereka. E-commerce X adalah salah satu perusahaan e-commerce berbasis aplikasi mobile yang sedang berkembang di Indonesia. Untuk meningkatkan kepuasan konsumen, perlu dilakukan penelitian mengenai persepsi kinerja dan harapan konsumen. Untuk meningkatkan kualitas layanan maka perlu dilakukan perbaikan dalam peningkatan baik intenal maupun eksternal. Dalam penelitian ini metode Servqual diaplikasikan dan dikombinasikan dengan metode Impoortance-Performance Analysis (IPA) untuk mengetahui posisi dari masing-masing atribut di dalam matrix Importance Performance Analysis. Hasil dari IPA ini nantinya dapat digunakan sebagai refrensi perbaikan layanan kedepannya Kata kunci: Servqual, IPA, Pelanggan

Item Type:	Thesis (S1)
Call Number CD:	FT/IND. 23 059
Call Number:	ST/16/23/056
NIM/NIDN Creators:	41615110071
Uncontrolled Keywords:	Servqual, IPA, Pelanggan
Subjects:	100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 155 Differential and Developmental Psychology/Psikologi Diferensial dan Psikologi Perkembangan > 155.2 Individual Psychology, Characters/Psikologi Individual, Karakter > 155.28 Appraisals and Tests/Penilaian dan Pengujian > 155.284 Projective Techniques/Teknik Proyektif 300 Social Science/Ilmu-ilmu Sosial > 350 Public Administration and Military Science/Administrasi Negara dan Ilmu Kemiliteran > 358 Air and Other Specialized Forces and Warfare; Engineering and Related Services/Udara dan Pasukan Khusus dan Peperangan Khusus; Rekayasa dan Layanan Terkait > 358.2 Army Engineering and Related Services/Teknik Angkatan Darat dan Jasa Terkait
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	MILA RISKA
Date Deposited:	08 Jul 2023 03:35
Last Modified:	08 Jul 2023 03:35
URI:	http://repository.mercubuana.ac.id/id/eprint/78310

Actions (login required)

View Item