CINTHYA G, EVA ENDI (2021) ANALISIS KEPUASAN PELANGGAN DENGAN METODE SERVICE QUALITY DI TOKOPEDIA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The development of e-commerce based companies is influenced by customer satisfaction in shopping. This makes the company must pay attention to the quality of service provided to customers. This study aims to determine customer satisfaction with service quality at Tokopedia. The research method is quantitative and used by Servqual to measure service quality. The measurement of service quality in the Servqual model is based on five service dimensions, namely tangibles, responsiveness, reliability, assurance, and empathy. Data collection techniques were carried out by distributing questionnaires given to respondents. The results of this study indicate that customer satisfaction with the services provided by Tokopedia is good and satisfying, but there are several attributes that must be improved Keywords: E-commerce, Service Quality and Customer Satisfaction Perkembangan perusahaan berbasis e-commerce, dipengaruhi oleh kepuasan pelangan dalam berbelanja. Hal ini membuat perusahaan harus memperhatikan kualitas pelayanan yang diberikan kepada pelanggan. Penelitian ini bertujuan untuk mengetahui kepuasaan pelanggan terhadap kualitas pelayanan di Tokopedia. Metode penelitian bersifat kuantitatif dan digunakan Servqual untuk melakukan pengukuran kualitas pelayanan. Pengukuran kualitas jasa dalam model Servqual ini berdasarkan lima dimensi jasa yaitu tangibles, responsiveness, realibility, assurance, dan empathy. Teknik pengumpulan data dilakukan dengan cara penyebaran kuisioner yang diberikan kepada responden. Hasil dari penelitian ini menunjukkan bahwa kepuasan pelanggan terhadap pelayanan yang diberikan Tokopedia sudah baik dan memuaskan, namun ada beberapa atribut yang harus ditingkatkan pelayanannya. Kata Kunci : E-commerce, Kualitas Pelayanan dan Kepuasan Pelanggan
| Item Type: | Thesis (S1) |
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| NIM/NIDN Creators: | 41619110083 |
| Uncontrolled Keywords: | E-commerce, Kualitas Pelayanan dan Kepuasan Pelanggan |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum 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 |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Dede Muksin Lubis |
| Date Deposited: | 05 Oct 2023 08:13 |
| Last Modified: | 05 Oct 2023 08:13 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/82069 |
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