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.

Preview	Text (HAL COVER) 01 COVER.pdf Download (449kB) | Preview
Preview	Text (ABSTRAK) 02 ABSTRAK.pdf Download (88kB) | Preview
	Text (BAB I) 03 BAB 1.pdf Restricted to Registered users only Download (215kB)
	Text (BAB II) 04 BAB 2.pdf Restricted to Registered users only Download (426kB)
	Text (BAB III) 05 BAB 3.pdf Restricted to Registered users only Download (261kB)
	Text (BAB IV) 06 BAB 4.pdf Restricted to Registered users only Download (933kB)
	Text (BAB V) 07 BAB 5.pdf Restricted to Registered users only Download (86kB)
	Text (DAFTAR PUSTAKA) 08 DAFTAR PUSTAKA.pdf Restricted to Registered users only Download (185kB)
	Text (LAMPIRAN) 09 LAMPIRAN.pdf Restricted to Registered users only Download (624kB)

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.

Actions (login required)

View Item