ANALISIS KEPUASAN PELANGGAN E-COMMERCE
DENGAN MENGGUNAKAN METODE IMPORTANCE
PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER
SATISFACTION INDEX (CSI)
(Aplikasi Mobile Shopee)
Total View This Week0
Total View This Week0
Institusion
Universitas Muhammadiyah Malang
Author
MUHAMMAD, RIZKY ADHI KARYA
Subject
HJ Public Finance
Datestamp
2022-11-23 03:51:46
Abstract :
Online shopping is a shopping trend in Indonesia and Shopee is one of the most popular online shopping applications in Indonesia. In the third quarter of 2021, Shopee still lags behind Tokopedia in terms of monthly visitors, Shopee with 134,383,300 and Tokopedia ahead with 158,136,700. Shopee always strives to improve the quality of its services, because service quality is closely related to customer satisfaction. Therefore, this study aims to analyze what service attributes from Shopee need to be prioritized to be improved and how satisfied are customer perceptions of the service quality provided by Shopee. The method chosen to achieve the research objectives is a combination of the Importance Performance Analysis (IPA) Customer Satisfaction Index (CSI) method using the modified E-Service Quality model as a research indicator. the combination of IPA and CSI methods is effective because both methods can use the same research attribute indicators and the same type of assessment, namely the Likert scale for performance assessment and interests/expectations. Based on the calculation of the bernouli method sample with a margin of error of 5%, the result is that the minimum number of respondents used is 97 respondents. Respondents selected as samples are respondents with the criteria of having transacted within the last 6 months and domiciled or have used Shopee in malang.
Online shopping is a shopping trend in Indonesia and Shopee is one of the most popular online shopping applications in Indonesia. In the third quarter of 2021, Shopee still lags behind Tokopedia in terms of monthly visitors, Shopee with 134,383,300 and Tokopedia ahead with 158,136,700. Shopee always strives to improve the quality of its services, because service quality is closely related to customer satisfaction. Therefore, this study aims to analyze what service attributes from Shopee need to be prioritized to be improved and how satisfied are customer perceptions of the service quality provided by Shopee. The method chosen to achieve the research objectives is a combination of the Importance Performance Analysis (IPA) Customer Satisfaction Index (CSI) method using the modified E-Service Quality model as a research indicator. the combination of IPA and CSI methods is effective because both methods can use the same research attribute indicators and the same type of assessment, namely the Likert scale for performance assessment and interests/expectations. Based on the calculation of the bernouli method sample with a margin of error of 5%, the result is that the minimum number of respondents used is 97 respondents. Respondents selected as samples are respondents with the criteria of having transacted within the last 6 months and domiciled or have used Shopee in malang.
Download
book
BibTex
Latex, Jabref
cloud_download
Original Resource
url resource Institution
