Analisis Kepuasan Pengguna Marketplace Shopee Dengan Metode Pieces Framework

Ardianto, Shodiq and , Mila Faila Sufa, ST, MT (2021) Analisis Kepuasan Pengguna Marketplace Shopee Dengan Metode Pieces Framework. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Service quality is the level of excellence expected and control over the level of excellence to meet consumer desires. In other words, two main factors affect service quality, namely; expected service and perceived service or the quality of service that is expected and the quality of service received or perceived. Satisfaction is the meaning of the Latin satis which means enough or enough and farce which means to do. Satisfaction will arise when a product or service can provide something that consumers want to an adequate level. The purpose of this study is to determine the level of satisfaction and user interest in each attribute of the piece's framework, to analyze and determine the attributes that are included in the top priority, maintained, low priority, and excessive using the Importance Performance Analysis (IPA) method, and provide suggestions for improvements to services. shopee service. The results of data analysis show that all PIECES variables are in the satisfied category so that it can be said that the Shopee application plays a good role in improving service quality and providing satisfactory results to customers. For the results of the analysis of the level of importance with the PIECES method, that all PIECES variables are included in the important category. In the results of the IPA analysis, the attributes that are in quadrant I am often given discounts or vouchers, consumer personal data is protected, consumer transaction data is protected, service is fast and accurate, there is a guarantee of product returns when the product received is wrong or damaged, and provides instructions on what to do if the transaction cannot be processed. This quadrant has a low-performance value but has a high expectation value for service quality so that improvements are needed on this attribute. The proposal given to improve the quality of shopee services is the shopee party to provide more price discounts, cashback vouchers, free shipping vouchers, and flash sale discounts for both new users and old users, shopee provides withdrawal of approval and deletion or anonymization of personal data, Shopee establishes cooperation with sellers who can provide fast, accurate, consistent and responsible service, product guarantees must apply to all types of products and all sellers, and provide socialization in the application or notifications if transactions occur that cannot be processed.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Kepuasan, Kepentingan, Pieces Framework, IPA
Subjects:	T Technology > T Technology (General)
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	SHODIQ ARDIANTO
Date Deposited:	18 Nov 2021 02:02
Last Modified:	18 Nov 2021 02:02
URI:	http://eprints.ums.ac.id/id/eprint/95894

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