Analisis Kepuasa Pelanggan E- Commerce Venus Di DKI Jakarta Ditinjau Dari E-Service Quality

Holila Hatta, Samra Ginola Roberto Rumahorbo

Abstract


This study aims to find out the customer satisfaction of E-commerce Venus based on E-Service Quality. This study uses seven E-Service Quality dimensions consisting of efficiency, fulfilment, system availability, privacy, responsiveness, compensation, and contact. This study used Importance Performance Analysis (IPA) method to determine the attributes that made customers not satisfying. The result showed that the customers are satisfied with E-commerce Venus service’s but there are some improvement to do. Based on IPA analysis, E-commerce Venus there are no attributes on top priority to improve and ten attributes must be maintained. But, there are four indicators that have high gap values that E-commerce Venus needs to improve.


Keywords


E-Service Quality, Customer Satisfaction, Importance Performance Analysis (IPA)

References


Daryanti, P., & Shihab, M. S. (2019). Analisis Tingkat Kepuasan Pelanggan Dengan Menggunakan Konsep E-Servqual (Studi Kasus Pelanggan Shopee). Journal of Entrepreneurship, Management and Industry (JEMI), 2(3), 120–127. https://doi.org/10.36782/jemi.v2i3.1915

Hasan, A. (2013). Marketing dan Kasus - Kasus Pilihan. In Yogyakarta. CAPS (Center For Academic Publishing Service). https://doi.org/10.1007/978-1-4471-4315-4

Jayani, D. H. (2019a). 10 E-commerce dengan Pengunjung Terbesar Kuartal III-2019. Databoks. https://databoks.katadata.co.id/

Jayani, D. H. (2019b). Berapa Pengguna Internet di Indonesia? Databoks. https://databoks.katadata.co.id/

Jonathan, H. (2013). Analisis Pengaruh E-Service Quality terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty PT Bayu Buana Travel Tbk. The Winners, 14(2), 104. https://doi.org/10.21512/tw.v14i2.650

K, Charles; J, Aderonke Atinuke Oni Oyerinde; O, A. I. E. (2016). International Journal of Bank Marketing. International Journal of Bank Marketing, 34(3), 1–32. https://doi.org/10.1108/02652323199400002

Kotler, P. (2012). Kotler P. Marketing management/Philip Kotler, Kevin Lane Keller. Pearson Educ Int. 2012. Pearson Education International.

Kundu, S. D., & Kumar, S. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. EuroMed Journal of Business, 10(1), 21–46.

Lin, Y., Luo, J., Cai, S., Ma, S., & Rong, K. (2016). Exploring the service quality in the e-commerce context: A triadic view. Industrial Management and Data Systems, 116(3), 388–415. https://doi.org/10.1108/IMDS-04-2015-0116

Moon, Y. J. (2013). The tangibility and intangibility of e-service quality. International Journal of Smart Home, 7(5), 91–102. https://doi.org/10.14257/ijsh.2013.7.5.10

Rizal, A. (2020). Jadi e-commerce Paling Banyak Dikomplain, Ini Penjelasan Bukalapak dan JD.ID. Infokomputer. https://infokomputer.grid.id

Seyed Ghorban, Z., & Tahernejad, H. (2012). A Study on Effect of Brand Credibility on Word of Mouth: With Reference to Internet Service Providers in Malaysia. International Journal of Marketing Studies, 4(1), 26–37. https://doi.org/10.5539/ijms.v4n1p26

Supranto. (2001). Pengukuran Tingkat Kepuasan Pelanggan. Untuk Menaikkan Pangsa Pasar. In Edisi Baru.

Tabachnick, Barbara G; Fidell, L. S. (2013). Using Multivariate Statistics. In Contemporary Psychology: A Journal of Reviews (Vol. 6). https://doi.org/10.1037/022267

Tjiptono. (2008). Stratergi Pemasaran. In Edisi Kedua, Penerbit Andi,Yogyakarta.

Widowati, H. (2019). Indonesia Jadi Negara dengan Pertumbuhan E-commerce Tercepat di Dunia. Databoks. https://databoks.katadata.co.id/

Wiratna, S. (2014). Metodologi penelitian Lengkap, Praktis dan Mudah Dipahami. In Pt.Pustaka Baru.

Ye, Q., & Ma, B. (2017). Chapter 1 Connotation Of E-commerce. Internet+ and Electronic Business in China: Innovation and Applications, 3–12. https://doi.org/10.1108/978-1-78743-115-720171001


Full Text: PDF

Refbacks

  • There are currently no refbacks.


Indexed by :

http://journal.bakrie.ac.id/public/site/images/admin/neliti-blue_02_120 http://journal.bakrie.ac.id/public/site/images/admin/googlescholar_logo_120 http://journal.bakrie.ac.id/public/site/images/admin/garuda1_120_01 http://journal.bakrie.ac.id/public/site/images/admin/ios_perpus02_146 http://journal.bakrie.ac.id/public/site/images/admin/crossref-logo21_158

 

Editorial Office :

Journal of Entrepreneurship, Management and Industry (JEMI)

http://journal.bakrie.ac.id/public/site/images/admin/logo_ub_-_dasar_terang_120

Jl. HR Rasuna Said Kav. C-22, Rasuna Epicentrum, Kuningan. Jakarta Selatan 12920. email : [email protected]


http://journal.bakrie.ac.id/public/site/images/admin/5ajamrit_t_01

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.