Nurlita, Rifa Izza (2017) Analisis Kualitas Layanan Website id.oriflame.com Terhadap Kepuasan Pelanggan Menggunakan E-S-Qual Dan E-Recs-Qual. Sarjana thesis, Universitas Brawijaya.
Abstract
Website id.oriflame.com merupakan e-commerce produk kecantikan Oriflame Indonesia yang memberikan kesempatan kepada pelanggan (Konsultan Oriflame) untuk mengembangkan bisnisnya tanpa berbatas waktu dan lokasi. Sistem tersebut merupakan program online dimana Konsultan Oriflame dapat melihat semua informasi bisnisnya (katalog online, bonus, stok kosong, dan lain-lain) dengan mudah sehingga target pemasaran produk lebih mudah dikontrol. Layanan website id.oriflame.com diciptakan untuk memenuhi kebutuhan dan kepuasan Konsultan. Dengan adanya kemudahan dari layanan website id.oriflame.com, namun berdasarkan hasil wawancara masih banyak keluhan yang dirasakan oleh Konsultan. Hal tersebut membuktikan bahwa kualitas layanan website id.oriflame.com belum sepenuhnya memuaskan Konsultan. Tujuan dari penelitian ini adalah untuk menganalisis kualitas layanan website id.oriflame.com yang memengaruhi kepuasan Konsultan Oriflame menggunakan 7 variabel independen. Data dikumpulkan melalui kuesioner online sebanyak 140 responden Konsultan Oriflame Indonesia cabang Surabaya yang memiliki ID Konsultan dengan rentang usia antara 18-44 tahun. Jenis penelitian ini adalah penelitian kuantitatif yang menggunakan model E-S-QUAL dan E-RecS-QUAL serta metode analisis regresi linier berganda untuk mengetahui kualitas layanan yang memengaruhi kepuasan Konsultan. Model dan kuesioner yang digunakan pada penelitian ini mengacu pada penelitian sebelumnya dan disesuaikan dengan studi kasus yang digunakan. Berdasarkan hasil analisis dan pembahasan dapat disimpulkan bahwa variabel yang memengaruhi kepuasan pelanggan (Customer Satisfaction) adalah Efficiency, System Availability, Fulfillment, Privacy, Compensation dan Contact. Sedangkan variabel yang paling berpengaruh terhadap Customer Satisfaction adalah Fulfillment dan Contact.
English Abstract
id.oriflame.com website is an e-commerce of Oriflame Indonesia's beauty products that give opportunity to customers (Oriflame Consultants) to expand their business without the limited time and location. The system is an online program where the Oriflame Consultants can see all their business information (online catalogs, bonuses, empty stocks, etc.) so that the marketing product targets could be controlled easily. The website service of id.oriflame.com was created to meet the needs and the satisfaction of the Consultant. With the ease of id.oriflame.com website, but based on the interview results, there are still a lot of complaints felt by the Consultant. It proves that the quality of the website service of id.oriflame.com has not fully satisfied the Consultant. The purpose of this study was to analyze the quality factors of id.oriflame.com website service which affect the satisfaction of Oriflame Consultant using 7 independent variables. The Data were collected through an online questionnaire of 140 respondents of Oriflame Indonesia Consultants Branch of Surabaya who had ID Consultant with the age ranges between 18-44 years. The type of this research is quantitative research that used E-S-QUAL and E-RecS-QUAL model and multiple linear regression analysis method to know the factors that influence the consultant's satisfaction. The model and questionnaire used in this study refers to the previous research and prepared according to the case study used. Based on the results of the analysis and discussion, it can be concluded that the variables that affect the Customer Satisfaction is Efficiency, System Availability, Fulfillment, Privacy, Compensation and Contact. While the most affect of Customer Satisfaction is Fulfillment and Contact.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTIK/2017/503/051707825 |
| Uncontrolled Keywords: | Website id.oriflame.com, Oriflame Indonesia, E-S-QUAL, Kualitas Layanan, Kepuasan Pelanggan |
| Subjects: | 000 Computer science, information and general works > 006 Special computer methods > 006.7 Multimedia systems > 006.707 2 Web sites--research |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Yusuf Dwi N. |
| Date Deposited: | 04 Sep 2017 07:36 |
| Last Modified: | 20 Oct 2020 07:13 |
| URI: | http://repository.ub.ac.id/id/eprint/2045 |
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