Anantika, Ratna Khansa (2017) Evaluasi Kualitas Layanan Pada Aspek Before Sales Service, After Sales Service, Dan Kepuasan Pelanggan (Studi Pada E-Commerce XYZ). Sarjana thesis, Universitas Brawijaya.
Abstract
E-Commerce XYZ merupakan salah satu E-Commerce yang memiliki peringkat tinggi dari tahun ke tahun, tetapi belum dapat menjadi peringkat yang teratas. Hal tersebut menunjukkan bahwa pentingnya kepuasan pelanggan dalam mempengaruhi kualitas layanan yang diharapkan dapat meningkatkan peringkat dari E-Commerce XYZ. Penelitian memiliki pengujian pada dua kualitas layanan, yaitu Before Sales Service dan After Sales Service dengan menggunakan E-S-QUAL dengan analisis Regresi Linear dan Rank Spearman. Before Sales Service berperan sebagai persepsi pelanggan sebelum bertransaksi yang akan diteliti dengan skala E-S-QUAL, sedangkan After Sales Service berperan sebagai persepsi ketika pelanggan sudah melakukan transaksi hingga barang sampai pada pelanggan yang akan diteliti dengan skala E-Recs-QUAL. Teknik pengumpulan data dilakukan dengan cara penyebaran kuesioner dengan jumlah sampel 100 responden yang berkarakteristik pernah berkunjung dan bertransaksi di E-Commerce XYZ. Hasil penelitian menunjukkan Efficiency, Fulfillment, System Availability, Privacy, Responsiveness, Compensation, dan Contact masing-masing memiliki pengaruh yang signifikan terhadap kepuasan pelanggan. Hasil penelitian secara bersama-sama juga menunjukkan Before Sales Service dan After Sales Service memiliki pengaruh yang signifikan terhadap kepuasan pelanggan.
English Abstract
E-Commerce XYZ is one of the most highly ranked E-Commerce sites from year to year, but it can not be ranked top. It shows that the importance of user satisfaction in influencing the quality of service is expected to improve the ranking of E-Commerce XYZ. Research has tested on two quality services, ie Before Sales Service and After Sales Service by using E-S-QUAL with Linear Regression analysis and Rank Spearman. Before Sales Service acts as a user perception before transacting to be researched on an E-S-QUAL scale, while After Sales Service acts as a perception when the user has transacted until goods sent to the hand of customers that will be examined on an E-RecS-QUAL scale. Data collection technique is done by distributing questionnaires with the number of samples of 100 respondents who have characterized the ever visited and transacted at E-Commerce XYZ. The results showed Efficiency, Fulfillment, System Availability, Privacy, Responsiveness, Compensation, and Contact respectively have a significant relationship to satisfaction. The results of the research together also shows Before Sales Service and After Sales Service has a significant relationship to satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTIK/2017/635/051708147 |
| Uncontrolled Keywords: | E-Commerce, E-Commerce XYZ, Before Sales Service, After Sales Service, E-SQUAL, Kualitas Layanan, Kepuasan, Regresi Linear, Rank Spearman |
| Subjects: | 000 Computer science, information and general works > 005 Computer programming, programs, data > 005.4 Systems programming and programs > 005.43 Systems programs > 005.437 User interfaces |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Yusuf Dwi N. |
| Date Deposited: | 09 Oct 2017 03:55 |
| Last Modified: | 29 Nov 2020 15:17 |
| URI: | http://repository.ub.ac.id/id/eprint/3410 |
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