Azhari, Riazmi Ramadhanty (2023) EVALUASI KUALITAS LAYANAN APLIKASI AYO SRC TOKO TERHADAP KEPUASAN PENGGUNA DENGAN DIMENSI E-SERVICE QUALITY. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
![[img]](https://eprints.untirta.ac.id/style/images/fileicons/text.png) |
Text (Fulltext)
Riazmi Ramadhanty Azhari_3333190008_Fulltext.pdf Restricted to Registered users only Download (5MB) |
|
Text (Bab 01)
Riazmi Ramadhanty Azhari_3333190008_01.pdf Restricted to Registered users only Download (1MB) |
|
Text (Bab 02)
Riazmi Ramadhanty Azhari_3333190008_02.pdf Restricted to Registered users only Download (561kB) |
|
Text (Bab 03)
Riazmi Ramadhanty Azhari_3333190008_03.pdf Restricted to Registered users only Download (345kB) |
|
Text (Bab 04)
Riazmi Ramadhanty Azhari_3333190008_04.pdf Restricted to Registered users only Download (695kB) |
|
Text (Bab 05)
Riazmi Ramadhanty Azhari_3333190008_05.pdf Restricted to Registered users only Download (144kB) |
|
Text (Bab 06)
Riazmi Ramadhanty Azhari_3333190008_06.pdf Restricted to Registered users only Download (185kB) |
|
Text (Daftar Pustaka)
Riazmi Ramadhanty Azhari_3333190008_Ref.pdf Restricted to Registered users only Download (185kB) |
|
Text (Lampiran)
Riazmi Ramadhanty Azhari_3333190008_Lamp.pdf Restricted to Registered users only Download (3MB) |
|
Text (Cek Plagiasi)
Riazmi Ramadhanty Azhari_3333190008_CP.pdf Restricted to Registered users only Download (20MB) |
Abstract
In helping retail businesses to develop and face business competition in the digital era, PT. SRC Indonesia Sembilan launched the Android mobile-based Áyo SRC Toko application. In using the Ayo SRC Toko application, there is some dissatisfaction with the quality of service delivered by users of Ayo SRC Toko application. In businesses that invest in information systems and are customer oriented, efforts are needed to improve service quality in order to achieve customer satisfaction and loyalty. The existence of dissatisfaction means that the performance of the application is not good enough to satisfy users, so a thorough study is needed to assess the priority attributes of the service quality of Ayo SRC Toko application. The approach to measuring customer satisfaction with service quality used E-Service Quality dimension, by integrating the Kano and IPA models it can avoid the limitations of the Kano model which ignores performance and importance attributes, covering the weaknesses of the IPA method in considering service quality in only one dimension. Then the 5W+1H analysis is used to formulate priority suggestions for attribute improvement. The results of the study yielded 2 (two) attributes in the top priority quadrant which priorities for improvement and suggestions for attribute improvement, including attribute 11 (products received according to existing displays and descriptions) and attribute 24 (application users can choose to be directed to direct employees, not just a bot in terms of problem solving).
| Item Type: | Thesis (S1) | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
|||||||||
| Additional Information: | Dalam membantu pelaku usaha retail untuk berkembang dan menghadapi persaingan bisnis di era digital, PT. SRC Indonesia Sembilan meluncurkan aplikasi Ayo SRC Toko berbasis mobile android. Pada penggunaan aplikasi Ayo SRC Toko, terdapat beberapa ketidakpuasan terhadap kualitas layanan yang disampaikan oleh pengguna aplikasi Ayo SRC Toko. Pada bisnis yang berinvestasi di sistem informasi dan berorientasi dengan pelanggan, diperlukan upaya untuk meningkatkan kualitas layanan agar tercapai suatu kepuasan dan loyalitas pelanggan. Adanya ketidakpuasan artinya kinerja yang dimiliki oleh aplikasi belum cukup baik dalam memuaskan pengguna sehingga diperlukan sebuah penelitian menyeluruh untuk menilai atribut prioritas kualitas layanan aplikasi Ayo SRC Toko. Pendekatan untuk mengukur kepuasan pelanggan terhadap kualitas pelayanan yang digunakan adalah dimensi E-Service Quality, dengan mengintegrasi model Kano dan IPA dapat menghindari keterbatasan model Kano yang mengabaikan atribut kinerja dan kepentingan, menutupi kelemahan metode IPA dalam mempertimbangkan kualitas layanan hanya dalam satu dimensi. Kemudian digunakan analisis 5W+1H untuk menyusun usulan prioritas perbaikan atribut. Hasil penelitian menghasilkan 2 (dua) atribut pada kuadran prioritas utama yang menjadi prioritas untuk diperbaiki dan usulan perbaikannya, diantaranya atribut 11 (produk yang diterima sesuai dengan display dan deskripsi yang ada) dan atribut 24 (pengguna aplikasi dapat memilih untuk diarahkan kepada karyawan langsung, bukan hanya berupa bot dalam hal penanganan masalah). | |||||||||
| Uncontrolled Keywords: | E-Service Quality, IPA, Kepuasan Pengguna, Model Kano. Keywords: E-Service Quality, IPA, Kano Model, User Satisfaction | |||||||||
| Subjects: | T Technology > T Technology (General) T Technology > TA Engineering (General). Civil engineering (General) |
|||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
|||||||||
| Depositing User: | Riazmi Ramadhanty Azhari | |||||||||
| Date Deposited: | 04 Sep 2023 14:08 | |||||||||
| Last Modified: | 21 Sep 2023 13:42 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/29281 |
Actions (login required)
 |
View Item |