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primary topic: ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX

ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX
type: Thesis
type: Article
abstract: The development of digital sales channels has encouraged retail companies to provide both offline and online purchasing alternatives, including for iPhone sales at iBox. Differences in service characteristics between these two purchasing methods have the potential to affect customer satisfaction levels. This study aims to analyze differences in customer satisfaction levels between offline and online iPhone purchases at iBox and to identify the most contrasting dimensions of service quality between the two purchasing methods. This study uses a quantitative approach with a survey method using a questionnaire instrument compiled based on the five dimensions of SERVQUAL, namely tangibles, reliability, responsiveness, assurance, and empathy. The analysis techniques used include descriptive statistical analysis and the Independent Sample t-test to determine the difference in consumer satisfaction levels between the two purchasing groups. The results show a significant difference in customer satisfaction between offline and online purchases, with a t-value of 3.745 and a significance level of <0.001. The mean satisfaction score for offline purchases is 3.9025, which is higher than online purchases at 3.5944, with a mean difference of 0.30813. All SERVQUAL dimensions show significant differences, with responsiveness having the highest mean difference of 0.3687. It can be concluded that offline purchasing provides higher customer satisfaction than online purchasing, and responsiveness is the most dominant factor influencing the difference in satisfaction.
date: 2026
status: published
creator: Romauli Ompusunggu
author list: authors
THS: Shanti Kirana Anggraeni
type: EPrint
type: ThesisEPrint
is part of: repository
has document: ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX (Text)
subject: H Social Sciences (General)
subject: HD28 Management. Industrial Management
subject: HF Commerce

ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX (Text)
type: Document

ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX (Text)
type: Document

ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX (Text)
type: Document

ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX (Text)
type: Document

ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX (Text)
type: Document

ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX (Text)
type: Document

ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX (Text)
type: Document

ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX (Text)
type: Document

ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX (Text)
type: Document

ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX (Text)
type: Document

Fakultas Teknik Universitas Sultan Ageng Tirtayasa
type: Organization

TEKNIK INDUSTRI, Fakultas Teknik Universitas Sultan Ageng Tirtayasa
type: Organization

Shanti Kirana Anggraeni
type: Person
given name: Shanti Kirana
family name: Anggraeni

Romauli Ompusunggu
type: Person
given name: Romauli
family name: Ompusunggu

UNIVERSITAS SULTAN AGENG TIRTAYASA
type: Organization

FAKULTAS TEKNIK
type: Organization

JURUSAN TEKNIK INDUSTRI
type: Organization

HTML Summary of #59699 ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX
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primary topic: ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX

H Social Sciences (General)
type: Concept

HD28 Management. Industrial Management
type: Concept

HF Commerce
type: Concept