eprintid: 59699
rev_number: 21
eprint_status: archive
userid: 24640
dir: disk0/00/05/96/99
datestamp: 2026-04-14 01:52:52
lastmod: 2026-04-14 01:52:52
status_changed: 2026-04-14 01:52:52
type: thesis
metadata_visibility: show
creators_name: Ompusunggu, Romauli
creators_id: 3333220122
contributors_type: http://www.loc.gov/loc.terms/relators/THS
contributors_name: Anggraeni, Shanti Kirana
contributors_id: 197401292003122001
corp_creators: UNIVERSITAS SULTAN AGENG TIRTAYASA
corp_creators: FAKULTAS TEKNIK
corp_creators: JURUSAN TEKNIK INDUSTRI
title: ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX
ispublished: pub
subjects: H1
subjects: HD28
subjects: HF
divisions: Industri
full_text_status: restricted
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
date_type: published
pages: 113
institution: Fakultas Teknik Universitas Sultan Ageng Tirtayasa
department: TEKNIK INDUSTRI
thesis_type: sarjana
thesis_name: sarjana
citation:   Ompusunggu, Romauli  (2026) ANALISIS PERBEDAAN KEPUASAN KONSUMEN TERHADAP PEMBELIAN IPHONE SECARA OFFLINE DAN ONLINE DI TOKO IBOX.  S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.   
document_url: https://eprints.untirta.ac.id/59699/1/Romauli%20Ompusunggu_3333220122_Fulltext.pdf
document_url: https://eprints.untirta.ac.id/59699/2/Romauli%20Ompusunggu_3333220122_01.pdf
document_url: https://eprints.untirta.ac.id/59699/3/Romauli%20Ompusunggu_3333220122_02.pdf
document_url: https://eprints.untirta.ac.id/59699/4/Romauli%20Ompusunggu_3333220122_03.pdf
document_url: https://eprints.untirta.ac.id/59699/5/Romauli%20Ompusunggu_3333220122_04.pdf
document_url: https://eprints.untirta.ac.id/59699/6/Romauli%20Ompusunggu_3333220122_05.pdf
document_url: https://eprints.untirta.ac.id/59699/7/Romauli%20Ompusunggu_3333220122_06.pdf
document_url: https://eprints.untirta.ac.id/59699/9/Romauli%20Ompusunggu_3333220122_Ref.pdf
document_url: https://eprints.untirta.ac.id/59699/10/Romauli%20Ompusunggu_3333220122_Lamp.pdf
document_url: https://eprints.untirta.ac.id/59699/11/Romauli%20Ompusunggu_3333220122_CP.pdf