AMELIA, ADISYA GHINA (2025) ANALISA KUALITAS LAYANAN PADA E-COMMERCE SHOPEE DENGAN MENGGUNAKAN DIMENSI ELECTRONIC SERVICE QUALITY. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
Shopee is one of the e-commerce media that is widely used by the Indonesian people. However, in practice, Shopee still faces a number of problems related to applications that are prone to errors or the absence of expedition selection features for shipping goods and other problems. Facing this problem, a study was conducted on the Analysis of Service Quality on Shopee E-Commerce Using the Electronic Service Quality Dimension. This study was conducted with the aim of determining the factors of service quality. The IPA method is used to analyze attributes based on the level of importance and attribute performance, while the PGCV method is used to analyze the potential for consumer value for the attributes that are being improved. Then the 5W + 1H Analysis Method is used to analyze recommendations for improvements to attributes that are a priority for improvement. Based on the results of the study, there are 6 attributes that are a priority for improvement.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Shopee merupakan salah satu media e-commerce yang ramai digunakan oleh masyarakat Indonesia. Namun, dalam praktiknya Shopee masih menghadapi sejumlah permasalahan terkait aplikasi yang mudah eror atau tidak adanya fitur pemilihan ekspedisi untuk pengiriman barang dan permasalahan lainnya. Menghadapi permasalahan ini, maka dilakukanlah penelitian mengenai Analisa Kualitas Layanan pada E-Commerce Shopee Dengan Menggunakan Dimensi Electronic Service Quality. Penelitian ini dilakukan dengan tujuan untuk mengetahui faktor-faktor kualitas layanan. Metode IPA digunakan untuk menganalisa atribut-atribut berdasarkan tingkat kepentingan dan kinerja atribut sedangkan Metode PGCV digunakan untuk menganalisa potensi besar nilai konsumen terhadap atribut yang diperbaiki. Kemudian Metode Analisa 5W+1H digunakan untuk menganalisa rekomendasi perbaikan terhadap atribut yang menjadi prioritas perbaikan. Berdasarkan hasil penelitian, terdapat 6 atribut yang menjadi prioritas perbaikan. | |||||||||
| Subjects: | T Technology > T Technology (General) | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Mrs. Adisya Ghina Amelia | |||||||||
| Date Deposited: | 27 Oct 2025 01:20 | |||||||||
| Last Modified: | 27 Oct 2025 01:20 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/55519 |
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