Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan E-Commerce Jd.Id Menggunakan Metode E-Servqual

 Rizka Septiana Putri (Institut Teknologi Telkom Purwokerto, Purwokerto, Indonesia)
 Sarah Astiti (Institut Teknologi Telkom Purwokerto, Purwokerto, Indonesia)
 (*)Rona Nisa Sofia Amriza Mail (Institut Teknologi Telkom Purwokerto, Purwokerto, Indonesia)

(*) Corresponding Author

Submitted: March 7, 2022; Published: April 25, 2022

Abstract

This study aims to determine which dimensions have a significant effect on customer satisfaction and to find out which service dimensions are the main priority to be improved using the E-Servqual method. The E-servqual method is the method used to measure the quality of services provided online. The dimensions of E-servqual that will be used in this research are system availability, fulfillment, efficiency, privacy, compensation, responsiveness, and contact. Collecting data in this study by distributing questionnaires with the respondent's criteria, namely JD.ID E-Commerce users. The results of this study indicate that the variables of efficiency, system availability, compensation, and responsiveness have a significant effect on JD.ID consumer satisfaction while fulfillment, privacy, and contact variables have no significant effect on JD.ID consumer satisfaction

Keywords


E-Commerce; E-Servqual; JD.ID; Service Quality

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