GDL

Analysis of Electronic Service Quality Online Shopping On Bukalapak Customers in Bandung

Tugas Akhir, 024 / 2019 / ABS
Undergraduate Theses from JBPTPPOLBAN / 2020-02-17 08:18:08
Oleh : Satia Anggraeni - 165211026 (anggraenisatia@gmail.com)
Dibuat : 2020-02-17, dengan 4 file

Keyword : e-Commerce, kualitas, pelayanan, elektronik
Subjek : e-Commerce, quality, service, electronic

Seiring dengan kemajuan zaman yang semakin canggih membuat perkembangan teknologi berkembang dengan pesat, khususnya teknologi informasi (internet). Perkembangan internet memberikan pengaruh yang besar terhadap kehidupan manusia, contohnya gaya hidup. Salah satu perubahan gaya hidup yang disebabkan oleh perkembangan teknologi yaitu berubahnya cara orang berbelanja dari konvensional menjadi belanja online. Untuk memenuhi kegiatan tersebut maka perusahaan mendirikan sebuah website e-Commerce. Di Indonesia terdapat beberapa e-Commerce terkemuka, diantaranya adalah Bukalapak. Sebagai e-Commerce terkemuka, Bukalapak berusaha memberikan kualitas pelayanan yang baik kepada konsumen. Namun dalam kenyataannya masih ada berbagai keluhan konsumen mengenai kualitas pelayanan yang dianggap kurang, seperti website yang sering terjadi kesalahan dan lamanya pencairan dana ke rekening pribadi. Penelitian ini bertujuan untuk mengetahui tingkat kualitas pelayanan elektronik Bukalapak pada konsumen di Kota Bandung. Dimensi yang digunakan ialah tujuh dimensi kualitas pelayanan elektronik menurut Zeithaml, yakni efisiensi, reliabilitas, fulfillment, privasi, daya tanggap, kompensasi dan kontak. Penelitian ini menggunakan metode deskriptif dengan pendekatan kuantitatif. Metode ini digunakan untuk menjelaskan hasil penelitian secara deskriptif dari data yang didapatkan melalui kuesioner. Hasil penelitian menunjukkan bahwa kualitas pelayanan elektronik secara umum cukup baik. Walaupun demikian, masih terdapat dimensi yang harus diperbaiki lagi yaitu dimensi realibilitas karena berada pada kategori tidak baik. Dimensi yang memiliki nilai rata-rata tertinggi ialah efisiensi, sedangkan dimensi yang memiliki nilai rata-rata terendah adalah reliabilitas. Kata kunci: e-Commerce, kualitas, pelayanan, elektronik.

Deskripsi Alternatif :

Along with the progress of an increasingly sophisticated era made the development of technology develop rapidly, especially for information technology (internet). The development of the internet has big influence in human life, for example lifestyle. One of the lifestyle changes caused by technological development was changing the way people from conventional shopping to online shopping. To fulfill this activity, the company established an e-Commerce website. In Indonesia, there were several prominent e-Commerce, Bukalapak was one of them. As a leading e-Commerce, Bukalapak strove to provide good quality service to consumers. But, in reality, there were still various consumer complaints regarding the quality of services that were considered to be lacking, such as websites that often made mistakes and the length of time disbursed funds to personal accounts. The aims of this study was to determine the level of quality of Bukalapak's electronic services to consumers in Bandung. The dimensions used seven dimensions of electronic service quality. According to Zeithaml, that consists of efficiency, system availability, fulfillment, privacy, responsiveness, compensation and contact. This study used a descriptive method with a quantitative approach. The method of this study used to explain the results of the research descriptively from the data obtained through the questionnaire. The results showed that the quality of electronic services in general was quite good. Nevertheless, there were still dimensions that need to be corrected, namely the dimensions of reliability because they were in low category. The dimensions that have the highest average value were efficiency, while the dimensions that have the lowest average value were reliability. Keywords: e-Commerce, quality, service, electronic.

Beri Komentar ?#(0) | Bookmark

Properti	Nilai Properti
ID Publisher	JBPTPPOLBAN
Organisasi
Nama Kontak	Erlin Arvelina
Alamat	Jl. Trsn. Gegerkalong Hilir Ds. Ciwaruga
Kota	Bandung
Daerah	Jawa Barat
Negara	Indonesia
Telepon	022 201 3789 ext. 168, 169, 239
Fax	022 201 3889
E-mail Administrator	erlin.arvelina@polban.ac.id
E-mail CKO	erlin.arvelina@polban.ac.id