Wahyu, Wahyu Putri and Abdillah, Leon Andretti and Fatmasari, Fatmasari (2016) Analisis Kualitas Tokopedia Menggunakan Metode ServQual. Seminar Hasil Penelitian Sistem Informasi dan Teknik Informatika ke-2 (SHaP-SITI2016), 2.
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SHaP-SITI2016 001 001-006 HaryatiAbdillahFatmasari-UBD [ServQual, TokoPedia].pdf Download (628kB) | Preview |
Abstract
The study was conducted to determine the circumstances of quality Tokopedia website. Tokopedia is taking place onlineshop shopping website in sales, where people who want to buy goods in Tokopedia should enter History Tokopedia.com website before making a transaction. This study uses ServQual which is an instrument for measuring the quality of services provided by Tokopedia. Measurement of quality in this ServQual models based on 5 (five) dimensions : tangible, responsiveness, realibility, assurance, and empathy. In this study will be measured gap 5 (five) that is expected service and the fact that obtained by the customer. This method uses a questionnaire with 16 (sixteen) questions (attributes) that can be used to measure the quality of service and customer satisfaction levels in Tokopedia.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Online store quality, Tokopedia, ServQual. |
| Subjects: | A General Works > AI Indexes (General) T Technology > T Technology (General) |
| Divisions: | Faculty of Engineering, Science and Mathematics > School of Electronics and Computer Science |
| Depositing User: | AssocProf. Leon Abdillah |
| Date Deposited: | 15 Jun 2016 01:25 |
| Last Modified: | 15 Jun 2016 01:25 |
| URI: | http://eprints.binadarma.ac.id/id/eprint/2841 |
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