Analisis Komparasi Electronic Service Quality pada Penggunaan E-commerce Shopee dan Tokopedia

Paluppa, Lilian Christabelle (2024) Analisis Komparasi Electronic Service Quality pada Penggunaan E-commerce Shopee dan Tokopedia. Tugas Akhir (S1) - thesis, Universitas Bakrie.

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Abstract

Shopee and Tokopedia are e-commerce platforms widely used by people today to find, sell, and purchase items quickly and efficiently. However, despite being the most visited e-commerce platforms, Shopee and Tokopedia may still provide less than satisfactory Electronic Service Quality due to the numerous complaints directed at both platforms. Therefore, this study aims to analyze and compare the Electronic Service Quality of Shopee and Tokopedia e-commerce platforms. Additionally, it seeks to identify the dimensions that require priority improvement using Importance Performance Analysis. This study employs seven dimensions of Electronic Service Quality, which were determined by comparing five previous studies on Electronic Service Quality. The results of this study, based on Importance Performance Analysis, indicate that there is no significant difference in Electronic Service Quality between Shopee and Tokopedia. This is due to both e-commerce platforms exhibiting subpar performance in the same five dimensions. Therefore, improving these dimensions should be a priority for both Shopee and Tokopedia in the future. The t-test results indicate a significant difference in the performance of electronic service quality between Shopee and Tokopedia. However, there is no significant difference in the importance of electronic service quality between Shopee and Tokopedia.

Item Type:	Thesis (Tugas Akhir (S1) - )
Uncontrolled Keywords:	Electronic Service Quality, Importance Performance Analysis, E-commerce, Shopee, Tokopedia
Subjects:	Marketing > Branding (Marketing) Marketing Thesis > Thesis (S1)
Divisions:	Fakultas Ekonomi dan Ilmu Sosial > Program Studi Manajemen
Depositing User:	Lilian Christabelle Paluppa
Date Deposited:	05 Sep 2024 04:05
Last Modified:	05 Sep 2024 04:05
URI:	https://repository.bakrie.ac.id/id/eprint/10545

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