ANALISIS KUALITAS PELAYANAN UNTUK MENGETAHUI KEPUASAN PELANGGAN BERDASARKAN CUSTOMER SATISFICATION INDEX MENGGUNAKAN METODE E-SERVICE QUALITY (STUDI KASUS : PENGGUNA APLIKASI PEGIPEGI)

ANGELINA, ANDESTA and Hardiyanti, Dinna Yunika and Lestarini, Dinda (2022) ANALISIS KUALITAS PELAYANAN UNTUK MENGETAHUI KEPUASAN PELANGGAN BERDASARKAN CUSTOMER SATISFICATION INDEX MENGGUNAKAN METODE E-SERVICE QUALITY (STUDI KASUS : PENGGUNA APLIKASI PEGIPEGI). Undergraduate thesis, Sriwijaya University.

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Abstract

Assessment of the service quality of an application is needed to determine the level of satisfaction of application users with the services provided by the application. In the Pegipegi application itself, users still feel dissatisfied with existing services, on Google Playstore, various user complaints can be seen including payment methods that cannot be changed, the prices in the application do not match hotel prices, cannot be refunded, there is no notification from the application regarding payment or order. These things make application users switch to other applications and even uninstall the pegipegi application. In this study using the e-service quality method which aims to determine the quality of service in the Pegipegi application. The measurement of the overall level of customer satisfaction is used by the Customer Satisfication Index, then the measurement of user satisfaction per dimension is based on the gap value of each question. The sampling technique in this study used the Lemeshow formula. Then obtained 126 respondents from the entire population of Pegipegi application users. The results of this study are the user satisfaction of the Pegipegi application based on the calculation of the Customer Satisfaction Index is at a very satisfactory level with a value of 86.93, but in the gap analysis there is still a gap and the dimensions that are prioritized for improvement are, the compensation dimension for an increase in performance regarding the refund system or refund when there is an order error, or product handling fees. Finally, on the responsiveness dimension, contact service must be faster in responding to customer complaints. Keywords: pegipegi, e-service quality, gap analysis, Customer Satisfication Index

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	pegipegi, e-service quality, gap analisis, Customer Satisfication Index
Subjects:	T Technology > T Technology (General) > T58.4 Managerial control systems Information technology. Information systems (General)
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Andesta Angelina
Date Deposited:	10 Aug 2022 03:43
Last Modified:	10 Aug 2022 03:46
URI:	http://repository.unsri.ac.id/id/eprint/76545

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