ANALISIS TINGKAT KEPUASAN PELANGGAN VIDIO MENGGUNAKAN METODE E-SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS DI DKI JAKARTA

Altaf Fattan Achwanda, . (2024) ANALISIS TINGKAT KEPUASAN PELANGGAN VIDIO MENGGUNAKAN METODE E-SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS DI DKI JAKARTA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study aims to analyze customer satisfaction with Vidio using the eServqual and Importance Performance Analysis (IPA) methods in DKI Jakarta. Customer satisfaction is evaluated by measuring expectations and perceptions, identifying gaps, conformity levels, and importance levels. This quantitative research surveyed 100 respondents selected through purposive sampling. Primary data were collected via Google Forms and analyzed using SPSS, e-Servqual, and IPA methods. Results reveal two service quality dimensions that have not met customer satisfaction: Fulfillment with a gap value of -0.07 and Responsiveness with -0.16, indicating discrepancies between promised and received services. The Fulfillment dimension pertains to the accuracy of keeping promises, while Responsiveness reflects the speed of addressing customer needs. Based on the IPA method, the conformity level for Fulfillment is 98% and Responsiveness is 96%, highlighting that both dimensions fall below customer expectations. The attribute "Vidio quickly handles customer complaints" (R3) is located in quadrant I, making it a priority for improvement. Meanwhile, seven service attributes fall under quadrant II, suggesting they should be maintained due to their satisfactory performance. This study underscores the practical value of the e-Servqual and IPA methods in guiding Vidio toward enhancing service quality and operational efficiency, strengthening its market competitiveness.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2110111063] [Pembimbing: Jenji Gunaedi Argo] [Penguji 1: Heni Nastiti] [Penguji 2: Ardhiani Fadila]
Uncontrolled Keywords: E-Service Quality, Customer Satisfaction, Service Quality, Importance Performance Analysis, Video.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: ALTAF FATTAN ACHWANDA
Date Deposited: 11 Feb 2025 07:07
Last Modified: 11 Feb 2025 07:07
URI: http://repository.upnvj.ac.id/id/eprint/34723

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