ANALISIS KEPUASAN PENGGUNA LAYANAN SHOPEE MENGGUNAKAN METODE E-SERVQUAL (STUDI KASUS: MAHASISWA UNIVERSITAS RIAU)
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Date
2023-02
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Elfitra
Abstract
Shopee is an online marketplace application that can be accessed via a smartphone,
with this application making shopping and selling activities easier. Behind this
convenience, of course there are more or less shortcomings that are felt by users, such
as slow application responses which can affect service quality, therefore an analysis is
needed to measure the extent to which the system provides services to users. The
number of respondents to this study was 100 (one hundred) active students at the
University of Riau in 2021. This research used the E-Servqual method, which consisted
of 7 (seven) dimensions and the analysis used in this research was the Importance
Performance Analysis (IPA) Matrix. Based on the results of the overall calculation, the
User Satisfaction Index (IKP) was obtained at 72.79%, which means that users are
quite satisfied with the services provided by the Shopee application.
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Keywords
Analysis, User Satisfaction, Shopee App, E-Servqual, IPA
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