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Journal : Journal of Information Systems and Informatics

Measuring Tiktok Shop Service Quality Using The E-ServQual Method And Importance Performance Analysis (IPA) Method Marlindawati, Marlindawati; Sahfitri, Vivi; Rosalinda, Rosalinda
Journal of Information System and Informatics Vol 7 No 2 (2025): June
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v7i2.1108

Abstract

Utilizing online shop services is an example of applying technology that aims to increase product sales, one of which is TikTok Shop. This research aims to measure the quality of service provided by TikTok Shop in order to offer appropriate recommendations for improving service features and other aspects. The method used is e-servqual, which includes variables such as efficiency, compliance, reliability, privacy, responsiveness, compensation, and contact which are used to identify service quality factors that require repair, maintenance, or improvement. The Importance Performance Analysis (IPA) method is used to assess the performance of services provided to consumers compared to desired expectations. The results of measurement research using the e-ServQual method show a satisfaction index of 0.925274, which means TikTok Shop users are very satisfied, because the service quality score is close to 1. Measurements using the IPA method reveal three attributes that require performance improvement. These three attributes have the highest priority for improved to increase user satisfaction. Additionally, seven attributes can be retained because their performance exceeds the user's importance level. It is hoped that the results of this research can provide valuable contributions or insights for relevant stakeholders.
Co-Authors Adnan Adnan Agung Kurniawan Ahmad Tarmizi ahmad yani Ahmad, Munir Amelia, Yuli Putri Andri Ilham Annisa, Sindy Ari Indriani Arifuddin, Zona Arindy, Winda Dela Assidiqi, Afwan Astuti, Rizka Devi Widya Bancin, Dedi bila, salsa Br Manik, Sulis Bunaiya, Bunaiya Bunga, Chentika Anugra Cenia Chairul Bariah Chanifudin Chanifudin Daniati, Nur Hisna Diah, Yuliansyah M Dian Eka, Dian Dina Amalia Eka Suarmika, Putu Erlin Sarwila Farahatunnisa, Sita Fauziah, Siti Salma Febianti, Dwi Febrianita, Tiara Fitriani Hamda, Erna Hakam, Ahmad Hakim, Faridl Hamdani Abdulgani, Hamdani Hidayanti, Rika Husein, Ach. Munawi Hutasoit, Jisman Ikhwani, Yudi Indriyati K, Retno Izzatul Mardhiah, Izzatul Jalaluddin Jalaluddin Jasmadi Jasmadi, Jasmadi Khoirotunnisa’, Anis Umi Kodri Madang, Kodri Komarudin Komarudin Lalu Achmad Fathoni Lasri, Lasri LUKMAN, LUKMAN Mahendra, Ahdiyat Mahmud Achmad, Mahmud Makawiyah, Makawiyah Mardianti Mardianti, Mardianti Marlindawati Marlindawati, Marlindawati Maryanti, Atika Dwi Maylisna, Ira Mulhani, Mulhani Munajjah, Cut Farah Nafi’ah, Izza Kholisatun Nanda, Mahdika Putra Nelva Riza Neviyarni, Neviyarni Nisfil Mufidah Nor Susilawati Novianti, Andi Nurdin Dihan Nurdin Nurdin Nurmayanti, Santi Nurul Maulida, Nurul Nuswantoro, Bagus Subekti Olly Sanny, Hutabarat Pratama, Rizki Teja Putriana, Vierdha Nova Raharjo, Reza Dwi Fitriani Raharjo, Rezi Dwi Putriani Rahma, Ayu Rahmi Rahmi Rahmisyah, Rahmisyah Raju, Mohd. Jaisar Rehmaita Malem Roni Nugraha Syafroni Safaini, Safaini Sapsal, Muhammad Tahir Sari, Dzulhijah Purnama SAUDAH SAUDAH sita, Masita Siti Misra Susanti Siti Susanti, Siti Sofia, Devi Titin Solfema Subandi, Yeyen Suhardi Suhardi Syafriansyah, Mhd Syamsuddin, Ichwan P Taufik Taufik Tina, Siti Afit Ubabuddin, Ubabuddin Ulfa, Fahriji Ulfa, Santri Dwi Villia Anggraini Vivi Sahfitri Wahyudi, Mgs Ahmad wahyuni wahyuni Widya Astuti, Rizka Devi Wiratama, Jarot Wismantoro, Sindhu Yanti, Yusrina Firda Yeni Karneli Yuniarti, Desi