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All Journal Jurnal Ilmiah Teknik Industri PERFORMA : Media Ilmiah Teknik Industri
Eko Pujiyanto
Sebelas Maret University
Engineering Industrial & Manufacturing Engineering

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Designing The Proposed Improvement of TIX ID Online Cinema Ticket Purchase Service Quality Julya Ditazha; Eko Pujiyanto; I Wayan Suletra
Jurnal Ilmiah Teknik Industri Vol. 19, No. 02, December 2020
Publisher : Department of Industrial Engineering Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jiti.v19i2.11540

Abstract

TIX ID is application in Indonesia that provides new experiences in purchasing cinema tickets. The success of a company can be seen from service quality in fulfilling the satisfaction of customers. Therefore, the purpose of this study is to designing the proposed improvement TIX ID online cinema ticket purchase service quality. This study was conducted in three stages, namely testing the hypotheses of the relationship between variables using PLS-SEM, measuring service quality using the servqual method, and designing the proposed improvement. The result of this study is e-service quality has a significant effect on e-satisfaction and e-loyalty. In addition, the dimensions of e-service quality are dominant effect on the low TIX ID service quality is compensation, with a gap of 27%. Recommendations for improvement are providing customer access to be able to contact customers service directly and SOP of the cooperation TIX ID and DANA.
Analisis Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan pada Sistem Pembayaran Netflix Jeehad Muhammad Syafiq Urbayani; Eko Pujiyanto; Fakhrina Fahma
Performa: Media Ilmiah Teknik Industri Vol 21, No 2 (2022): Performa: Media Ilmiah Teknik Industri
Publisher : Industrial Engineering Study Program, Faculty of Engineering, Universitas Sebelas Maret

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20961/performa.21.2.57763

Abstract

Masa pandemi memaksa masyarakat membatasi seluruh aktivitas di luar ruangan seperti pekerjaan, pendidikan, dan hiburan. Industri perfilman turut terkena dampaknya sehingga masyarakat tidak bisa menyaksikan penayangan film di bioskop. Masyarakat menonton film hanya dari rumah melalui media streaming film digital. Salah satu media streaming film terbesar saat ini adalah Netflix. Netflix mendapatkan 37 juta pelanggan baru selama masa pandemi. Hal ini perlu dijaga dengan memperhatikan kualitas layanan Netflix. Kualitas layanan yang paling banyak dikeluhkan pelanggan adalah kualitas layanan sistem pembayarannya. Untuk itu dilakukan penelitian mengenai pengaruh kualitas layanan (­e-Service Quality dan e-Recovery Service Quality) terhadap kepuasan pelanggan (e-Satisfaction) dan loyalitas pelanggan (e-Loyalty). Penelitian dilakukan dengan metode Structural Equation Modeling (SEM) menggunakan software SmartPLS. Pengembangan alat ukur kuesioner menunjukkan terdapat 11 dimensi yang menjadi dasar pembuatan kuesioner dan dibagikan kepada 150 responden pelanggan Netflix. Hasil penelitian telah menunjukkan bahwa e-Service Quality berpengaruh signifikan secara positif terhadap e-Satisfaction, e-Recovery Service Quality berpengaruh signifikan secara positif terhadap e-Satisfaction, dan e-Satisfaction berpengaruh signifikan secara positif terhadap e-Loyalty.
Co-Authors Fakhrina Fahma I Wayan Suletra Jeehad Muhammad Syafiq Urbayani Julya Ditazha