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All Journal Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Riwayat: Educational Journal of History and Humanities ECONEUR (Journal of Economics and Entrepreneurship)
Komharudin Komharudin*
Program Pasca Sarjana Komputer Management, STMIK LIKMI STMIK Amik Bandung Kota Bandung
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Social Sciences

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Journal : Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan

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ANALISIS KUALITAS PELAYANAN MELALUI METODE E-SERVQUAL UNTUK MENGETAHUI KEPUASAN KONSUMEN E-COMMERCE SHOPEE PADA MASYARAKAT KOTA SUKABUMI Komharudin, Komharudin; Firman, Arief; Nurapipah, Dina
Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Vol. 4 No. 2 (2021): FairValue : Jurnal Ilmiah Akuntansi dan Keuangan
Publisher : Departement Of Accounting, Indonesian Cooperative Institute, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (232.751 KB) | DOI: 10.32670/fairvalue.v4i2.643

Abstract

This study aims to determine the analysis of service quality on Shopee customer satisfaction in Sukabumi City. This study uses a service quality model, namely E-ServQual which has seven dimensions, namely, efficiency, reliability, fulfillment, privacy, responsiveness, compensation, and contact. This study uses quantitative methods. The data collection technique used is by distributing questionnaires to obtain primary data, while secondary data is obtained from literature studies. This questionnaire consists of consumer perceptions and expectations. The tests carried out are validity tests and reliability tests which are then carried out by calculating the gap. The calculation results show that the seven dimensions have a negative gap value with three dimensions with the largest gap value, namely the dimensions of compensation, fulfillment and responsiveness, this means that service quality has not met shopee customer satisfaction. The results of this study indicate that the research results contribute to the quality of shopee services in Indonesia and customer satisfaction can be used as input or consideration in developing strategies in the future
Co-Authors Christina Juliane Dewangga Bayu Putra Mochamad Arief Firman Nurdin Nurapipah, Dina