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All Journal Jurnal Dehasen Mengabdi Guruku: Jurnal Pendidikan dan Sosial Humaniora Harmoni Pendidikan: Jurnal Ilmu Pendidikan SENMEA
Anggini, Anggini
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Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Journal : SENMEA

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ANALISIS TINGKAT KEPUASAN PELANGGAN DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) PADA ONLINE SHOP SHOPEE (STUDI KASUS PADA MAHASISWA PROGRAM STUDI MANAJEMEN FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS NUSANTARA PGRI KEDIRI) Anggini, Anggini; Subagyo, Subagyo; Widodo, Moch Wahyu
Prosiding Seminar Nasional Manajemen, Ekonomi dan Akuntansi Vol. 7 (2022): PROSIDING SEMINAR NASIONAL MANAJEMEN, EKONOMI DAN AKUNTANSI 2022
Publisher : Universitas Nusantara PGRI Kediri

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Abstract

This purpose of this research is to asccertain the level of customer satisfaction at the Shopee online shop. The research approach used is quantitative and is a descriptive type of research. The population used in this research were students of the Faculty of Economics and Business, Universitas Nusantara PGRI Kediri. The sample was determined by 92 students who were taken using the simple random sampling method. Collecting data make use of questionnaire which is then analyzed using Importance Performance analysis. The results of this study are that there are still some student customers who are not fulfil with the services provided by Shopee based on 5 dimensions of service quality in direct evidence (tangible), responsiveness (responsiveness) , reliability (reliability), concern ( empathy) and assurance (assurance).
Co-Authors Ade Irma Ananda Tazkia Ramadhani Andini Putri Dwi Nazwa Adisti Fitriano, Yun Miftahir Rizka Putri Diana Rinto Noviantoro, Rinto Santri, Dila Sari, Yana Nopita Subagyo Subagyo Widodo, Moch Wahyu