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All Journal Jurnal Optimasi Sistem Industri OPERATION EXCELLENCE: Journal of Applied Industrial Engineering Vocatech : Vocational Education and Technology Journal Jurnal VORTEKS Jurnal Al Ulum: LPPM Universitas Al Washliyah Medan Jurnal Derma Pengabdian Dosen Perguruan Tinggi (Jurnal DEPUTI) Jurnal Cakrawala Ilmiah Journal of Innovation Research and Knowledge
Rezeki, Rahmad
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Journal : OPERATION EXCELLENCE: Journal of Applied Industrial Engineering

 1 
PERANCANGAN PERBAIKAN KUALITAS LAYANAN E-COMMERCE : STUDI PELANGGAN JAKARTA Rahmad Rezeki
Operations Excellence: Journal of Applied Industrial Engineering Vol 10, No 3, (2018): OE November 2018
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/oe.v10.3.2018.007

Abstract

This study aims to measure the level of service quality and design of services quality improvement for e-commerce B to C (Business to Customer) and C to C (Customer to Customer) based on the perception of Jakarta customers. This research was conducted on Lazada and Blibli customers for B to C and Tokopedia and Bukalapak for C to C in Jakarta. The method used is eservqual method with 8 dimensions that is fulfillment, reliability, responsiveness, information, customer service, security, website design and empathy. Importance Performance Analysis (IPA) and Quality Function Deployment (QFD) methods for drafting proposals for improving service quality. The results of this study found that there is a gap in each dimension that is fulfillment: -0.55, reliability: -0.54, responsiveness: -0.76, information: -0.58, customer service: -0.75 , security: -0.60, website design: 0.47 and empathy: -0.68. The IPA results show that there are 24 quality attributes that must be corrected immediately with a proposed improvement plan that is the management of website content, procedures for updating and installing website content, information on the website integrated with order handling processes, customer service management, customer complaint service procedures, standards customer communication, integrated order handling management, optimization and efficiency of order handling processes, return procedures, customer data management, security of transaction processing and customer service media development. .
Co-Authors Abdul Azis Syari Alizar Hasan Asmara Sari Nasution Berry Yuliandra Damanik, Rahmat Indrajaya Edy Syahputra Saragih Hendra Tongam Maraden Purba Masdania Zuraiah Masdania Zurairah Misdawati Misdawati Muhammad Fiza Lubis Refiza Refiza, Refiza Reini Auliya Rizka Rida Saragih, Edy Siregar, Masdania Zurairah Sitepu, Oky Febryanta Zaharuddin Zaharuddin Zurairah, Masdania