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Student Journal of Business and Management (SJBM)
Published by Universitas Bengkulu
ISSN : -     EISSN : 30266165     DOI : -
Core Subject : Economy,
Economics, Econometrics & Finance
Student Journal of Business and Management (SJBM) e-ISSN : 3026-6165 is an open access journal that publishes the results of writing scientific papers, as a forum for research publications and academic review results in the field of Management and Business. Editors invite writers and experts to publish and share their ideas through scientific and empirical research in the field of Management and Business. The main aim of this publication is to enhance theory, concepts and practice in management and business. Research dissemination will enable young researchers, and practitioners to present and share their empirical scientific findings. We will be a bridge between theory and practice in management and business. This journal is intended for researchers, lecturers, undergraduate and graduate students, and practitioners. Prepare your articles, SJBM editors will immediately accept articles for the next issue of the journal. Focus and Scope The focus of published journal articles is journal articles related to economics, business, management. The scope of writing journal articles within the scope of financial management, marketing management, business practices, human resource management, operations management, innovation and production, and financial management.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 7 Documents
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Pengaruh Konflik Peran Dan Ambiguitas Peran Terhadap Burnout Dan Dampaknya Pada Kinerja Pegawai Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Bengkulu Utara Vera Yanti; Fahrudin JS Fahreke; Uthari Vilapike
Student Journal of Business and Management Vol. 5 No. 1 (2022)
Publisher : Universitas Bengkulu

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Abstract The purpose of this study in general is to analyze the effect of role conflict and role ambiguity on burnout and its impact on the performance of the Population and Civil Registration Office of North Bengkulu Regency. The data used in this study is primary data obtained from the results of distributing questionnaires to employees of the Department of Population and Civil Registration of North Bengkulu Regency. The sample used in the analysis is 79 people taken by census technique. The data analysis method used is descriptive analysis and SEM analysis with PLS procedures. The results showed that: (1) Role conflict and role ambiguity had a significant effect on employee burnout at the Department of Population and Civil Registration of North Bengkulu Regency. (2) Role conflict has no significant effect on the performance of the Population and Civil Registration Office of North Bengkulu Regency. (3) Role ambiguity has a significant effect on the performance of the employees of the Department of Population and Civil Registration of North Bengkulu Regency. (4) Burnout has a significant effect on the performance of the Population and Civil Registration Office of North Bengkulu Regency. Suggestions that can be given from this research are: (1) Can be considered for the management of the Dukcapil Office of North Bengkulu Regency in improving employee performance through handling role conflicts and role ambiguity that affect burnout and ultimately affect the performance of employees who are concerned. Efforts that can be made to improve performance and reduce burnout are to divide tasks and functions clearly, establish two-way communication to establish a harmonious cooperative relationship between fellow employees and (2) Can be a consideration for employees of the Dukcapil Office of North Bengkulu Regency in carrying out tasks so that it runs effectively through the minimization of role conflict, role ambiguity and burnout. By improving these three things, it is expected that employee performance can be improved. Keywords: Role Conflict, Role Ambiguity, Burnout and Performance. Abstrak Tujuan penelitian ini secara umum adalah untuk menganalisis pengaruh konflik peran dan ambiguitas peran terhadap burnout serta dampaknya terhadap kinerja Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. Data yang digunakan dalam penelitian ini adalah data primer yang diperoleh dari hasil penyebaran kuesioner kepada pegawai Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. Sampel yang digunakan dalam analisis adalah 79 orang yang diambil dengan teknik sensus. Metode analisis data yang digunakan adalah analisis deskriptif dan analisis SEM dengan prosedur PLS. Hasil penelitian menunjukkan bahwa: (1) Konflik peran dan ambiguitas peran berpengaruh signifikan terhadap burnout pegawai pada Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. (2) Konflik peran berpengaruh tidak signifikan terhadap kinerja Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. (3) Ambiguitas peran berpengaruh signifikan terhadap kinerja pegawai Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. (4) Burnout berpengaruh signifikan terhadap kinerja Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. Saran yang dapat diberikan dari penelitian ini adalah: (1) Dapat menjadi bahan pertimbangan bagi manajemen Kantor Dukcapil Kabupaten Bengkulu Utara dalam meningkatkan kinerja pegawai melalui penanganan konflik peran dan ambiguitas peran yang berdampak pada burnout dan pada akhirnya berpengaruh terhadap kinerja pegawai yang khawatir. Upaya yang dapat dilakukan untuk meningkatkan kinerja dan mengurangi burnout adalah dengan membagi tugas dan fungsi secara jelas, menjalin komunikasi dua arah untuk menjalin hubungan kerjasama yang harmonis antar sesama pegawai dan (2) Dapat menjadi bahan pertimbangan bagi pegawai Kantor Dukcapil Bengkulu Utara Kabupaten dalam menjalankan tugas agar berjalan efektif melalui minimalisasi konflik peran, ambiguitas peran dan burnout. Dengan meningkatkan ketiga hal tersebut diharapkan kinerja pegawai dapat meningkat. Kata Kunci: Konflik Peran, Ambiguitas Peran, Burnout dan Kinerja.
Pengaruh Konflik Peran Dan Ambiguitas Peran Terhadap Burnout Dan Dampaknya Pada Kinerja Pegawai Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Bengkulu Utara Vera Yanti; Fahrudin JS Fahreke; Nasution
Student Journal of Business and Management Vol. 5 No. 1 (2022)
Publisher : Universitas Bengkulu

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Abstract

Abstract The purpose of this study in general is to analyze the effect of role conflict and role ambiguity on burnout and its impact on the performance of the Population and Civil Registration Office of North Bengkulu Regency. The data used in this study is primary data obtained from the results of distributing questionnaires to employees of the Department of Population and Civil Registration of North Bengkulu Regency. The sample used in the analysis is 79 people taken by census technique. The data analysis method used is descriptive analysis and SEM analysis with PLS procedures. The results showed that: (1) Role conflict and role ambiguity had a significant effect on employee burnout at the Department of Population and Civil Registration of North Bengkulu Regency. (2) Role conflict has no significant effect on the performance of the Population and Civil Registration Office of North Bengkulu Regency. (3) Role ambiguity has a significant effect on the performance of the employees of the Department of Population and Civil Registration of North Bengkulu Regency. (4) Burnout has a significant effect on the performance of the Population and Civil Registration Office of North Bengkulu Regency. Suggestions that can be given from this research are: (1) Can be considered for the management of the Dukcapil Office of North Bengkulu Regency in improving employee performance through handling role conflicts and role ambiguity that affect burnout and ultimately affect the performance of employees who are concerned. Efforts that can be made to improve performance and reduce burnout are to divide tasks and functions clearly, establish two-way communication to establish a harmonious cooperative relationship between fellow employees and (2) Can be a consideration for employees of the Dukcapil Office of North Bengkulu Regency in carrying out tasks so that it runs effectively through the minimization of role conflict, role ambiguity and burnout. By improving these three things, it is expected that employee performance can be improved. Keywords: Role Conflict, Role Ambiguity, Burnout and Performance. Abstrak Tujuan penelitian ini secara umum adalah untuk menganalisis pengaruh konflik peran dan ambiguitas peran terhadap burnout serta dampaknya terhadap kinerja Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. Data yang digunakan dalam penelitian ini adalah data primer yang diperoleh dari hasil penyebaran kuesioner kepada pegawai Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. Sampel yang digunakan dalam analisis adalah 79 orang yang diambil dengan teknik sensus. Metode analisis data yang digunakan adalah analisis deskriptif dan analisis SEM dengan prosedur PLS. Hasil penelitian menunjukkan bahwa: (1) Konflik peran dan ambiguitas peran berpengaruh signifikan terhadap burnout pegawai pada Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. (2) Konflik peran berpengaruh tidak signifikan terhadap kinerja Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. (3) Ambiguitas peran berpengaruh signifikan terhadap kinerja pegawai Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. (4) Burnout berpengaruh signifikan terhadap kinerja Dinas Kependudukan dan Catatan Sipil Kabupaten Bengkulu Utara. Saran yang dapat diberikan dari penelitian ini adalah: (1) Dapat menjadi bahan pertimbangan bagi manajemen Kantor Dukcapil Kabupaten Bengkulu Utara dalam meningkatkan kinerja pegawai melalui penanganan konflik peran dan ambiguitas peran yang berdampak pada burnout dan pada akhirnya berpengaruh terhadap kinerja pegawai yang khawatir. Upaya yang dapat dilakukan untuk meningkatkan kinerja dan mengurangi burnout adalah dengan membagi tugas dan fungsi secara jelas, menjalin komunikasi dua arah untuk menjalin hubungan kerjasama yang harmonis antar sesama pegawai dan (2) Dapat menjadi bahan pertimbangan bagi pegawai Kantor Dukcapil Bengkulu Utara Kabupaten dalam menjalankan tugas agar berjalan efektif melalui minimalisasi konflik peran, ambiguitas peran dan burnout. Dengan meningkatkan ketiga hal tersebut diharapkan kinerja pegawai dapat meningkat. Kata Kunci: Konflik Peran, Ambiguitas Peran, Burnout dan Kinerja.
Analisis Pengaruh Persepsi Harga, Kebiasaan, Brand Image dan Komitmen Konsumen terhadap Keputusan Pembelian Pakan Ternak di Toko M.A Ternak David Harnadi; Muhartini Salim; Seprianti Eka Putri
Student Journal of Business and Management Vol. 5 No. 1 (2022)
Publisher : Universitas Bengkulu

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Abstract The research objective was to analyze the effect of price perceptions, shopping habits, brand image and consumer commitment to purchasing decisions for animal feed at M.A Livestock Stores. This research was conducted with a quantitative approach, to see the influence between phenomena. respondents are customers who are visiting and customers who have visited the M.A Livestock Store Argamakmur, North Bengkulu Regency, is 100 respondents. Collecting data by distributing questionnaires is the customer and data analysis using multiple linear regression models. The results showed that price perceptions have a positive effect on purchasing decisions. This means positif price perception, the higher the consumer's purchasing decision. Shopping habits have a positive effect on purchasing decisions. This means that the good the customer's habits, the higher the purchasing decision. Brand image has a positive effect on purchasing decisions. This means that the better the brand image, the higher the purchasing decision. Consumer commitment has a positive effect on purchasing decisions. This means that the higher the consumer's commitment, the higher the purchasing decision. Keywords: Price Perception, Shopping Habits, Brand Image, Consumer Commitment, Purchasing Decisions. Abstrak Abstrak Tujuan penelitian adalah untuk menganalisis pengaruh persepsi harga, kebiasaan berbelanja, citra merek dan komitmen konsumen terhadap keputusan pembelian pakan ternak di Toko Ternak M.A. Penelitian ini dilakukan dengan pendekatan kuantitatif, untuk melihat pengaruh antar fenomena. responden adalah pelanggan yang sedang berkunjung dan pelanggan yang pernah berkunjung ke Toko Ternak M.A Argamakmur Kabupaten Bengkulu Utara sebanyak 100 responden. Pengumpulan data dilakukan dengan menyebarkan kuesioner pelanggan dan analisis data menggunakan model regresi linier berganda. Hasil penelitian menunjukkan bahwa persepsi harga berpengaruh positif terhadap keputusan pembelian. Artinya persepsi harga positif, semakin tinggi keputusan pembelian konsumen. Kebiasaan berbelanja berpengaruh positif terhadap keputusan pembelian. Artinya semakin baik kebiasaan pelanggan maka semakin tinggi keputusan pembeliannya. Citra merek berpengaruh positif terhadap keputusan pembelian. Artinya semakin baik citra merek maka semakin tinggi keputusan pembelian. Komitmen konsumen berpengaruh positif terhadap keputusan pembelian. Artinya semakin tinggi komitmen konsumen maka semakin tinggi keputusan pembeliannya. Kata kunci: Persepsi Harga, Kebiasaan Berbelanja, Citra Merek, Komitmen Konsumen, Pembelian Keputusan.
PENGARUH KEMAMPUAN KERJA DAN KOMITMEN ORGANISASI TERHADAP KINERJA APARATUR SIPIL NEGARA (ASN) KOTA BENGKULU Elisa; Slamet Widodo; Nasution
Student Journal of Business and Management Vol. 5 No. 1 (2022)
Publisher : Universitas Bengkulu

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Abstract The purposes of this study are 1) to analyze the effect of work ability and organizational commitment on employee performance, Bengkulu City State Civil Apparatus (ASN), 2) to analyze the effect of work ability on the performance of Bengkulu City State Civil Apparatus (ASN), 3) to analyze the effect of organizational commitment to the performance of the Bengkulu City State Civil Apparatus (ASN), The research was conducted with a quantitative approach. Quantitative research is generally intended to make generalizations from the results of the analysis, and the research can be replicated. The population in this study is the Bengkulu City State Civil Apparatus (ASN). The research method sampling using Disproportionate Stratified Random Sampling is used when the population has members or elements that are not homogeneous and disproportionally stratified. The sample include 290 respondents. Data collection method includes questionnaire taken through a google form. Data analysis technique involves descriptive analysis, inferential statistic and multiple linear regression analysis). This research showed that if the ability and organizational commitment increase, the employee's performance behavior also increases. work ability has a significant and positive effect on employee performance. This means that if the employee's ability to work increases, the performance also increases. Organizational commitment variable also has a positive and significant effect on performance, this means that if organizational commitment increases, performance also increases. Keywords: Ability, Organizational Commitment and Employee Performance Abstrak Tujuan penelitian ini adalah 1) menganalisis pengaruh kemampuan kerja dan komitmen organisasi terhadap kinerja pegawai Aparatur Sipil Negara (ASN) Kota Bengkulu, 2) menganalisis pengaruh kemampuan kerja terhadap kinerja Pegawai Negeri Sipil (ASN) Kota Bengkulu. ASN), 3) untuk menganalisis pengaruh komitmen organisasi terhadap kinerja Aparatur Sipil Negara (ASN) Kota Bengkulu, Penelitian ini dilakukan dengan pendekatan kuantitatif. Penelitian kuantitatif pada umumnya dimaksudkan untuk membuat generalisasi dari hasil analisis, dan penelitian tersebut dapat direplikasi. Populasi dalam penelitian ini adalah Aparatur Sipil Negara (ASN) Kota Bengkulu. Metode penelitian pengambilan sampel menggunakan Disproportionate Stratified Random Sampling digunakan apabila populasi memiliki anggota atau elemen yang tidak homogen dan berstratifikasi tidak proporsional. Sampel meliputi 290 responden. Metode pengumpulan data meliputi kuesioner yang diambil melalui google form. Teknik analisis data meliputi analisis deskriptif, statistik inferensial dan analisis regresi linier berganda). Penelitian ini menunjukkan bahwa jika kemampuan dan komitmen organisasi meningkat maka perilaku kinerja karyawan juga meningkat. kemampuan kerja berpengaruh signifikan dan positif terhadap kinerja pegawai. Artinya jika kemampuan kerja karyawan meningkat maka kinerjanya juga meningkat. Variabel komitmen organisasi juga berpengaruh positif dan signifikan terhadap kinerja, artinya jika komitmen organisasi meningkat maka kinerja juga meningkat. Kata Kunci : Kemampuan, Komitmen Organisasi dan Kinerja Karyawan
ANALISA DAMPAK COVID 19 TERHADAP LIKUIDITAS DAN PROFITABILITAS BANK PEMBANGUNAN DAERAH DI INDONESIA SEBELUM DAN SELAMA MASA PANDEMI Jansen Adiguna Putra; Kamaludin; Nurna Aziza
Student Journal of Business and Management Vol. 5 No. 1 (2022)
Publisher : Universitas Bengkulu

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Abstract This research examines the impact of Covid-19 on the Liquidity and Profitability of the Regional Development Banks in Indonesia before and during the pandemic. This research is vital as it portrays the extent to which the economic impact of Covid-19 has influenced the Liquidity and Profitability of the Regional Development Banks in Indonesia. It also shows the extent to which the effectiveness of Government policy has contributed to the banks in anticipating the impact of the Pandemic. The approach used in this research is a quantitative study. The analysis used RIM, ALNCD, ALDPK ratios to measure the Banks Liquidity while ROA and ROE ratios are employed to measure the Banks Profitability. This research used data from the Financial Reports published from March 2019 to December 2019 and from March 2020 to December 2020. The data is further analyzed using statistical methods to see the differences in Regional Development Banks’ performance before and during the Covid-19 pandemic. To deal with this, several 27 Regional Development Banks were used. The obtained empirical research show there are significant differences in RIM, ALNCD, and ALDPK of Regional Development Bank Liquidity before and during the pandemic. However, ROA and ROE show statistically insignificant differences before and during the Covid-19 pandemic. Regional Development Banks should increase their capital that could take a role as a bumper in anticipating the Liquidity and Profitability risks. Keywords: Pandemic, Covid-19, Liquidity, Profitability Abstrak Penelitian ini bertujuan untuk melihat dampak Covid-19 terhadap Likuiditas dan Profitabilitas Bank Pembangunan Daerah di Indonesia sebelum dan selama masa pandemi. Penelitian ini menjadi penting untuk menggambarkan sejauh mana dampak ekonomi Covid-19 mempengaruhi Likuiditas dan Profitabilitas Bank Pembangunan Daerah di Indonesia. Penelitian ini juga menunjukkan sejauh mana efektifitas kebijakan pemerintah membantu perbankan dalam mengantisipasi dampak pandemi. Penelitian ini menggunakan pendekatan study kuantitatif. Analisa dilakukan dengan menggunakan rasio RIM, ALNCD, ALDPK untuk mengukur likuiditas Bank sedangkan rasio ROA dan ROE digunakan untuk mengukur profitabilitas Bank. Penelitian ini menggunakan data laporan keuangan publikasi dari bulan Maret 2019 sampai dengan Desember 2019 dan dari bulan Maret 2020 sampai dengan Desember 2020. Kemudian data dianalisa menggunakan metode statistik untuk melihat perbedaan pada kinerja Bank Pembangunan Daerah sebelum dan selama pandemi Covid-19. Penelitian ini menggunakan 27 Bank Pembangunan Daerah di Indonesia sebagai objek penelitian. Hasil penelitian secara empiris menunjukkan bahwa terdapat perbedaan yang signifikan pada likuiditas Bank Pembangunan Daerah melalui RIM, ALNCD dan ALDPK sebelum dan selama masa pandemi. Sementara itu, ROA dan ROE secara statistik menunjukkan perbedaan yang tidak signifikan pada masa sebelum dan selama pandemi Covid-19. Bank Pembangunan Daerah harus meningkatkan modal mereka yang dapat berperan sebaga bumper untuk mengantisipai risiko likuiditas dan profitabilitas. Kata kunci: Pandemi, Covid-19, Likuiditas, Profitabilitas
Implementasi Digitalisasi Perbankan di Bank Bengkulu Rahmi Fitriandanty; Fitri Santi; Rina Suthia Hayu
Student Journal of Business and Management Vol. 5 No. 1 (2022)
Publisher : Universitas Bengkulu

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Abstract The purpose of the study was to determine the implementation of banking digitalization at Bank Bengkulu. Data collection through interviews with people involved in digitization policy makers at Bank Bengkulu, they are the Independent President Commissioner, President Director, Business Director, Compliance Director and Head of the Information Technology Division. Data analysis using descriptive analysis method and qualitative analysis. The results of the study revealed that the implementation of banking digitization at Bank Bengkulu seen from digital internet banking services, SMS Banking, Phone Banking, Mobile Banking and ATMs had not been fully implemented, due to constraints in OJK regulations. Bank Bengkulu digitization services that have been implemented are SMS Banking, Mobile Banking and ATM. For internet banking, the permit from OJK related to the core capital of banks must be above 1 trillion, while for phone banking it is not yet included in the development plan. ank Bengkulu is very ready to implement more advanced banking digitalization. Bank Bengkulu's banking digitalization development plan in the future is in accordance with the IT Blueprint which is focused on infrastructure transformation and digital transformation. Bank Bengkulu has gradually prepared an independent system, while for systems that cannot be prepared, they will be imported from outside or collaborate with vendors so that the transformation carried out is more effective and saves the digital investment budget. Bank Bengkulu has financial capacity constraints and IT human resource competencies. OJK as a regulator requires Bengkulu Bank to have a core capital of more than 1 trillion to be able to use internet banking services or be included in the book bank category II. Then the competence of human resources to develop the core system is still very limited. It still needs to be developed through training, workshops and internship programs and others. The limited competence of human resources owned by Bank Bengkulu makes the core system of Bank Bengkulu managed by a vendor from PT. Sigma is a subsidiary of Telkom based in Jakarta. However, in the future, it will gradually be managed independently in accordance with the existing human resource capacity Keywords: Implementation, Digitalization, Banking, Bengkulu Bank Abstrak Tujuan penelitian untuk mengetahui implementasi digitalisasi perbankan di Bank Bengkulu. Pengumpulan data melalui wawancara dengan pihak-pihak yang terlibat dalam pengambil kebijakan digitalisasi di Bank Bengkulu yaitu Komisaris Utama Independen, Direktur Utama, Direktur Bisnis, Direktur Kepatuhan dan Kepala Divisi Teknologi Informasi. Analisis data menggunakan metode analisis deskriptif dan analisis kualitatif. Hasil penelitian mengungkapkan bahwa implementasi digitalisasi perbankan di Bank Bengkulu dilihat dari layanan digital internet banking, SMS Banking, Phone Banking, Mobile Banking dan ATM belum sepenuhnya dilaksanakan, karena terkendala peraturan OJK. Layanan digitalisasi Bank Bengkulu yang telah diterapkan adalah SMS Banking, Mobile Banking dan ATM. Untuk internet banking, izin dari OJK terkait modal inti perbankan harus di atas 1 triliun, sedangkan untuk phone banking belum masuk dalam rencana pengembangan. ank Bengkulu sangat siap menerapkan digitalisasi perbankan yang lebih maju. Rencana pengembangan digitalisasi perbankan Bank Bengkulu ke depan sesuai dengan IT Blueprint yang fokus pada transformasi infrastruktur dan transformasi digital. Bank Bengkulu secara bertahap menyiapkan sistem yang mandiri, sedangkan untuk sistem yang tidak dapat disiapkan akan didatangkan dari luar atau bekerjasama dengan vendor sehingga transformasi yang dilakukan lebih efektif dan menghemat anggaran investasi digital. Bank Bengkulu memiliki kendala kapasitas keuangan dan kompetensi SDM IT. OJK sebagai regulator mewajibkan Bank Bengkulu memiliki modal inti lebih dari 1 triliun untuk dapat menggunakan layanan internet banking atau termasuk dalam bank buku kategori II. Kemudian kompetensi SDM untuk mengembangkan core system masih sangat terbatas. Masih perlu dikembangkan melalui pelatihan, workshop dan program magang dan lain-lain. Keterbatasan kompetensi SDM yang dimiliki Bank Bengkulu menjadikan core system Bank Bengkulu dikelola oleh vendor dari PT. Sigma merupakan anak perusahaan Telkom yang berbasis di Jakarta. Namun ke depan secara bertahap akan dikelola secara mandiri sesuai dengan kapasitas SDM yang ada Kata Kunci: Implementasi, Digitalisasi, Perbankan, Bank Bengkulu
Integrasi Metode E-Servqual dan Metode Fuzzy pada Pengukuran Kualitas Pelayanan E-Commerce Tokopedia Fitri Yanti; Effed Darta Hadi; Syaiful Anwar
Student Journal of Business and Management Vol. 5 No. 1 (2022)
Publisher : Universitas Bengkulu

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Abstract: Technological developments are increasingly making all activities easier, many sophisticated technologies are emerging that enable business people to develop their business strategies. The development of information technology and telecommunications also makes the market more dynamic, requiring business people to constantly improvise and innovate for retaining customers. E-Service Quality is designed as an extension of a site's ability to facilitate effective, efficient, effective shopping, purchasing and distribution activities. The aims to this research quality of service from Tokopedia and find out what criteria of quality must be improved. This research was conducted by using fuzzy method and E-Servqual (Service Quality). The analysis was carried out using 20 criteria from 6 dimensions which were efficiency, fullfilment, system availability, privacy, responsiveness, contact. The results showed that the service quality at Tokopedia was good. Overall, what users expect already accordance with Tokopedia’s performance. There is one dimension that has a negative value called fullfilment. From the defuzzyfication value of expectations and perceptions of the 20 criteria, 4 criteria were found with negative gap values and 16 others with positive gap values. By using a Cartesian diagram, criteria are determined to be the main priority where Tokopedia users feel that these criteria are very important. However, the service provided by Tokopedia for the fullfilment dimension is not good enough. The criteria as follows: Tokopedia keeps its promises for the offers provided, the suitability of the exact and up-to-date product delivery tracking location points, Tokopedia application system does not fail, and provide a TANYA chat room which is very helpful in providing information and complaints. Keywords: Quality of Service, Fuzzy Method, Servqual, Tokopedia. Abstrak: Perkembangan teknologi semakin mempermudah segala aktivitas, banyak bermunculan teknologi canggih yang memungkinkan para pelaku bisnis untuk mengembangkan strategi bisnisnya. Perkembangan teknologi informasi dan telekomunikasi juga membuat pasar semakin dinamis, menuntut para pelaku bisnis untuk terus berimprovisasi dan berinovasi untuk mempertahankan pelanggan. E-Service Quality dirancang sebagai perpanjangan dari kemampuan situs untuk memfasilitasi kegiatan belanja, pembelian dan distribusi yang efektif, efisien, efektif. Penelitian ini bertujuan untuk mengetahui kualitas layanan dari Tokopedia dan mengetahui kriteria kualitas apa saja yang harus ditingkatkan. Penelitian ini dilakukan dengan menggunakan metode fuzzy dan E-Servqual (Service Quality). Analisis dilakukan dengan menggunakan 20 kriteria dari 6 dimensi yaitu efisiensi, pemenuhan, ketersediaan sistem, privasi, daya tanggap, kontak. Hasil penelitian menunjukkan bahwa kualitas pelayanan di Tokopedia sudah baik. Secara keseluruhan, apa yang diharapkan pengguna sudah sesuai dengan kinerja Tokopedia. Ada satu dimensi yang memiliki nilai negatif yaitu fullfilment. Dari nilai defuzzyfikasi harapan dan persepsi dari 20 kriteria, ditemukan 4 kriteria dengan nilai gap negatif dan 16 kriteria lainnya dengan nilai gap positif. Dengan menggunakan diagram kartesius, ditentukan kriteria menjadi prioritas utama dimana pengguna Tokopedia merasa kriteria tersebut sangat penting. Namun pelayanan yang diberikan Tokopedia untuk dimensi fullfilment kurang baik. Kriterianya sebagai berikut: Tokopedia menepati janji atas penawaran yang diberikan, kesesuaian titik lokasi tracking pengiriman produk yang tepat dan up-to-date, sistem aplikasi Tokopedia tidak gagal, dan menyediakan chat room TANYA yang sangat membantu dalam memberikan informasi dan pengaduan. Kata kunci: Kualitas Pelayanan, Metode Fuzzy, Servqual, Tokopedia.

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