Barnett, Nilufur
(2020)
Analisis Kesenjangan Kualitas Pelayanan Di E-Commerce X, Jakarta.
bachelor thesis, Podomoro University.
Full text not available from this repository.
Abstract
Service Quality is one of the keys to success in a company. One method
used to determine the level of customer satisfaction with service quality in ecommerce
X
is
to
use
the
Service
Quality
instrument.
Service
Quality
Instrument
is
used to determine the gap (GAP) both before (Expectations) and after
(Performance) e-commerce performance X by mapping it into service quality
dimensions consisting of 5 dimensions, namely tangible, empathy, responsiveness,
reliability and assurance. In this study, the data obtained will be analyzed using
GAP Analysis and Cartesian Diagrams.
Based on research, shows that there are gaps in service quality so that
customers are classified as dissatisfied and the quality of e-commerce services X
must be improved.
| Item Type: |
Thesis
(bachelor)
|
| Contributors (Pembimbing): |
| Contribution | Contributors | NIDN/NIDK | Email |
|---|
| UNSPECIFIED | Prasetyawati, Dea | nidn0322128005 | UNSPECIFIED |
|
| Uncontrolled Keywords: |
Service Quality, Tangible, Empathy, Responsiveness, Reliability, Assurance, GAP Analysis |
| Subjects: |
?? HBP ?? |
| Divisions: |
?? sch_art ?? |
| Depositing User: |
Kurnia Sholihah
|
| Date Deposited: |
16 Oct 2020 11:26 |
| Last Modified: |
16 Oct 2020 11:26 |
| URI: |
http://repository.podomorouniversity.ac.id/id/eprint/395 |
Actions (login required)
 |
View Item |
