Service Quality towards Lazada's Customer Satisfaction based on Importance Performance Analysis Methods and Customer Satisfaction Index

Amanah, Dita; Hurriyati, Ratih; Disman,; Gaffar, Vanessa; Harahap, Dedy Ansari

doi:10.5220/0008437801520160

Cited by 6 publications

(8 citation statements)

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“…Penelitian yang terkait dengan analisis kualitas layanan website dilakukan oleh [3] dengan hasil menunjukkan bahwa kepuasan pelanggan adalah sebesar 65,71% dengan nilai cukup puas dengan layanan yang diberikan. Penelitian layanan website juga dilakukan oleh [4].…”

Section: Gambar 1 Grafik Statistik Similar Webunclassified

Website Quality Analysis Using Customer Satisfaction Index and Importance Performance Analysis

Siahaan

Sasmita²,

Putri³

2022

Com, Engine, Sys, Sci

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The development of technology in the digital era is currently growing very rapidly it is including in education, such as the creation of an academic information system that aims to facilitate the process of the needs of lecturers, employees and students in terms of document management and other academic needs. Website quality analysis used Service quality is measured using the Customer Satisfaction Index with the SIMAK-NG service and the Importance Performance Analysis method to analyze the quality of SIMAK-NG service performance. The results of the analysis satisfaction of lecturers and employees of website users on the SIMAK-NG website were "VERY SATISFIED" with a percentage rate of 82.03% but there was still a GAP value between website performance and user expectations. In the IPA quadrant, the main improvement priorities were 3 items of questions for lecturers and employees and 10 items that become website achievements.

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Section: Gambar 1 Grafik Statistik Similar Webunclassified

Website Quality Analysis Using Customer Satisfaction Index and Importance Performance Analysis

Siahaan

Sasmita²,

Putri³

2022

Com, Engine, Sys, Sci

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“…(Kotler, 2016) Konsumen dapat mengalami salah satu dari tiga tingkat kepuasan umum yaitu jika kinerja di bawah harapan, konsumen akan merasa kecewa tetapi jika kinerja sesuai dengan harapan pelanggan akan merasa puas dan apabila kinerja bisa melebihi harapan maka pelanggan akan merasa sangat puas senang atau gembira. (Amanah, 2019) Customer Satisfaction Index (CSI) merupakan indeks untuk menentukan tingkat kepuasan pelanggan secara menyeluruh dengan pendekatan yang mempertimbangkan tingkat kepentingan dari atribut-atribut produk atau jasa yang diukur. (Widodo, 2018) Kepuasan pelanggan adalah penilaian pelanggan terhadap produk atau pelayanan yang telah memberikan tingkat kenikmatan seperti yang diharapkan.…”

Section: Lini Extensionunclassified

Analisis Pengukuran Sensitivitas Respon Konsumen Terhadap Lini Extension Produk Rokok X Dengan Pendekatan Hoe Dan Csi

Pramita

Waluyo

2021

JUMINTEN

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Rokok X merupakan hasil lini extension yang dilakukan PT. XYZ dari produk lamanya yaitu Rokok Y. Perluasan lini (lini extension) rokok Y ke rokok X tentu saja memberikan pengaruh terhadap respon konsumen. Konsumen atau bahkan pasar secara keseluruhan akan memberikan perhatian, minat, keinginan, keyakinan bahkan mungkin pembelian terhadap rokok X. Penelitian ini bertujuan untuk mengetahui seberapa besar tingkat sensitivitas respon konsumen terhadap produk lini rokok X. Variabel respon menurut Simamora dalam Ardelia (2016) yaitu Awarness, Knowledge, Liking, Preference, conviction, dan Purchase. Responden dalam penelitian ini adalah pengguna rokok Y dan X dengan minimal penggunaan satu kali. Penelitian ini menggunakan metode Hierarchhy Of Effects dan Costumer Satisfaction Index yang diolah menggunakan software SPSS. Dari hasil penelitian menunjukkan bahwa hasil pengukuran sensitivitas respon konsumen terhadap lini extension produk X dinyatakan sensitive dengan nilai 2,63 dengan nilai Costumer Satisfaction Index sebesar 0,76 yang berarti baik namun harus ditingkatkan agar memperoleh nilai yang maksimal. Kata Kunci : Sensitivitas, Respon Konsumen, Perluasan Lini Produk, Hierarchy Of Effects, Costumer Satisfaction Index.

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“…Customer Satisfaction Index (CSI) is an index to determine the whole level of satisfaction of customers with approaches that take into consideration the level of interest of the attributes of a product or service that is measured (Amanah et al, 2019). The Criteria of costumer Satisfaction is 81% -100% (Very Satisfied), 66% -80.99% (Satisfied), 51% -65.99% (Satisfy Enough), 35% -50.99% (Less Satisfy), 0% -34.99% (Non Satisfy) (Gama, et al 2016) The method used in this study is the Hierarchy of Effects model and the Customer Satisfaction Index which using purposive sampling method ( Based on the table above the results of the total that is positive 55 shows that scores the answers on cigarattes XA is higher or larger compared with the products of cigarettes X.…”

Section: E Customer Satisfaction Indexthementioning

confidence: 99%

“…Competition in the world of business to be able to maintain a share of the market has very tight [2]. Various ways companies do in seizing the market and also expand the market (Dharmayanti, 2006), one of them is line extension (Albab et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

“…Then the answer of above problems can be done by measuring the sensitivity of consumer responses. According that the sensitivity of the response is the level of response changes as a result of changes in stimuli that occur in a product (Simamora, Bilson., 2003) The Measurement of consumer response sensitivity uses the Hierarchy of Effects method which starts from the awareness, knowledge, preferences, beliefs and purchases stages then continues with the Customer Satisfaction Index (CSI) method to find out more detail about the consumer satisfaction index towards the line extension of XA cigarette (Amanah, et al 2019) II. METHOD…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Sensitivity Analysis of Consumer Response Towards Lni Extension of Sampoerna Products With Hoe and CSI Approaches

Pramita¹,

Waluyo²

2020

Proceedings of the 3rd International Conference on Social Sciences (ICSS 2020)

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X Cigarette is the result of lini extension by PT. HM Sampoerna Tbk of old products, namely XA. This extension must be affected the consumer. The consumer or even the market would give their interest, trust or probably purchase for XA cigarette. This research is intended to know how sensitive will the consumer respons to this extension. The variable respons are Awarness, Knowledge, Liking, Preference, conviction, and Purchase. The respondent from this research is the user who use X cigarette and XA cigarette for at least once. This research is using Hierarchy of Effects and Consumer Satisfaction index methods prosessed by using SPSS software. The results showed the sensitivity value consumer response to the line extension Sampoerna products is 2,63 and the value of the Customer Satisfaction Index (CSI) is 0,78 which means it has to be improved in order to get a maximum value

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Service Quality towards Lazada's Customer Satisfaction based on Importance Performance Analysis Methods and Customer Satisfaction Index

Cited by 6 publications

References 0 publications

Website Quality Analysis Using Customer Satisfaction Index and Importance Performance Analysis

Website Quality Analysis Using Customer Satisfaction Index and Importance Performance Analysis

Analisis Pengukuran Sensitivitas Respon Konsumen Terhadap Lini Extension Produk Rokok X Dengan Pendekatan Hoe Dan Csi

Sensitivity Analysis of Consumer Response Towards Lni Extension of Sampoerna Products With Hoe and CSI Approaches

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