Analisa Tingkat Kepuasan Pelanggan Terhadap Kualitas Pelayanan Pada Toko Online Shop XYZ

Abstract

In improving the quality of service, it must be directed and improve the skills and work of employees in work jobs. The number of complaints that have emerged since the last few years from customers who have errors in service, even though online stores have many customers and are one of the largest distributors in Batam. By looking at the existing problems, this research is directed at how to improve customer satisfaction, using five dimensions of service quality (Physical Evidence, Reliability, Responsiveness, Assurance and Attention). The purpose of using the Servqual dimension in measuring the gap is to carry out an improvement program in the procedure for providing customer satisfaction-oriented services. The data collection technique used a questionnaire given by 80 respondents with a Likert scale of 1-5, after that validation, reliability was carried out using SPSS version 20. The results of this study included five dimensions of service quality, so that the average gap in each dimension was obtained: Evidence Physical (Tangible) of (-4.78), Reliability (Reliability) of (-7.78), Responsiveness of (-12.78), Assurance of (-16.22), and Attention (Empathy) of (-4.89). Thus, overall respondents still perceive the service quality of online stores as negative.