PENGARUH KUALITAS LAYANAN E-COMMERCE TERHADAP KEPUASAN PELANGGAN (STUDI KASUS: ABC.COM)

Abstract

Abc.com is one of e-commerce in Indonesia with the concept of online shopping mall style. Rapid development of e-commerce in Indonesia has spurred competition between businesses in the virtual world. Therefore, providing texcellent service in online business is very important in order to provide customer satisfaction. This research is analyzed how the impact of service quality toward customer satisfaction in e-commerce business. Gap Analysis method is used to determine the gap between the expectations and perception of the consumers towards services which is provided by Abc.com. Furthermore, SERVQUAL method is used to measure the service quality, which later developed into E-SERVQUAL that consists of eight dimensions include user interface quality, information quality, notion of security, the notion of privacy, lack of annoying banners, fullfilment, responsiveness and contacts. Data were collected by distributing questionnaires to 110 respondents who have had repeat orders from Abc.com channel.the  results showed from gap analysis is can be concluded into very satisfaction. From E-SERVQUAL method it shows that the independent variable of service quality (X) has significant impact to dependent variable (Y). Iindependent variables consists of user interface quality (X1), information quality (X2), the notion of security (X3), the notion of privacy (X4), fullfilment (X6), and responsiveness (X7)have significantly impact to customer satisfaction (Y). But there are two variables which are lack of annoying banners (X5) and Contact (X8)are have no significant impact to customer satisfaction (Y). Based on the result it shows that value of Adjusted R Square is 0.751  which means 75.1% customer satisfaction is can be explained by independent variable that is used in this research.