Analisis Kesenjangan Kualitas Pelayanan Di E-Commerce X, Jakarta
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Institusion

Universitas Agung Podomoro

Author

Barnett, Nilufur

Subject

Hotel Business 

Datestamp

2020-10-16 11:26:04 

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. 

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Cover-Tugas Akhir-31150049 (2).pdf
Surat Bebas Plagiat-Tugas Akhir-31150049.pdf
BAB II-Tugas Akhir-31150049.pdf
BAB III-Tugas Akhir-31150049.pdf
BAB IV-Tugas Akhir-31150049.pdf
BAB V-Tugas Akhir-31150049.pdf
Daftar Pustaka-Tugas Akhir-31150049.pdf
Halaman Pengesahan-Tugas Akhir-31150049.pdf
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Halaman Pernyataan Persetujuan Publikasi-TA-31150049.pdf
Abstract-Tugas Akhir-31150049.pdf
Daftar Isi-Tugas Akhir-31150049.pdf
Daftar Gambar-Tugas Akhir-31150049.pdf
Daftar Tabel-Tugas Akhir-31150049.pdf
BAB I-Tugas Akhir-31150049.pdf