Analisis Kepuasan Pengguna Aplikasi Tokopedia: Kualitas Layanan Pelanggan

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Published: Jul 9, 2024
Keywords:
Satisfaction, Quality, Service

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Avisha Natania Ningrum
Universitas Buana Perjuangan Karawang
Puji Isyanto
Universitas Buana Perjuangan Karawang

Abstract

E-commerce has become an integral part of consumer life in Indonesia, driven by rapid internet growth and increased smartphone usage. Tokopedia, as one of Indonesia's leading e-commerce platforms, is committed to ensuring customer satisfaction through responsive customer service and adequate app features. This research employed a descriptive quantitative method using an online questionnaire in May 2024, focusing on Tokopedia app users among teenagers. Results indicate that the majority of users feel Tokopedia's customer service meets or exceeds their expectations, with high levels of customer satisfaction. However, data analysis reveals potential for enhancing app features and customer service to maintain and improve customer satisfaction in the future. Recommendations include strengthening customer service staff training, continuous app feature innovation, and enhancing promotional programs to solidify Tokopedia's position as a leader in Indonesia's e-commerce industry.

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How to Cite
Ningrum, A. N., & Isyanto, P. (2024). Analisis Kepuasan Pengguna Aplikasi Tokopedia: Kualitas Layanan Pelanggan. IJM: Indonesian Journal of Multidisciplinary, 2(6), 179–185. Retrieved from http://journal.csspublishing.com/index.php/ijm/article/view/894
Issue
Vol. 2 No. 6 (2024): IJM 2024
Section
Articles
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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

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