Analisis Kualitas Layanan Platform Online Groceries Menggunakan Text Network Analysis (studi Kasus: Sayurbox, Tanihub, Tukangsayur.co, Brambang.com)

Ayudhia Nadella Mukhni, Maya Ariyanti, M. Yudha Febrianta

Abstract

Abstrak Pesat perkembangan teknologi di era globalisasi ini berdampak pada perubahan di berbagai bidang, diantaranya adalah dalam bisnis e-comerce. Layanan online grocery memungkinkan pengguna untuk memesan kebutuhan sehari-hari seperti sayuran dan bahan makanan lainnya melalui aplikasi. Empat e-commerce online grocery yang masuk kedalam top charts tertinggi di Indonesia pada kategori shopping adalah Sayurbox, TaniHub, TukangSayur.co, dan Brambang.com. Aplikasi tersebut perlu mengetahui kualitas layanan melalui customer feedback yang dituliskan penggunanya melalui kolom review Google Play Store. Analisis ini menggunakan metode kualitatif text network analysis untuk mengetahui persepsi kualitas layanan dari pelanggan berdasarkan dimensi E-SERVQUAL. Penelitian dilakukan dengan menggunakan dimensi kualitas layanan e-commerce, pada hasil penelitian menyatakan bahwa dimensi website design, fulfillment dan customer service sudah dianggap baik oleh beberapa perusahaan, sedangkan dimensi security/privacy cukup buruk. Hasil penelitian dapat dimanfaatkan perusahaan untuk mengevaluasi dan meningkatkan pelayanannya. Kata Kunci: E-Commerce, Persepsi, Kualitas Layanan, Text Network Analysis, Online Groceries Abstract The rapid development of technology in this era of globalization has an impact on changes in various fields, including in the e-commerce business. The service online grocery allows users to order daily necessities such as vegetables and other food items through the app. The four e-commerce online grocery items that are included in top charts in the highest in Indonesia in the category shopping are Sayurbox, TaniHub, TukangSayur.co, and Brambang.com. The application needs to know the quality of service through customer feedback written by its users through the column review Google Play Store. This analysis uses a qualitative method text network analysis to determine the perception of service quality from customers based on the dimension E-SERVQUAL. The research was conducted using the dimensions of service quality e-commerce, the results of the study stated that the dimensions of website design, fulfillment, and customer service were considered good by several companies, while the dimension was security/privacy quite bad. The research results can be used by the company to evaluate and improve its services. Keyword: E-Commerce, Perception, Service Quality, Text Network Analysis, Online Groceries

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