Analisis Kepuasan Pelanggan Belanja Online Shopee

Abstract

As time goes by, consumers don't have to go to a store just to shop. People can encounter two
basic parts when shopping, namely shopping in stores (offline) and shopping outside the store
(online). The purpose of this study is to find what factors determine consumer satisfaction
when shopping online. The paradigm used in the Analysis of Female Customer Satisfaction
in Shopee Online Shopping is positivism. This research will explain the quantitative approach
research method. with a survey method that involves the use of questionnaires. The
questionnaire was created via google form and distributed to one hundred female respondents
who are Shopee users or have used Shopee for shopping. Researchers took a population of
100 respondents because they used the sample formula theory described by Wibisono
(Riduwan & Akdon, 2013). In the Product Quality indicator in this study, the average
calculation weight is 4.01 with the results of the TCR calculation of 80.2%, including good
criteria. The Service Quality indicator in this study received an average calculation weight of
3.99 with a TCR calculation result of 79.8% including good criteria. The Product Diversity
indicator in this study received an average calculation weight of 4.12 with the TCR
calculation result of 83.8% including good criteria. In the Repurchase Interest indicator in
this study, it gets an average calculation weight of 4.19 with a TCR calculation result of 82.4%
including good criteria. Comparison of Online and Offline Shopping This research also tries
to compare online shopping with offline shopping. Where customers can buy products anytime
and anywhere with just a few clicks. However, some customers prefer offline shopping
because customers can see, feel, and try products before buying, which cannot be done when
shopping online