Perbedaan Kualitas Pelayanan E-Commerce (Shopee, Tokopedia, dan Lazada) pada Konsumen Wilayah Jabodetabek

Abstract

Penelitian ini bertujuan untuk menguji perbedaan kualitas pelayanan e-commerce (Shopee, Tokopedia, dan Lazada) pada konsumen di wilayah Jabodetabek dan menguji perbedaan tingkat kualitas pelayanan yang ditinjau dari aspek E-service quality. E-service quality. E- service quality merupakan konseptualisasi dari kualitas pelayanan yang secara luas mencakup semua fase interaksi pelanggan dengan perusahaan melalui sebuah situs atau aplikasi, dan sejauh mana sebuah situs atau aplikasi tersebut dapat memfasilitasi proses transaksi jual beli dan pengiriman produk dengan efisien dan efektif guna meningkatkan keunggulan kompetitif dan keuntungan jangka panjang bagi suatu perusahaan. Populasi dalam penelitian ini adalah konsumen pengguna e-commerce yang menggunakan Shopee, Tokopedia, dan Lazada selama lenih dari 3 bulan dengan jumlah sampel pada penelitian ini berjumlah 263 orang. Jumlah aitem pernyataan yang digunakan dalam penelitian ini terdiri dari 7 aspek E-service quality yang tersebar ke 26 pernyataan dengan menggunakan metode skala likert. Penelitian ini menggunakan teknik analisa ANOVA (Analysis of varian), yang mana digunakan untuk menguji perbedaan mean data lebih dari dua kelompok. Berdasarkan hasil yang diperoleh dalam pengujian hipotesis, ditemukan perbedaan signifikan 0.00<0.05 tingkat kualitas pelayanan e-commerce (Shopee, Tokopedia, dan Lazada) pada konsumen di wilayah Jabodetabek. Berdasarkan uji hipotesa pada 7 aspek E-service quality (efficiency, system availability, fulfilment, privacy, responsiveness, compensation, dan contact) ditemukan perbedaan signifikan 0.00<0.05 tingkat kualitas pelayanan e-commerce (Shopee, Tokopedia, dan Lazada) pada konsumen di wilayah Jabodetabek.

This study aims to examine differences in the quality of e-commerce services (Shopee, Tokopedia, and Lazada) to consumers in the region of Jabodetabek area and examine differences in service levels in terms of E-service quality. Electronic service quality. Service quality is a conceptualization of service quality that broadly includes all phases of customer interaction with the company through a site or application, and the extent to which a site or application can facilitate the process of buying and selling transactions and product delivery efficiently and effectively in order to increase competitive advantage and profit. long term for a company. The population in this study are consumers of e-commerce users who use Shopee, Tokopedia, and Lazada for more than 3 months with the number of samples in this study visiting 263 people. The number of statement items used in this study consisted of 7 aspects of E-service quality which were spread to 26 statements using the Likert scale method. This study uses the ANOVA (Analysis of variance) analysis technique, which is used to examine the differences in data from more than two groups. Results Based on the results obtained in hypothesis testing, it was found that there was a significant difference of 0.00<0.05 in the level of quality of e-commerce services (Shopee, Tokopedia, and Lazada) for consumers in the Greater Jakarta area. Based on hypothesis testing on 7 aspects of electronic service quality (efficiency, system availability, compliance, privacy, responsiveness, compensation, and contact) it was found that there were significant differences in 0.00<0.05 level of e-commerce service quality (Shopee, Tokopedia, and Lazada) to consumers in the region of Jabodetabek area.