Analisis Kepuasan Pelanggan terhadap Pelayanan Shopeefood Delivery di Kota Surabaya dengan Pendekatan Customer Value Analysis (CVA)

Authors

  • Qudsiyah Qurrotul A'yun Program Studi Teknik Industri, Fakultas Teknik, Universitas Pembangunan Nasional “Veteran” Jawa Timur
  • Minto Waluyo Program Studi Teknik Industri, Fakultas Teknik, Universitas Pembangunan Nasional “Veteran” Jawa Timur

DOI:

https://doi.org/10.30737/jatiunik.v6i1.2650

Keywords:

CVA, Customer, Satisfaction, Shopeefood

Abstract

With the current developments, it causes the community to demand that the company continue to improve its services better in accordance with its expectations through the elements in the services provided to the community so that customers feel satisfied with the existing services. The purpose of this study is to determine customer satisfaction based on the position of the Customer Value Map on Shopeefood Delivery. This research uses quantitative methods with a Customer Value Analysis (CVA) approach. By using application design, reliability, customer service, and security as free variables and customer satisfaction as bound variables. The population in this study is Generation Z who use ShopeeFood Delivery services in the city of Surabaya.  Meanwhile, samples taken by researchers using the Bernoulli formula and a margin of error of 5% were found by 73 respondents. The results of this study found that Shopeefood prices are considered more expensive than Grabfood and the quality of service provided by Grabfood is better than Shopeefood. So that allows customers to move to Grabfood Delivery as a competitor is quite large.


Dengan perkembangan yang ada saat ini menyebabkan masyarakat menuntut perusahaan untuk terus meningkatkan pelayanannya semakin lebih baik sesuai dengan harapannya melalui unsur-unsur yang ada dalam pelayanan yang diberikan kepada masyarakat sehingga para pelanggan merasa puas atas pelayanan yang ada. Tujuan pada penelitian ini yakni untuk mengetahui kepuasan pelanggan berdasarkan posisi dari Customer Value Map pada Shopeefood Delivery. Penelitian ini menggunakan metode kuantitatif dengan pendekatan Customer Value Analysis (CVA). Dengan menggunakan desain aplikasi, reliabilitas, customer servis, dan keamanan sebagai variabel bebas dan kepuasan pelanggan sebagai variabel terikat. Populasi dalam penelitian ini adalah Generasi Z yang menggunakan layanan jasa ShopeeFood Delivery di Kota Surabaya. Sedangkan sampel yang diambil oleh peneliti dengan menggunakan rumus Bernoulli dan margin of error sebesar 5% ditemukan sebanyak 73 responden. Hasil penelitian ini menemukan bahwa harga Shopeefood dinilai lebih mahal dibandingkan Grabfood serta kualitas pelayanan yang diberikan Grabfood lebih baik dibandingkan dengan Shopeefood. Sehingga memungkinkan pelanggan berpindah ke Grabfood Delivery sebagai pesaingnya cukup besar. 

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Published

2022-10-29

How to Cite

A’yun, Q. Q., & Waluyo, M. (2022). Analisis Kepuasan Pelanggan terhadap Pelayanan Shopeefood Delivery di Kota Surabaya dengan Pendekatan Customer Value Analysis (CVA). JATI UNIK : Jurnal Ilmiah Teknik Dan Manajemen Industri, 6(1), 14–29. https://doi.org/10.30737/jatiunik.v6i1.2650

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Vol. 6 No. 1 (2022): October

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