PENGARUH KUALITAS PELAYANAN TIKTOKSHOP TERHADAP KEPUASAN PELANGGAN DALAM PERSPEKTIF EKONOMI ISLAM (Studi Pada pelanggan Candy Lady Store TikTokshop di Bandar Lampung)

Wirpan, Irpenza (2024) PENGARUH KUALITAS PELAYANAN TIKTOKSHOP TERHADAP KEPUASAN PELANGGAN DALAM PERSPEKTIF EKONOMI ISLAM (Studi Pada pelanggan Candy Lady Store TikTokshop di Bandar Lampung). Diploma thesis, UIN Raden Intan Lampung.

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Abstract

ABSTRAK Pengaruh kualitas pelayanan terhadap kepuasan pelanggan. kualitas dengan kepuasan pelanggan sangat erat. Kepuasan pelanggan bisa tercapai apabila pelanggan menerima pelayanan sesuai yang diharapkan. Oleh karena itu kualitas pelayanan yang diberikan sesuai dengan yang diharapkan akan mempengaruhi kepuasan pelanggan. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan toko Tiktok Shop terhadap kepuasan pelanggan di kota Bandar Lampung. Metode penelitian yang digunakan adalah metode kuantitatif. Populasi penelitian ini adalah konsumen yang pernah berbelanja di aplikasi Tiktok Shop. Berdasarkan Google form yang dibagikan dan dapat diakses oleh peneliti, sampel yang digunakan adalah 97 responden. Sampel yang digunakan adalah responden yang pernah mengunjungi toko Tiktok minimal satu kali. Validitas hasil survei diuji dan reliabilitasnya juga diuji menurut asumsi normalitas. Teknik analisis data yang digunakan adalah teknik uji normalitas regresi sederhana. Menggunakan SMARTPLS 4. Hasil tersebut menunjukkan bahwa hipotesis yang diajukan diterima karena menunjukkan hasil uji hipotesis yang positif dan signifikan. Artinya kualitas pelayanan toko Tiktok Shop berpengaruh positif dan signifikan terhadap kepuasan pelanggan masyarakat umum di Kota Bandar Lampung. Kata kunci : Kualitas Pelayanan, Kepuasan Pelanggan ABSTRACT This research is motivated by the rapid development of the times resulting in brand business competition in Indonesia, one of which is CandyLady. The problem lies in the quality of CandyLady's service to customers, whether they buy because they are interested in the quality of service displayed by CandyLady or recommendations from someone around them, because CandyLady provides good quality service which makes it possible for someone to be interested in The influence of service quality on customer satisfaction. Quality and customer satisfaction are very closely related. Customer satisfaction can be achieved if customers receive service as expected. Therefore, the quality of service provided as expected will influence customer satisfaction. The aim of this research is to determine the influence of the service quality of Tiktok Shop stores on customer satisfaction in the city of Bandar Lampung. The research method used is a quantitative method. The population of this research is consumers who have shopped on the Tiktok Shop application. Based on the Google form shared and accessible by researchers, the sample used was 97 respondents. The sample used was respondents who had visited the Tiktok shop at least once. The validity of the survey results was tested and its reliability was also tested according to the assumption of normality. The data analysis technique used is a simple regression normality test technique. Using SMARTPLS 4. These results indicate that the proposed hypothesis is accepted because it shows positive and significant hypothesis test results. This means that the service quality of the Tiktok Shop shop has a positive and significant effect on customer satisfaction of the general public in Bandar Lampung City. Keywords : Service Quality, Customer Satisfaction.

Item Type: Thesis (Diploma)
Subjects: Manajemen Bisnis Syariah
Divisions: Fakultas Ekonomi dan Bisnis Islam > Manajemen Bisnis Syariah
Depositing User: LAYANAN PERPUSTAKAAN UINRIL REFERENSI
Date Deposited: 23 Dec 2024 06:56
Last Modified: 23 Dec 2024 06:56
URI: https://repository.radenintan.ac.id/id/eprint/36745

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