A'yun, Qudsiyah Qurrotul (2022) Analisis Kepuasan Pelanggan Terhadap Pelayanan Food Marketplace (Shopeefood dan Grabfood) di Kota Surabaya dengan Pendekatan Customer Value Analysis (CVA). Undergraduate thesis, UPN VETERAN JAWA TIMUR.
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Abstract
A company in order to be able to compete with other companies in the era of increasingly rapid development of course must pay attention to the main factors that are able to attract consumers/customers to continue to use the services or services provided by the company. With current developments, people demand that companies continue to improve their services to be better in accordance with their expectations through the existing 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 study uses a quantitative method with a Customer Value Analysis (CVA) approach. By using application design, reliability, customer service, and security as independent variables and customer satisfaction as the dependent variable. The results of this study found that the price of Shopeefood is considered more expensive than Grabfood and the quality of service provided by Grabfood is better than Shopeefood. This allows customers to switch to Grabfood Delivery as its competitor is quite large.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Qudsiyah Qurrotul A'yun | ||||||||
| Date Deposited: | 04 Mar 2024 05:30 | ||||||||
| Last Modified: | 04 Mar 2024 05:30 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/8001 |
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