ANALYSIS OF PROMOTION AND SERVICE QUALITY ON CUSTOMER SATISFACTION AT PT. TOKOPEDIA INDONESIA BRANCH JAKARTA

Arif Hernawan, Nunuh Nunuh, Richard Paulus, Ricardo Daniel

Abstract


This study aims to determine and analyse the effect of promotion and service quality on customer satisfaction of Tokopedia Indonesia Jakarta Branch, by utilising an Internet of Things (IoT) based system. Promotion is measured through analysing customer responses to promotional campaigns run by PT Tokopedia. Meanwhile, service quality is evaluated by monitoring IoT parameters which include delivery time, product availability, and system responsiveness. using testing the hypothesis that there is a relationship between the level of satisfaction experienced by customers and the level of quality and marketing enjoyed by Internet of Things (IoT) services. The type of research used uses a quantitative approach. The method used in this research is quantitative descriptive method, information collection methods utilizing surveys, and examination methods utilizing different direct relapse (SPSS). The comes about appeared that there was a solid impact between IoT-based benefit quality and advancement on client fulfillment. 

Keywords


promotion; service quality; customer satisfaction; internet of things (IoT); tokopedia

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DOI: https://doi.org/10.25292/atlr.v6i0.639

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