Analysis Customer Satisfaction Levels on the Sociolla Application
Abstract
The development of e-commerce is currently growing rapidly, there are many different types of e-commerce according to increasingly diverse needs, one of which is sociolla is e-commerce with a focus on beauty in Indonesia. In the midst of intense competition, it is important for sociolla to understand the level of customer satisfaction in DKI Jakarta, an area with large market potential. This study aims to determine the level of customer satisfaction on the Sociolla application in DKI Jakarta. This study uses a quantitative approach with a purposive sampling technique. While the data analysis techniques used are descriptive analysis, customer satisfaction index, importance performance analysis, and GAP analysis. The dimensions in this study use the end user computing satisfaction (EUCS) model, namely the dimensions of content, accuracy, format, ease of use, and timeliness. In the results of the study using the descriptive analysis method, the level of importance of several aspects for the Sociolla application is "very important" which is supported by the dimensions of ease of use, timeliness, and content, and at the level of satisfaction with the Sociolla application, customers are already "very satisfied" which is supported by the dimensions of content, ease of use, and accuracy. The results of the customer satisfaction index method showed that customers felt "very satisfied" which was supported by the dimensions of content, and ease of use. In the results of the importance performance analysis method, there are several areas that need to be improved and maintained.
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