An analysis of the Influence of Customer Journey Mapping in Customer Retention Design on Shoppe E-commerce Using the Service Quality Method

Authors

  • Derezky Elvaberta Djami Fakultas Teknologi Informasi, Universitas Advent Indonesia
  • Sintaria Sembiring Fakultas Teknologi Informasi, Universitas Advent Indonesia

https://doi.org/10.36342/teika.v13i01.3088

Keywords:

Map, Customer Retention, Service Quality

Abstract

Technological developments accompanied by increasing population growth rates in Indonesia affect people's lives in meeting their daily needs. With e-commerce that is present as an innovation in the use of technology and internet network assistance, it makes it easier for people to buy and sell goods online. Shoppe is one of the e-commerce with the most sales and visitors in Indonesia as of 2022 according to a national survey conducted by BOI Research. This research was conducted to analyze and provide information about the influence of the customer journey map consisting of the stages of discovery, use, and loyalty with 5 dimensions of service quality Service Quality Method which includes reliability, responsiveness, assurance, empathy, and tangibles on customer strategy design retention on Shopee e-commerce. The results of this study obtained the results that there is a positive relationship between the discovery and use process on customer loyalty in making purchases. Companies can evaluate this stage in designing strategies to gain customer trust and loyalty in order to make repeat purchases.

 

Article Metrics

Downloads

Download data is not yet available.

References

D. Nurkhomaria, "Pengaruh E-Trust, E-Service Qualit, dan E-Satisfaction Terhadap Loyalitas Pelanggan Pada Shopee (Studi Kasus Pada Pengguna Shopee Di Ponorogo)," Repository Muhammadiyah University Of Ponorogo, no. 15 Agustus 2022, 2022.

A. F. Afriska, "Pengaruh Kualitas Pelayanan, Keragaman Produk Dan Harga Terhadap Keputusan Pembelian Pada E-commerce ( Studi Kasus Mahasiswa FEB UMSU)," UMSU Research Repository, p. 6.

J. Supranto, Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar, Jakarta: Rineka Cipta, 2001.

L. Columbus, "Garter Hype Cycle For CRM Sales 2012: Sales Turns To The Cloud For Quick Relief," New York Forbes, 2014. [Online].

R. Munandar, "Strategi Customer Retention Marketing (CRM) Pada Distributor Duta Parfum Center Dalam Mempertahankan Pelanggan," Institutional REpository Universitas Sultan Ageng Tirtayasa, p. 20, 2018.

D. L. M. K. Y. Prananda, "Penerapan Metode Service Quality (Servqual) Untuk Peningkatan Kualitas Pelayanan Pelanggan," Jurnal Optimasi Sistem Industri, vol. 12, 2019.

H. Umar, Metode Penelitian Untuk Skripsi Dan Tesis Bisnis, Jakarta: Raja Grifindo Persada, 2013.

D. K. D. P. S. K. B. Barat, "Geographic Information System (GIS) Kab. Bandung Barat Kecamatan Parongpong & 7 Desa," DISDUKCAPIL Bandung Barat, 2021. [Online]. Available: https://disdukcapil.bandungbaratkab.go.id/home/gis/parompong.

G. Imam, Model persamaan struktural konsep dan aplikasi dengan program AMOS 24, Semarang: Badan Penerbit Universitas Diponegoro, 2017.

Sugiyono, Metode Penelitian Kuantitatif, Kualitatif dan R&D, Bandung: CV. Alfabeta, 2017.

I. Anugrah, "Analisis Faktor Pengaruh Minat Beli Shopee Indonesia Sebagai Penentu Perancangan Customer Journey Mapping Untuk Marketplace," Jurnal Universitas Islam Indonesia, pp. 49-51, 2021.

V. Wiratna Sujarweni, Metode Penelitian Bisnis Dan Ekonomi, Yogyakarta: Pustaka Baru Press, 2015.

E. Rachim, "Hubungan Pelaksanaan Pembelajaran Daring Dengan Minat Belajar Siswa Di Pada Masa Pandemi COVID- 19 Di Desa Krincing Secang Magelang," Indonesia Document Salatiga, [Online]. Available: http://e-repository.perpus.iainsalatiga.ac.id/id/eprint/9815. [Accessed 2020].

I. Ghozali, Aplikasi Analsisi Multivariete Dengan Program IBM SPSS 23, Semarang: Badan Penerbit Universitas Diponegoro, 2016.

I. M. Yuliara, "Modul Regresi Berganda," in Fakultas Matematikan dan Ilmu Pengetahuan Alam Universitas Udayana, Bali, 2016.

Khairunnisa, "Pengaruh Good Corporate Governance Dan Ukuran Perusahaan Terhadap Kinerja Perusahaan (Studi Kasus Pada Perusahaan Sektor Pebankan Yang Terdaftar Di Bursa Efek Indonesia Tahun 2016)," Repository Univeristas Negeri Jakarta, 20 9 2018.

O. AG, "Analisis Kualitas Website Dengan Metode Webqual Pada V-Tech Komputer Jambi," Universitas Dinamika Bangsa Institutional Repository, p. 72, 20 7 2019.

D. Kurniawan, "TABEL DISTRIBUSI Dilengkapi Metode Untuk Membaca Tabel Distribusi," 2008. [Online].

H. Sabrina, "Pengaruh Harga Dan Emosional Terhadap Keputusan Pembelian Sabun Lifeboy," JURNAL PLANS Penelitian Ilmu Manajemen & Bisnis, vol. 12, 2017.

Downloads

Published

2023-05-01

How to Cite

Djami, D. E., & Sembiring, S. (2023). An analysis of the Influence of Customer Journey Mapping in Customer Retention Design on Shoppe E-commerce Using the Service Quality Method. TeIKa, 13(01), 41-51. https://doi.org/10.36342/teika.v13i01.3088

Issue

Vol. 13 No. 01 (2023): TeIKa: April 2023

Section

Articles

License

Copyright (c) 2023 TeIKa

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

The submitting author warrants that the submission is original and that she/he is the author of the submission together with the named co-authors; to the extend the submission incorporates text passages, figures, data or other material from the work of others, the submitting author has obtained any necessary permission.

Articles in this journal are published under the Creative Commons Share Alike Attribution Licence (CC-BY-SA  What does this mean?). This is to get more legal certainty about what readers can do with published articles, and thus a wider dissemination and archiving, which in turn makes publishing with this journal more valuable for you, the authors.

By submitting an article the author grants to this journal the non-exclusive right to publish it. The author retains the copyright and the publishing rights for his article without any restrictions.