CUSTOMER’S PERCEPTION OF ONLINE SERVICE QUALITY FROM MAKEUPUCCINO WEBSITE STORE TO CUSTOMER SATISFACTION

• Main Author: Azaria Iskandar (NIM 19014073), Safira
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/24166
• Institution: Institut Teknologi Bandung

ABSTRACT <br /> <br /> Online retail is currently become the new way to offer different experience of shopping for the customers. Online retail market promising the marketers bigger opportunities, income growth and product distribution. Recently there are a lot of online retail develop in Indonesia. Makeupuccino is an online store based in Bandung that sales makeup and other cosmetics stuff. As the competition between online retails getting higher, Makeupuccino needs to keep the customers by improving their service quality to maintain their customer’s satisfaction. <br /> <br /> This study aims to explore customers’ perception of online retail store service quality and how it affects customer satisfaction. Reliability, responsiveness, security and web-design represent the service quality. Data was collected from Makeupuccino customers. Makeupuccino’s website store has already got an excellence online service quality. Customer’s satisfaction of Makeupuccino website store is also considered as excellence. From four of the online service quality dimensions: reliability, responsiveness, security and web-design, the reliability dimension is believed as the most significant dimension towards customers satisfaction <br /> <br /> . <br /> <br /> Makeupuccino needs to maintain their excellent online service quality, in order to keep their customers satisfaction. And Makeupuccino needs to keep the trust from the customers, since it is the most important thing in online business. Trust is also important for the reliability dimensions of the online service quality. For further research, researchers recommend to increase the samples in order to have more reliable results for the population. And give adjustment on the online service quality measurement tools in order to obtain the desire results. <br /> <br /> Keyword : Customer satisfaction, Online retail, Online service quality, Website store.