COMPARATIVE ANALYSIS ON SERVICE QUALITY OF MOBILE SHOPPING APPLICATION (CASE STUDY: SHOPEE AND TOKOPEDIA)

• Main Author: Wahyu Ramadhani (19015100), Desita
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/26513
• Institution: Institut Teknologi Bandung

These days, as the effect of the technology advancement, internet keep growing rapidly. Internet has a role to help people in almost everything. This phenomenon created some new opportunities for people in conducting their business especially in doing trading. The selling and buying activities can be done anywhere and without meeting each other, they can utilize their mobile. There are two big companies that successfully dominate the market in Indonesia, that are Shopee and Tokopedia. These two companies that are competing in the same industry, should maintain their quality of service in running their business. The purpose of this research is to compare the service quality of Shopee and Tokopedia mobile shopping application and also to analyze the differences using M-S-QUAL dimension that are Contact, Responsiveness, Fulfillment, Privacy and Efficiency. This research uses non parametric to describe the service quality mobile shopping application both on Shopee and Tokopedia. The data collected is 373 respondents of Shopee and 234 respondents of Tokopedia. The analysis technique used in this study is Mann Whitney to analyze the result difference of the two independent samples. Results indicate that there is no significance difference on mobile service quality dimensions between Shopee and Tokopedia.