This study aims to find out (1) how is the quality of service provided by Shopee and
Tokopedia,(2) the gap between the performance and expectations of Shopee and
Tokopedia users on the quality of service of Shopee and Tokopedia,(3) what attributes are
considered important by users Shopee and Tokopedia originating from Majalengka
Regency are in accordance with the seven dimensions of SERVQUAL (4) proposed priority
actions for what can be done to improve the quality of Shopee and Tokopedia services. This …

ABSTRAK ANALISIS KUALITAS PELAYANAN SHOPEE DAN TOKOPEDIA
MENGGUNAKAN METODE GAP ANALYSIS DAN IMPORTANCE PERFORMANCE
ANALYSIS (IPA)(Dalam Rangka Meningkatkan Penggunaan Shopee dan Tokopedia Untuk
UMKM Di Majalengka) DINA LUTFIANA 6194007 Penelitian ini bertujuan untuk mengetahui
(1) bagaimana kualitas pelayanan yang diberikan oleh Shopee dan Tokopedia,(2)
kesenjangan antara kinerja dan harapan pengguna Shopee dan Tokopedia terhadap …