EVALUATION AND DESIGN OF SERVICE QUALITY IMPROVEMENT AT SHOPEE FOOD SURABAYA
Dewie Saktia Ardiantono (a*), Mushonnifun Faiz Sugihartanto (a) and Faradilla Swesty Tri Rediana (a)

a) Department of Business Management, Faculty of Creative Design and Digital Business, Institut Teknologi Sepuluh Nopember, Indonesia
*dewie[at]mb.its.ac.id

Abstract

Shopee Food^s position in Indonesia is still relatively new in comparison to its competitors. Shopee Food is now expanding its reach to numerous places in Indonesia to increase the number of consumers. Service quality is one of the most important aspects affecting consumer decisions when purchasing food online. The purpose of this research is to identify essential service quality indicators for Shopee Food and make recommendations for measures to improve service quality. Importance Performance Analysis and House of Quality methodologies are used in this study. As a result, three crucial metrics require improvement. Furthermore, the House of Quality uses these three metrics to produce service improvement recommendations. As a result, companies can undertake four attempts to improve the quality of vital services. The major goal of enhancing service quality is to fix problems and make application responses run faster.

Keywords: House of Quality- Importance Performance Analysis- Service Quality- Online Food Delivery

Topic: Business and Economic