Digital Online Dan Trust Dalam Hubungan Antara Tokopedia Dengan Pengguna Layanan

  • Alessander Mohansyah Universitas Pelita Harapan
  • Rizaldi Parani Universitas pelita harapan
https://doi.org/10.30656/lontar.v6i1.649
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Abstract

Maraknya bisnis e-commerce yang ada di Indonesia tidak terlepas dari semakin banyaknya penggunaan layanan digital online pada masyarakat.Hal ini mendorong perusahaan-perusahaan yang bergerak dibidang e-commerce berkompetisi untuk memberikan pelayanan online yang terbaik bagi para pelanggan dan penggunanya.Mulai dari layanan transaksi pembayaran terhadap penjualan produk hingga yang terbaru adalah layanan pembayaran tagihan. Namun demikian layanan yang terakhir ini nampaknya masih jarang digunakan oleh para pelanggan karena belum adanya kepercayaan yang tumbuh dalam konteks hubungan antara pelanggan dengan perusahaan penyedia jasa layanan. Tokopedia merupakan salah satu perusahaan yang sedang berupaya untuk menanamkan kepercayaan kepada para pelanggannya untuk mau melakukan transaksi pembayaran tagihan melalui online.Oleh karenanya, studi ini mencoba memberikan gambaran tentang strategi yang dilakukan oleh Tokopedia untuk membangun hubungan dengan para pelanggannya menyangkut penggunaan transaksi layanan pembayaran tagihan. Studi ini menggunakan pendekatan kualitatif dengan metode penelitian deskriptif yang menggunakan Tokopedia sebagai unit analisa. Metode pengumpulan data yang dilakukan adalah dengan wawancara mendalam terhadap satu orang key informant dan dua orang informant yang mewakili Tokopedia.

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Published
2018-06-30
Issue
Vol. 6 No. 1 (2018): LONTAR: Jurnal Ilmu Komunikasi
Section
Articles

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