ANALISIS TINGKAT KEPUASAN PELANGGAN MARKETPLACE SHOPEE DENGAN METODE PIECES FRAMEWORK

People's needs that must be met, especially during the Covid-19 pandemic, are looking for ways to use online shop platforms to fulfill goods or products needed on a daily basis, one of the largest marketplaces in Indonesia is shopee, shopee itself is a marketplace for buying and selling goods or services. online services that provide various kinds of products such as clothing, electronics, automotive, household needs, gadgets, building tools and so on in this researcher entitled "Analysis of Shopee Marketplace Customer Satisfaction Levels with the PIECES Framework method" aims to determine the level of shopee user satisfaction in each pieces framework variable and what variables affect shopee marketplace user satisfaction. In this study using the PIECES Framework method which contains 6 variables, the sample used is a shopee marketplace user in Banyumas Regency, with a population of 1.77 million people and a total of 110 respondents. Research questionnaires were distributed via google form. Processing of data from the questionnaire results using SPSS Version 20. The results of this study showed that the average value of the shopee marketplace customer satisfaction level was 4.57 (very satisfied), information variable was 4.25 (very satisfied), Economics variable was 4.32 (very satisfied), control variable and security of 4.01 (satisfied), Efficiency variable of 4.03 (satisfied) and service variable of 4.17 (satisfied) and from the partial test of the pieces variable that affects customer satisfaction, namely the Efficiency variable and the service variable. While the variables that do not affect the user satisfaction variable are Performance, Information, Economic and Control and Security variables.