Development Business Based on E-Commerce in Improving Service Quality in Crafte House Businesses

This study aiming for increase quality services in business craft house with using e-commerce Tokopedia. Types of research This is study normal development​ called research and development (R&D) which is used for produce a product new or develop old products. The research method used is a mix method, with using the ADDIE development model (analysis, design, development, implementation, and evaluation). Data collection was carried out through observation, interviews, and dissemination questionnaire to consumers. Research results show that Tokopedia’s e-commerce implementation provides impact positive and significant to improvement quality service Crafte House if compared to with service previously via Instagram. Indicator quality service like reliability, assurance, tangible, and responsiveness experience significant improvement. This is seen from difference mark gap between perception and expectation consumers who show results positive with show improvement service through Tokopedia makes it easier consumer in transact, access information products, and communicate with seller in a way faster and more efficient. In overall, results study proves that the use of Tokopedia based e-commerce is capable of repair quality services and improve satisfaction consumers. In addition, Tokopedia helps Crafte House expands market reach and increase Power competition in the increasingly digital era develop.