| Today, technological progress is felt. One of them is with e-commerce provisions, namely distribution, purchase, sales, electronic goods and services such as the internet or network, www, or other computer networks. Many e-commerce appear on the market. JD.ID is an e-commerce that has just entered the Indonesian market and is able to compete with other e-commerce for the time being, but customer reviews of JD.ID service quality are still less than what is done to analyze the quality of service that is repaired and programmed by JD.ID. In this study applied importance performance analysis (IPA) and Potential Gain in Customer Value (PGCV) methods with a total sample of 140 respondents by purposive sampling. The results of this study are 7 attributes that must be corrected and 10 attributes that must be maintained. Attributes that must be corrected include questions that are responded to within 24 hours, complaints responded within 24 hours, information on the website that is accurate, communication with the company through the website is easy to do, the website is easily accessible, loading time to open the website, has complete product details. |