ANALISA E-SERVICE QUALITY TERHADAP E-LOYALTY MELALUI E-SATISFACTION (STUDI KASUS PADA PENGGUNA TRAVELOKA DI AREA FINANCIAL DISTRICT JAKARTA)

AMALIA, RUBY RIZQI (2018) ANALISA E-SERVICE QUALITY TERHADAP E-LOYALTY MELALUI E-SATISFACTION (STUDI KASUS PADA PENGGUNA TRAVELOKA DI AREA FINANCIAL DISTRICT JAKARTA). S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study is aimed to analyze the effect of E-Service Quality and E-Satisfaction to E-Loyalty at Traveloka users in area financial district Jakarta. Primary data in this study were obtained through a questionnaire of 235 respondents using non-probability and convenience sampling method. Hypothesis testing in this study used LISREL which is an alternative method of analysis with Structural Equation Modeling (SEM). The result showed that E-Service Quality has a positive effect to E-Satisfaction, E-Satisfaction have a positive effect to E-Loyalty, E-Service Quality has a positive effect to E-Loyalty and also E-Service Quality has a positive effect to E-Loyalty through variable mediator E-Satisfaction for Traveloka user at financial district area in Jakarta. Keywords : E-Service Quality, E-Satisfaction, E-Loyalty Penelitian ini bertujuan untuk menganalisa pengaruh E-Service Quality dan E-Satisfaction terhadap E-Loyalty pada pengguna Traveloka di area financial district Jakarta. Data primer dalam penelitian ini didapatkan melalui hasil kuesioner 235 responden dengan menggunakan metode sampling non-probability dan convenience sampling. Pengujian hipotesis penelitian ini menggunakan LISREL dimana merupakan salah satu alternatif metode analisis Structural Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa adanya pengaruh E-Service Quality yang positif dan terhadap E-Satisfaction, E-Satisfaction berpengaruh terhadap E-Loyalty, E-Service Quality berpengaruh terhadap E-Loyalty dan adanya pengaruh antara E-Service Quality terhadap E-Loyalty melalui E-Satisfaction pada pengguna Traveloka di area financial distrct Jakarta. Kata Kunci : E-Service Quality, E-Satisfaction, E-Loyalty

Item Type: Thesis (S2)
Call Number CD: CD/551. 18 029
NIM: 55115110099
Uncontrolled Keywords: E-Service Quality, E-Satisfaction, E-Loyalty
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.434 Process Management Programs/Program Manajemen Proses
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.6 Personnel Management of Museum/Manajemen Personalia Museum > 069.63 Personnel Management/Manajemen Personalia
400 Language/Bahasa > 400. Language/Bahasa > 406 Organizations and management/Organisasi dan Manajemen
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Virda Syifa
Date Deposited: 29 Oct 2018 03:04
Last Modified: 06 Nov 2018 05:21
URI: http://repository.mercubuana.ac.id/id/eprint/45309

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