HIDAYAT, TOPIK (2018) FAKTOR YANG MEMENGARUHI LOYALITAS PELANGGAN DALAM BERBELANJA TIKET PERJALANAN DAN/ATAU RESERVASI PENGINAPAN SECARA ONLINE. S2 thesis, Universitas Mercu Buana Jakarta.
|
Text (HAL COVER)
Judul.pdf Download (42kB) | Preview |
|
|
Text (ABSTRAK)
Abstrak.pdf Download (57kB) | Preview |
|
|
Text (LEMBAR PERNYATAAN)
Lembar Pernyataan.pdf Download (603kB) | Preview |
|
|
Text (LEMBAR PENGESAHAN)
Lembar Pengesahan.pdf Download (309kB) | Preview |
|
|
Text (KATA PENGANTAR)
Kata Pengantar.pdf Download (55kB) | Preview |
|
|
Text (DAFTAR ISI)
Daftar Isi.pdf Download (65kB) | Preview |
|
|
Text (DAFTAR TABEL)
Daftar Tabel.pdf Download (54kB) | Preview |
|
|
Text (DAFTAR GAMBAR)
Daftar Gambar.pdf Download (53kB) | Preview |
|
|
Text (DAFTAR LAMPIRAN)
Daftar Lampiran.pdf Download (53kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
Bab 1.pdf Restricted to Registered users only Download (215kB) |
|
|
Text (BAB II)
Bab 2.pdf Restricted to Registered users only Download (124kB) |
|
|
Text (BAB III)
Bab 3.pdf Restricted to Registered users only Download (147kB) |
|
|
Text (BAB IV)
Bab 4.pdf Restricted to Registered users only Download (350kB) |
|
|
Text (BAB V)
Bab 5.pdf Restricted to Registered users only Download (61kB) |
|
|
Text (DAFTAR PUSTAKA)
Daftar Pustaka.pdf Restricted to Registered users only Download (70kB) |
|
|
Text (LAMPIRAN)
Lampiran.pdf Restricted to Registered users only Download (388kB) |
Abstract
The purpose of this research is to set company’s marketing strategy to enhance customer loyalty in online travel ticket purchasing and lodging reservation. Methodology used is quantitative research to validate the impact of some variables, i.e.: e-service quality, customer perceived value and customer satisfaction to customer loyalty. The research involved 206 respondents in Jakarta Area and using Structural Equation Modeling (SEM) to analyze the data. The research indicates that (1) e-service quality has impact to customer satisfaction, (2) e-service quality has no impact to customer loyalty, (3) customer satisfaction has impact to customer loyalty, (4) e-service quality has impact to customer perceived value, (5) customer perceived value has impact to customer satisfaction and (6) customer perceived value has no impact to customer loyalty. Enhancing customer loyalty can be achieved by improving e-service quality, customer perceived value and customer satisfaction, where the priority is to improve customer satisfaction. Next research suggestions: (a) to develop research on other types of products, such as goods, (b) expand the area of respondents, previously only limited in Jakarta Area, suggested to widen it to wider area and (c) determine other variables Keywords: customer satisfaction, e-service quality, customer loyalty, customer perceived value Tujuan dari penelitian ini adalah menetapkan strategi perusahaan untuk meningkatkan loyalitas pelanggan dalam berbelanja tiket perjalanan dan/atau reservasi penginapan secara online. Metode yang digunakan adalah melihat pengaruh faktor kualitas layanan elektronik, persepsi nilai pelanggan dan kepuasan pelanggan. Sampel yang dikumpulkan sebanyak 206 orang, yang mengisi kuesioner dengan 13 buah pernyataan. Analisis menggunakan Structural Equation Modelling (SEM), dengan piranti lunak Lisrel 8.8. Hasil : (1) kualitas layanan elektronik berdampak terhadap kepuasan pelanggan, (2) kualitas layanan elektronik tidak berdampak terhadap loyalitas pelanggan, (3) kepuasan pelanggan berdampak terhadap loyalitas pelanggan, (4) kualitas layanan elektronik berdampak terhadap persepsi nilai pelanggan, (5) persepsi nilai pelanggan berdampak terhadap kepuasan pelanggan dan (6) persepsi nilai pelanggan tidak berdampak terhadap loyalitas pelanggan. Untuk meningkatkan loyalitas pelanggan dapat ditempuh dengan cara meningkatkan kualitas layanan elektronik, persepsi nilai pelanggan dan kepuasan pelanggan, dimana prioritas harus diberikan terhadap usaha untuk meningkatkan kepuasan pelanggan. Usulan penelitian selanjutnya : (a) mengembangkan penelitian pada jenis produk lainnya, semisal produk berupa barang, (b) memperluas area responden, yang sebelumnya hanya terbatas di Propinsi DKI Jakarta semisal menjadi Jabodetabek atau bahkan lebih luas lagi dan (c) membahas variabel-variabel lainnya yang memengaruhi loyalitas pelanggan, selain daripada kualitas layanan elektronik, persepsi nilai pelanggan dan kepuasan pelanggan. Kata kunci: kepuasan pelanggan, kualitas layanan elektronik, loyalitas pelanggan, persepsi nilai pelanggan.
Actions (login required)
 |
View Item |
