FAKTOR YANG MEMENGARUHI LOYALITAS PELANGGAN DALAM BERBELANJA TIKET PERJALANAN DAN/ATAU RESERVASI PENGINAPAN SECARA ONLINE

HIDAYAT, TOPIK (2018) FAKTOR YANG MEMENGARUHI LOYALITAS PELANGGAN DALAM BERBELANJA TIKET PERJALANAN DAN/ATAU RESERVASI PENGINAPAN SECARA ONLINE. S2 thesis, Universitas Mercu Buana Jakarta.

[img]
Preview
Text (HAL COVER)
Judul.pdf

Download (42kB) | Preview
[img]
Preview
Text (ABSTRAK)
Abstrak.pdf

Download (57kB) | Preview
[img]
Preview
Text (LEMBAR PERNYATAAN)
Lembar Pernyataan.pdf

Download (603kB) | Preview
[img]
Preview
Text (LEMBAR PENGESAHAN)
Lembar Pengesahan.pdf

Download (309kB) | Preview
[img]
Preview
Text (KATA PENGANTAR)
Kata Pengantar.pdf

Download (55kB) | Preview
[img]
Preview
Text (DAFTAR ISI)
Daftar Isi.pdf

Download (65kB) | Preview
[img]
Preview
Text (DAFTAR TABEL)
Daftar Tabel.pdf

Download (54kB) | Preview
[img]
Preview
Text (DAFTAR GAMBAR)
Daftar Gambar.pdf

Download (53kB) | Preview
[img]
Preview
Text (DAFTAR LAMPIRAN)
Daftar Lampiran.pdf

Download (53kB) | Preview
[img] Text (BAB I)
Bab 1.pdf
Restricted to Registered users only

Download (215kB)
[img] Text (BAB II)
Bab 2.pdf
Restricted to Registered users only

Download (124kB)
[img] Text (BAB III)
Bab 3.pdf
Restricted to Registered users only

Download (147kB)
[img] Text (BAB IV)
Bab 4.pdf
Restricted to Registered users only

Download (350kB)
[img] Text (BAB V)
Bab 5.pdf
Restricted to Registered users only

Download (61kB)
[img] Text (DAFTAR PUSTAKA)
Daftar Pustaka.pdf
Restricted to Registered users only

Download (70kB)
[img] 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.

Item Type: Thesis (S2)
Call Number CD: CD/551. 19 142
Call Number: TM/51/18/227
NIM: 55116120058
Uncontrolled Keywords: kepuasan pelanggan, kualitas layanan elektronik, loyalitas pelanggan, persepsi nilai pelanggan.
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 > 006 Special Computer Methods/Metode Komputer Tertentu > 006.7 Multimedia Systems/Sistem-sistem Multimedia
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 > 006 Special Computer Methods/Metode Komputer Tertentu > 006.7 Multimedia Systems/Sistem-sistem Multimedia > 006.75 Social Multimedia/Multimedia Social > 006.754 Online Social Network/Situs Jejaring Sosial, Sosial Media
600 Technology/Teknologi > 640 Home Economic and Family Living Management/Kesejahteraan Rumah Tangga dan Manajemen Kehidupan Keluarga
600 Technology/Teknologi > 640 Home Economic and Family Living Management/Kesejahteraan Rumah Tangga dan Manajemen Kehidupan Keluarga > 640.1-640.9 Standard Subdivisions of Home Economic and Family Living/Subdivisi Standar Dari Kesejahteraan Rumah Tangga dan Kehidupan Keluarga > 640.7 Purchasing Guides/Panduan Belanja, Daftar Belanja Rumah Tangga
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 28 Dec 2018 00:53
Last Modified: 10 Jan 2020 07:45
URI: http://repository.mercubuana.ac.id/id/eprint/46313

Actions (login required)

View Item View Item