ANDINI, YESSI PUTRI (2020) PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION DAN DAMPAKNYA TERHADAP E-LOYALTY PELANGGAN TRAVELOKA.COM (Studi Pada PT Trinusa Travelindo). S1-Sarjana thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to determine the effect of E-Service Quality on E-Satisfaction that has in impacton E-Loyalty Traveloka.com Customers (study on PT Trinusa Travelindo). The object of this study was carried out on the Mercu Buana University stufent community in West Jakarta and company employees wher researchersworked in West Jakarta. This research category is explanatory research with a survey approach. Using the Causal analysis method. The samplin technique used is Non-Probability Sampling with Purposive Sampling. Structural Equation Model (SEM) technique. Data collection technique with a questionnaire of 181 respondents. Data analysis method in this research is Structural Equation Model (SEM) which is Variance Based better known as Partial Least Squares (PLS). The results of this study indicate that E-Service Quality has a positive and significant effect on E-Satisfaction of Traveloka.com customers. E-Service Quality has a positive and significant impact on E-Loyalty of Traveloka.com customers. E-Satisfaction has a positive and significant effect on E-Loyalty of Traveloka.com customers. E-Service Quality has a positive and significant effect on E-Loyalty by mediating E-Satisfaction of Traveloka.com customers. Keyword : E-Service Quality, E-Satisfaction, and E-Loyalty Penelitian ini bertujuan untuk mengetahui pengaruh variabel E-Service Quality terhadap E-Satisfaction yang berdampak terhadap E-Loyalty pelanggan Traveloka.com (Studi pada PT Trinusa Travelindo). Objek penelitian ini dilakukan terhadap komunitas Mahasiswa Universitas Mercu Buana Jakarta Barat & karyawan perusahaan tempat peneliti bekerja Jakarta Barat. Kategori peneliatian ini adalah explanatory research dengan pendekatan survei. Menggunakan metode analisis Kausal. Teknik sampling yang digunakan adalah Non-Probability Sampling dengan teknik Purposive Sampling. Teknik pengumpulan data dengan kuesioner sebanyak 181 responden. Metode analisis data dalam penelitian ini adalah Structural Equation Model (SEM) yang Variance Based lebih dikenal dengan nama Partial Least Squares (PLS). Hasil penelitian ini menunjukkan E-Service Quality berpengaruh positif dan signifikan terhadap E-Satisfaction pelanggan Traveloka.com. E-Service Quality berpengaruh positif dan Signifikan terhadap E-Loyalty pelanggan Traveloka.com. E-Satisfaction berpengaruh positif dan signifikan terhadap E-Loyalty pelanggan Traveloka.com. E-Service Quality berpengaruh positif dan signifikan terhadap E-Loyalty dengan mediasi E-Satisfaction pelanggan Traveloka.com. Kata Kunci : E-Service Quality, E-Satisfaction, dan E-Loyalty
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