PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION DAN DAMPAKNYA TERHADAP E-LOYALTY PELANGGAN TRAVELOKA.COM (Studi Pada PT Trinusa Travelindo)

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

Item Type: Thesis (S1-Sarjana)
Call Number: SE/31/19/350
NIM: 43114120484
Uncontrolled Keywords: E-Service Quality, E-Satisfaction, dan E-Loyalty
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 025 Operations, Archives, Information Centers/Operasional Perpustakaan, Arsip dan Pusat Informasi, Pelayanan dan Pengelolaan Perpustakaan > 025.5 Service to Users/Layanan Kepada Pengguna Perpustakaan > 025.52 Reference and Information Services/Layanan Referensi dan Informasi > 025.523 Cooperative Information Services/Layanan Informasi
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 > 069.1 Museum Services to Patrons/Layanan Museum untuk Pelanggan > 069.15 Instruction Services/Jasa Instruksi
200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial > 369 Miscellaneous Associations/Aneka Ragam Perkumpulan > 369.5 Service Clubs/Perkumpulan Layanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor > 651.9 Office Services in Specific Kinds of Enterprises/Layanan Kantor untuk Perusahaan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 24 Feb 2020 04:17
Last Modified: 24 Feb 2020 04:17
URI: http://repository.mercubuana.ac.id/id/eprint/54318

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