ARYO, WIJOSENO (2025) PERAN TRUST SEBAGAI MEDIATOR PERSEPSI KUALITAS WEB, RISIKO, REPUTASI PADA NIAT BELI KEMBALI TIKET GARUDA INDONESIA SECARA ONLINE. S2 thesis, Universitas Mercu Buana - Menteng.
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Abstract
This study investigates the factors influencing online repurchase intentions for domestic flight tickets of Garuda Indonesia, with trust as a mediating variable. Data were collected from 199 qualified respondents, primarily Millennials and Gen Z, who had purchased tickets through Garuda Indonesia’s official platform or Online Travel Agencies (OTAs). Using Partial Least Squares Structural Equation Modeling (PLS-SEM) for analysis, the findings reveal that for younger consumers, platform functionality, such as performance, information quality, and ease of use, has a stronger impact on repurchase intentions than design quality. Additionally, consumer trust in the platform positively moderates the relationship between perceived risk and repurchase intention. A favorable perception of the platform’s reputation directly boosts repurchase intentions, even without significant consideration of perceived risk. These insights offer strategic implications for enhancing the effectiveness, efficiency, and competitiveness of Garuda Indonesia’s digital platform in the domestic market. Penelitian ini memiliki tujuan untuk mengetahui secara empiris faktor-faktor yang mempengaruhi online repurchase intention tiket penerbangan domestik Garuda Indonesia secara daring, dengan mediasi trust. Data dikumpulkan dari 199 responden yang memenuhi kriteria penelitian. Responden berasal dari konsumen yang membeli tiket melalui platform resmi Garuda Indonesia dan OTA. Mayoritas responden berasal generasi Milenial dan Gen Z. Analisis data menggunakan metode PLS-SEM. Hasil penelitian menunjukkan bahwa bagi responden muda, fungsi platform yang dirasakan dapat membantu mereka, seperti performance, information quality, ease of use, lebih berperan dalam mempengaruhi online repurchase intention daripada design quality. Temuan penelitian ini ialah trust konsumen pada platform merubah hubungan perceived risk menjadi positif terhadap online repurchase intention. Pandangan positif atas reputation mempengaruhi langsung online repurchase intention tanpa mempertimbangkan secara mendalam faktor perceived risk. Temuan ini memberikan implikasi strategis bagi pengelolaan platform digital Garuda Indonesia untuk meningkatkan efektivitas, efisiensi, dan daya saing di pasar domestik.
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55122120007 |
| Uncontrolled Keywords: | trust, performance, information, ease of use, reputation, perceived risk trust, performance, information, ease of use, reputation, perceived risk |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | SUTRA DEWANGGA |
| Date Deposited: | 28 Feb 2025 03:53 |
| Last Modified: | 28 Feb 2025 03:53 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/94507 |
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