The Influence Of E-Service Quality Dimensions On E-Customer Satisfaction And Its Impact On E-Customer Loyalty Tiket.Com

Abstract

The problem that is often experienced by companies in the field of online
transportation services such as travel agencies is the quality of service
provided. Most consumers are dissatisfied with the services provided. These
problems make researchers interested in further examining the level of
consumer satisfaction with the services provided and analyzing consumer
loyalty in using the travel agency application in the form of tiket.com. The
implementation of this research implements a descriptive quantitative method
with the data collection technique, namely a questionnaire. Then the sample
selection method applies non-probability sampling of the purposive sampling
type and 260 respondents are obtained. While the data analysis implements
hypothesis testing in the form of SEM-PLS. Based on the test results and
analysis conducted, it was found that 1) e-customer satisfaction is positively
influenced insignificantly by site organization; 2) e-customer satisfaction is
not positively influenced by efficiency; 3) e-customer satisfaction is positively
influenced insignificantly by responsiveness; 4) e-customer satisfaction is
positively influenced by user friendliness; 5) e-customer satisfaction is
positively influenced insignificantly by personal needs; 6) e-customer
satisfaction is positively influenced by fulfillment; and 7) e-customer
satisfaction is positively influenced by security