Nurjannah, - (2017) Evaluasi Kualitas Layanan Situs Tiket.Com Terhadap Kepuasan Pengguna Menggunakan Webqual Dan Importance –Performance Analysis (IPA). Sarjana thesis, Universitas Brawijaya.
Abstract
Tiket.com adalah satu layanan travel online yang memberikan kemudahan bagi para traveller dalam memesan tiket perjalanan dan penginapan. Penelitian ini dilakukan untuk mengetahui kualitas layanan situs Tiket.com dari persepsi pengguna dengan menggunakan Webqual 4.0, mengetahui pengaruh variabel Usability, Information Quality, Service Interaction Quality, Satisfaction, Loyalty serta Intention to Use dan mengetahui pengelompokkan kuadran Importance – Performance Analysis (IPA) pada tiap indikator webqual. Penelitian ini menggunakan teknik pengumpulan data secara kuesioner dengan jumlah besar sampel antara 90-120 responden, dan didapatkan jumlah responden yang akan dianalisis sebesar 109. Hasil penelitian menyimpulkan bahwa variabel Usability, Information Quality, Service Interaction Quality berpengaruh terhadap kepuasan, ketika kepuasan pengguna meningkat maka akan berpengaruh terhadap loyalitas dan keinginan pengguna untuk menggunakan situs tersebut. Hasil kuadran IPA menunjukkan bahwa indikator Performance pada variabel Usability belum memenuhi harapan pengguna.
English Abstract
Tiket.com is an online travel service that makes it easy for travelers to book travel and lodging tickets. This research was conducted to know the quality of Ticket.com service from user perception by using Webqual 4.0, to know the effect of Usability, Information Quality, Service Interaction Quality, Satisfaction, Loyalty and Intention to Use and to know the quadrant of Importance - Performance Analysis (IPA) each webqual indicator. This study used data collection technique in questionnaire with large number of samples between 90-120 respondents, and got the number of respondents to be analyzed for 109. The result of this research concludes that variable of Usability, Information Quality, Service Interaction Quality have an effect to Satisfaction, when user Satisfaction is increasing it will influence to Loyalty and Intention to Use the site. The results of the IPA quadrant show that the Performance indicator on the Usability variable has not satisfy the expectations of the user.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTIK/2017/389/051706736 |
| Uncontrolled Keywords: | Usability, Information Quality, Service Interaction, Satisfaction, Loyalty, Intention to Use |
| Subjects: | 000 Computer science, information and general works > 004 Computer science > 004.2 System analysis and design, computer architecture, performance evaluation |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Yusuf Dwi N. |
| Date Deposited: | 23 Aug 2017 02:03 |
| Last Modified: | 08 Sep 2022 02:16 |
| URI: | http://repository.ub.ac.id/id/eprint/1546 |
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