Lukita, HendikaSwasti (2010) Pengaruh e-Service Quality dan Net-Oriented Lifestyle Terhadap e-Satisfaction dan e-Loyalty : Studi pada pelanggan airlines e-ticketing di Kota Balikpapan. Doctor thesis, Universitas Brawijaya.
Abstract
Tujuan penelitian ini adalah untuk menguji hubungan e-Service Quality dan Net Oriented Lifestyle, serta pengaruh e-Service Quality dan Net Oriented Lifestyle terhadap ESatisfaction dan E-Loyalty dalam konteks airlines e-ticketing. Disamping itu, mengkonfirmasi kontribusi enam dimensi meliputi usability, information quality, navigation, enjoyment, process, and privacy terhadap e-Service Quality. Data empiris dikumpulkan dari 195 responden dengan gaya hidup Net Oriented Lifestyle, melalui opini mereka tentang pengalaman airlines e-ticketing. Melalui analisis Structural Equation Modeling (SEM), penelitian ini membuktikan bahwa : (1) kontribusi dari enam dimensi: usability, information quality, navigation, enjoyment, process, and privacy terhadap e-Service Quality adalah positif dan sangat signifikan, (2) korelasi atau hubungan e-Service Quality dan Net Oriented Lifestyle adalah positif dan sangat signifikan, (3) pengaruh e-Service Quality terhadap e-Satisfaction adalah positif dan sangat signifikan, (4) pengaruh e-Service Quality terhadap e-Loyalty adalah positif dan signifikan, (5) pengaruh Net Oriented Lifestyle terhadap e-Satisfaction adalah positif dan sangat signifikan, (6) pengaruh Net Oriented Lifestyle terhadap e-Loyalty adalah positif dan signifikan, serta (7) pengaruh e-Satisfaction terhadap e-Loyalty adalah positif dan sangat signifikan. Akhirnya, disimpulkan bahwa semua hipotesis dari penelitian ini secara ilmiah dapat diterima kebenarannya.
English Abstract
This study aims at examining the relationship between e-Service Quality and Net Oriented Lifestyle, and their influences toward e-Satisfaction and e-Loyalty in airlines e-ticketing setting context. In addition, the contributions of six dimensions involving usability, information quality, navigation, enjoyment, process, and privacy toward e-Service Quality is investigated as well. The empirical data were collected from 195 respondens with Net Oriented Lifestyle through their opinions about airlines e-ticketing experience. Through Structural Equation Modeling, this study reveals that: (1) the contribution of six dimensions covering usability, information quality, navigation, enjoyment, process, and privacy toward e-Service Quality is positive and very significant, (2) the correlation or the relationship of e-Service Quality and Net Oriented Lifestyle is positive and very significant, (3) the influence of e-Service Quality toward e-Satisfaction is positive and very significant, (4) the influence of e-Service Quality toward e-Loyalty is positive and significant, (5) the influence of Net Oriented Lifestyle toward e-Satisfaction is positive and very significant, (6) the influence of Net Oriented Lifestyle toward e-Loyalty is positive and significant, and (7) the influence of e-Satisfaction toward e-Loyalty is positive and very significant. Finally, concluded that all hypothesis of this study are scientifically confirmed.
| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DIS/658.834 3/LUK/p/2010/061003705 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing |
| Divisions: | S2/S3 > Doktor Kimia, Fakultas MIPA |
| Depositing User: | Unnamed user with email heriprayitno@ub.ac.id |
| Date Deposited: | 18 Jan 2011 13:11 |
| Last Modified: | 18 Jan 2011 13:11 |
| URI: | http://repository.ub.ac.id/id/eprint/160645 |
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