Tama, Dwi Adi Widya (2019) Pengaruh E-Service Quality Dan E-Recovery Service Quality Melalui Perceived Value Terhadap Loyalty Intentions (Studi Kasus: Pengguna Aplikasi Traveloka). Sarjana thesis, Universitas Brawijaya.
Abstract
Traveloka merupakan sebuah e-commerce yang bergerak di bidang penjualan tiket dan hotel secara online. Pada tahun 2018 Traveloka mampu meraih Top Brand Award sebagai pilihan pertama pengguna sebagai situs reservasi tiket pesawat, travel, dan hotel. Namun, berbagai fitur yang ditawarkan oleh Traveloka masih belum mampu memberikan kenyamanan kepada penggunanya. Berbagai keluhan pengguna dapat dilihat pada Google Playstore seperti aplikasi Traveloka masih sering error, kerumitan dalam mengembalikan dana, kegagalan transaksi, dan berbagai keluhan lainnya. Tujuan dari penelitian ini adalah untuk menganalisis kualitas layanan Traveloka terhadap loyalitas penggunanya. Variabel yang digunakan pada penelitian ini, yaitu e-service quality, e-recovery service quality, perceived value, dan loyalty intentions. Sampel penelitian ini adalah pengguna aplikasi Traveloka berjumlah 105 responden pengguna aplikasi Traveloka yang pernah bertransaksi pada tiket dan hotel dengan menggunakan metode non probability sampling dan teknik purposive sampling. Instrumen yang digunakan pada penelitian ini menggunakan kuesioner. Pengujian hipotesis pada penelitian ini menggunakan analisis regresi linear berganda untuk mengetahui pengaruh signifikan antar variabel yang dirumuskan dalam hipotesis. Hasil penelitian ini menunjukkan bahwa e-service quality dan e-recovery service quality tidak memiliki pengaruh secara signifikan terhadap loyalty intentions melalui perceived value. eservice quality dan e-recovery service quality berpengaruh signifikan terhadap perceived value. E-service quality, e-recovery service quality dan perceived value secara independen berpengaruh secara signifikan terhadap loyalty intentions.
English Abstract
Traveloka is an e-commerce company engaged in ticket sales and hotels online. In 2018 Traveloka was able to win the Top Brand Award as the first choice of users as an airline ticket reservation, travel and hotel site. However, the various features offered by Traveloka are still not able to provide convenience to its users. Various user complaints can be seen in the Google Playstore, such as the Traveloka application, there are still frequent errors, difficulties in returning funds, failure of transactions, and various other complaints. The purpose of this study is to analyze the quality of Traveloka's services to the loyalty of its users. The variables used in this study were e-service quality, e-recovery service quality, perceived value, and loyalty intentions. The sample of this study is that there are 105 respondents of the Traveloka application users who have used transactions on tickets and hotels using non-probability sampling methods and purposive sampling techniques. The instrument used in this study used a questionnaire. Testing the hypothesis in this study uses multiple linear regression analysis to determine the significant effect between variables formulated in the hypothesis. The results of this study indicate that e-service quality and e-recovery service quality do not have a significant effect on loyalty intentions through perceived value. E-service quality and e-recovery service quality have a significant effect on perceived value. E-service quality, erecovery service quality and perceived value independently have a significant effect on loyalty intentions.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FILKOM/2019/215/051902965 |
| Uncontrolled Keywords: | E-Service Quality, E-Recovery Service Quality, Perceived Value, Loyalty Intentions, Analisis Regresi Linear Berganda, E-Service Quality, E-Recovery Service Quality, Perceived Value, Loyalty Intentions, Multiple Linear Regression Analysis. |
| Subjects: | 000 Computer science, information and general works > 005 Computer programming, programs, data > 005.5 General purpose application programs |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Nur Cholis |
| Date Deposited: | 12 Aug 2020 07:53 |
| Last Modified: | 24 Oct 2021 05:15 |
| URI: | http://repository.ub.ac.id/id/eprint/169496 |
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