Syabani, Mochamad Aldi (2019) Pengaruh Electronic Service Quality Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi (Studi Pada Pelanggan Traveloka). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh electronic service quality terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel mediasi pada pelanggan Traveloka. Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan kausal antara variabel-variabelnya melalui pengujian hipotesis. Sampel responden dalam penelitian diambil menggunakan teknik non-probability sampling dengan metode purposive sampling. Dalam penelitian ini, responden berjumlah 251 orang yang sudah pernah menggunakan Traveloka lebih dari dua kali dan sudah berumur 18 tahun keatas. Uji instrumen penelitian meliputi uji outer model, uji inner model, uji hipotesis, dan uji sobel. Uji hipotesis langsung menggunakan t-test sedangkan hipotesis tidak langsung menggunakan uji sobel. Analisis ini menggunakan alat uji PLS dengan software Smart PLS 3.0. Hasil analisis yang didapat dalam penelitian ini adalah electronic service quality berpengaruh signifikan terhadap kepuasan pelanggan, kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan, dan electronic service quality berpengaruh signifikan terhadap loyalitas pelanggan. Sedangkan untuk pengaruh tidak langsung eservice quality terhadap loyalitas pelanggan dengan kepuasan pelanggan menunjukan hasil yang signifikan. Hasil tersebut menunjukkan bahwa kepuasan pelanggan memiliki pengaruh yang signifikan dalam memediasi e-service quality terhadap loyalitas pelanggan.
English Abstract
This study aims to determine the effect of Electronic Service Quality on Customer Loyalty through Customer Satisfaction as a mediating variable on Traveloka Customer. This explanatory research explains the causal relationship between its variables through hypothesis testing. The sample of this research were selected using non-probability sampling technique with purposive sampling methods. This research examines responses from 251 respondents who have used Traveloka more than twice and aged over 18 years. The research instrument test included outer model test, inner model test, hypothesis test, and sobel test. The direct hypothesis test using t-test while the indirect hypothesis test use the sobel test, and the data were analyzed using Partial Least Square in Smart PLS 3.0 software. The result of this research shows that the electronic service quality significantly affect the customer satisfaction, customer satisfaction significantly affect the customer loyalty, and electronic service quality significantly affect the customer loyalty. While for indirect influence of electronic service quality to customer loyalty through customer satisfaction showed significant result. This result means that customer satisfaction has a significant influence in bridging electronic service quality to customer loyalty
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FEB/2019/158/051903574 |
| Uncontrolled Keywords: | Electronic Service Quality, Kepuasan Pelanggan, Loyalitas Pelanggan, Traveloka, Electronic Service Quality, Customer Satisfaction, Customer Loyalty, Traveloka |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.4 Executive management > 658.401 Planning, policy making, control, quality management > 658.401 3 Control and quality management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 05 Aug 2020 04:48 |
| Last Modified: | 21 Oct 2021 06:51 |
| URI: | http://repository.ub.ac.id/id/eprint/170522 |
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