Lestari, Andini Ayu and Aniesa Samira Bafadhal, S.AB., M.AB. (2023) Pengaruh E-Service Quality, E-Recovery Service Quality, dan E-Trust Terhadap E-Loyalty (Survei Online pada Pengguna Mobile Application Traveloka). Sarjana thesis, Universitas Brawijaya.
Abstract
Traveloka adalah perusahaan yang bergerak di bidang jasa layanan travel yang tersedia secara daring. Berdiri pada tahun 2012 di Indonesia, Traveloka berfokus kepada penyediaan berbagai jenis kebutuhan perjalanan, atrakasi lokal, dan berinovasi dengan menghadirkan layanan lifestyle. Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh e-service quality, e-recovery service quality dan e-trust terhadap e-loyalty pengguna mobile application Traveloka di Indonesia. Variabel independen dalam penelitian ini adalah e-service quality, erecovery service quality, dan e-trust, sedangkan variabel dependen adalah e-loyalty pengguna mobile application Traveloka. Penelitian ini menggunakan jenis explanatory research dengan pendekatan kuantitatif. Lokasi penelitian ini yaitu Indonesia. Data yang digunakan dalam penelitian ini adalah data primer dengan menyebarkan kuesioner secara online menggunakan google form kepada 100 orang pengguna mobile application Traveloka di Indonesia. Teknik pengambilan sampel menggunakan teknik purposive sampling. Hasil penelitian ini menunjukkan bahwa e-service quality, e-recovery service quality, dan e-trust secara parsial berpengaruh positif dan signifikan terhadap e-loyalty pengguna mobile application Traveloka. Selain itu, hasil penelitian ini juga menunjukkan bahwa variabel independen yaitu e-service quality, e-recovery service quality, dan e-trust secara simultan berpengaruh positif dan signifikan terhadap e-loyalty pengguna mobile application Traveloka. Berdasarkan hasil penelitian ini maka disarankan kepada pihak pengelola mobile application Traveloka untuk memberikan perhatian khusus akan pentingnya peran e-service quality, e-recovery service quality, dan e-trust untuk mempertahankan pelanggan dan meningkatkan e-loyalty pengguna mobile application Traveloka.
English Abstract
Traveloka is a company engaged in travel services available online. Established in 2012 in Indonesia, Traveloka focuses on providing various types of travel needs, local attractation, and innovating by presenting lifestyle services. This study aims to test and analyze the effect of e-service quality, e-recovery service quality and e-trust on the e-loyalty of Traveloka mobile application users in Indonesia. The independent variables in this study are e-service quality, e-recovery service quality, and e-trust, while the dependent variables are e-loyalty of Traveloka mobile application users. This research used a type of explanatory research with a quantitative approach. The location of this research was Indonesia. The data used was primary data by distributing questionnaires online using google forms to 100 Traveloka mobile application users in Indonesia. The sampling technique used was purposive sampling technique. The results of this research showed that e-service quality, e-recovery service quality, and e-trust partially had a positive and significant effect on the e-loyalty of Traveloka mobile application users. In addition, the results also showed that independent variables, namely e-service quality, e-recovery service quality, and etrust had a positive and significant effect on the e-loyalty of Traveloka mobile application users. Based on the results of this study, proposing for the Traveloka mobile application manager to give attention specially to the importance of the role of e-service quality, e-recovery service quality, and e-trust for retain customers and and increase e-loyalty of Traveloka mobile application users.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0523030033 |
| Uncontrolled Keywords: | E-Service Quality, E-Recovery Service Quality, E-trust, dan ELoyaty,-E-Service Quality, E-Recovery Service Quality, E-trust, and ELoyalty |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Endang Susworini |
| Date Deposited: | 21 Jul 2023 03:03 |
| Last Modified: | 21 Jul 2023 03:03 |
| URI: | http://repository.ub.ac.id/id/eprint/202019 |
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Text (DALAM MASA EMBARGO)
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