Analisis Pengaruh E-Service Quality terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty PT Bayu Buana Travel Tbk

Authors

  • Hansel Jonathan CIMB Niaga

DOI:

https://doi.org/10.21512/tw.v14i2.650

Keywords:

e-service quality, customer satisfaction, customer loyalty, structural equation model, important performance analysis

Abstract

The purpose of this study is to determine the effect of e-service quality on customer satisfaction and its impact on customer loyalty of PT Bayu Buana Travel, Tbk. With non-probability technique (census), questionnaires were collected and used in data processing using Structural Equation Modeling with WarpPLS program and Importance Performance Analysis methods. Based on this research, it was found that e-service quality has an influence on customer satisfaction, customer satisfaction has an influence on customer loyalty, e-service quality has an influence on customer loyalty, and e-service quality and customer satisfaction has an influence on customer loyalty. The e-service quality attributes, such as the website providing accurate information, the website having a good reputation, all online payment be confirmed, the website easy to use, and the products/services on the website delivered according to the time, need to be improved and enhanced.

Dimensions

Plum Analytics

References

Anggraeni, N. M. S. & Yasa, N. N. K. (2012). E-service quality terhadap kepuasan dan loyalitas pelanggan dalam penggunaan internet banking. Jurnal Keuangan dan Perbankan, 16(2), 293–306.

Ariyanto, H. H. (2003). Hubungan Karakteristik Konsumen dalam Evaluasi terhadap Brand Imitation. Jakarta: Elex Media Komputindo.

Chase, R. B., Jacobs, F. R., & Aquilano, N. J. (2006). Operations Management for Competitive Advantage. 11th Ed. New York: McGraw Hill.

Griffin, J. (2005). Customer Loyalty: Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Jakarta: Erlangga.

Ho, C. I. & Lee, Y. L. (2007). The development of an e-travel service quality scale. Tourism Management, 28(6), 1434–1449.

Irawan, H. (2003). 10 Prinsip Kepuasaan Pelanggan. Jakarta: Elex Media Komputindo.

Miniwatts Marketing Group. (2012). Internet World Stats: Usage and Population Statistics. Diakses 27 Maret 2013 dari http://www.Internetworldstats.com/stats.htm

Nurulita, Z. (2009). Dampak Kehadiran Internet dalam Perspektif Sosial. Diakses 20 Januari 2013 dari http://zea-mpr.blogspot.com/2009/11/dampak-kehadiran-internet-dalam.html.

Siwantara, I. W. (2011). Pengaruh nilai pelanggan terhadap kepuasan dan loyalitas pelanggan serta kinerja customer relationship management (Studi pada Halo Corporate PT Telkomsel Bali). Jurnal Bisnis dan Kewirausahaan, 7(3), 150–161.

Downloads

Published

2013-09-30
Abstract 6593  .
PDF downloaded 7147  .