Analisis pengaruh assurance, ease of use, e-scape, responsiveness, dan customization terhadap e-satisfaction dan e-trust yang membentuk e-loyalty pada pengguna tiket.com di Manado

Wurangian, Matthew Andreas Angilbert (2021) Analisis pengaruh assurance, ease of use, e-scape, responsiveness, dan customization terhadap e-satisfaction dan e-trust yang membentuk e-loyalty pada pengguna tiket.com di Manado. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Perkembangan teknologi di Indonesia sudah semakin meningkat setiap tahunnya. Hal ini tentunya sangat berpengaruh khususnya untuk industri Travelling, dimana dengan berkembangnya teknologi di Indonesia membuat perusahaan yang bergerak di industri travel pun menggunakan teknologi untuk meningkatkan perusahaan tersebut. Sehingga dengan demikian maka muncul Online Travel Agent yang akan memudahkan para pelanggan dan juga pastinya akan meningkatkan loyalitas pelanggan. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh dari Assurance, Ease of use, E-scape, Responsiveness, dan Customization terhadap E-satisfaction dan E-trust dalam membentuk E-loyalty. Manfaat dari penelitian ini adalah untuk menambah wawasan khususnya untuk mengetahui seberapa besar pengaruh Assurance, Ease of use, E-scape, Responsiveness, dan Customization terhadap E-satisfaction dan E-trust sehingga dapat meningkatkan E-Loyalty. Penelitian ini merupakan penelitian yang bersifat kausal dengan menggunakan metode kuantitatif dan diolah dengan bantuan program statistik yaitu SPSS versi 22.0. Pengumpulan data dilakukan dengan melakukan penyebaran kuisioner dan menggunakan teknik snowball sampling kepada 107 responden dengan karakteristik responden yaitu berjenis kelamin pria dan wanita, berusia 18-65 tahun (klasifikasi usia pemuda menurut WHO), berdomisili di Manado, memiliki aplikasi Tiket.com di handphone sendiri, memiliki dan pernah melakukan pembelian di aplikasi Tiket.com minimal 2 (dua) kali dalam 1 (satu) tahun terakhir, pernah memiliki dan pernah melakukan pembelian di aplikasi sejenis lainnya dalam 2 (dua) tahun terakhir, dan pernah menghubungi layanan pelanggan Tiket.com dalam 1 (satu) tahun terakhir. Hasil penelitian menunjukan bahwa variabel yang memiliki pengaruh terbesar adalah E-Satisfaction terhadap E-Loyalty sebesar 0,351; kemudian variabel yang memiliki pengaruh terbesar kedua adalah variabel E-Scape terhadap E-Trust sebesar 0,281; terbesar ketiga variabel E-Scape terhadap E-Satisfaction sebesar 0,279; terbesar keempat variabel Ease of Use terhadap variabel E-Trust sebesar 0,273; terbesar kelima variabel E-Trust terhadap E-Loyalty sebesar 0,216; terbesar keenam variabel Ease of Use terhadap E-Satisfaction sebesar 0,199; terbesar ketujuh variabel E-Satisfaction terhadap E-Trust sebesar 0,167; terbesar kedelapan variabel Responsiveness terhadap variabel E-Trust sebesar 0,132; terbesar kesembilan variabel Customization terhadap E-Satisfaction sebesar 0,118; terbesar kesepuluh variabel Responsiveness terhadap E-Satisfaction sebesar 0,079; terbesar kesebelas variabel Customization terhadap E-Trust sebesar 0,072; terbesar keduabelas variabel Assurance terhadap E-Satisfaction sebesar 0,023; terbesar ketigabelas variabel Assurance terhadap E-Trust sebesar 0,009./ The development of technology in Indonesia has been increasing every year. This is of course very influential, especially for the Traveling industry, where with the development of technology in Indonesia, companies engaged in the travel industry also use technology to improve the company. Thus, an Online Travel Agent will appear which will make it easier for customers and will certainly increase customer loyalty. The purpose of this study was to determine the effect of Assurance, Ease of use, E-scape, Responsiveness, and Customization on E-satisfaction and E-trust in forming E-loyalty. The benefit of this research is to add insight, especially to find out how much influence Assurance, Ease of use, E-scape, Responsiveness, and Customization have on E-satisfaction and E-trust so as to increase E-Loyalty. This research is a causal research using quantitative methods and processed with the help of a statistical program, namely SPSS version 22.0. Data collection was carried out by distributing questionnaires and using snowball sampling techniques to 107 respondents with the characteristics of the respondents being male and female, aged 18-65 years (youth age classification according to WHO), domiciled in Manado, had the Tiket.com application on their own mobile phone. , have and have made purchases on the Tiket.com application at least 2 (two) times in the last 1 (one) year, have owned and have made purchases in other similar applications in the last 2 (two) years, and have contacted Tiket customer service. com in the last 1 (one) year. The results showed that the variables that had the greatest influence were E-Satisfactionon E-Loyalty of 0.351; then the variable that has the second largest influence is the E-Scape variable on E-Trust of 0.281; the third largest variable of E-Scape to E-Satisfaction is 0.279; the fourth largest variable Ease of Use to the E-Trust variable is 0.273; the fifth largest variable of E-Trust to E-Loyalty is 0.216; the sixth largest variable of Ease of Use to E-Satisfaction is 0.199; the seventh largest variable of E-Satisfaction to E-Trust is 0.167; the eighth largest variable Responsiveness to the E-Trust variable is 0.132; the ninth largest variable of Customization to E-Satisfaction is 0.118; the tenth largest variable Responsiveness to E-Satisfaction is 0.079; the eleventh largest variable Customization to E-Trust of 0.072; the twelfth largest Assurance variable to E-Satisfaction is 0.023; the thirteenth largest Assurance variable to E-Trust is 0.009

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Wurangian, Matthew Andreas AngilbertNIM02011180045andreaswurangian@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorSondakh, Oliandes0722128002UNSPECIFIED
Thesis advisorSantoso, William0720109102UNSPECIFIED
Uncontrolled Keywords: assurance; ease of use; e-scape; responsiveness; customization; e-satisfaction; e-trust; e-loyalty
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Surabaya > Business School > Management
Current > Faculty/School - UPH Surabaya > Business School > Management
Depositing User: Users 5403 not found.
Date Deposited: 03 Dec 2021 04:44
Last Modified: 24 Mar 2022 08:34
URI: http://repository.uph.edu/id/eprint/43020

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