Pengaruh kualitas layanan elektronik pada aplikasi seluler traveloka terhadap niat pembelian ulang

Febryna, Gabriela and Wijaya, Indra and Putri, Maria Sefanya (2020) Pengaruh kualitas layanan elektronik pada aplikasi seluler traveloka terhadap niat pembelian ulang. Masters thesis, Universitas Pelita Harapan.

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Abstract

Dalam perkembangan teknologi saat ini, pengguna internet dan smartphone yang melakukan transaksi secara online terus mengalami pertumbuhan, terutama dalam industri kebutuhan untuk travelling, entertainment dan leisure. Peluang bagi para pelaku usaha untuk menciptakan sebuah aplikasi seluler di bidang travel online, salah satunya adalah Traveloka. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan elektronik pada aplikasi seluler Traveloka dengan variabel kualitas informasi, desain aplikasi, metode pembayaran, serta keamanan dan privasi terhadap niat pembelian ulang dengan variabel kepuasan pelanggan sebagai variabel mediasi. Jumlah responden yang dianalisis adalah 392 responden yang berdomisili di Provinsi DKI Jakarta dan pernah menggunakan aplikasi Traveloka. Pengambilan sampel dilakukan dengan metode non-probability sampling dan teknik purposive sampling. Pengumpulan data penelitian ini dilakukan melalui penyebaran kuesioner online dengan item pertanyaan yang digunakan adalah skala Likert yang kemudian diolah menggunakan Structural Equation Model (SEM) dengan PLS. Hasil penelitian menunjukkan kualitas informasi, desain aplikasi, metode pembayaran, serta keamanan dan privasi berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Hasil analisis IPMA menunjukkan bahwa kualitas informasi dan kepuasan pelanggan ditemukan menjadi faktor yang paling penting dalam keputusan pelanggan untuk melakukan pembelian ulang pada aplikasi seluler Traveloka. / The current technological development, internet and smartphone users who do online transactions are increasing, especially in the industry needs for traveling, entertainment and leisure. Opportunities for business people have created a mobile application in the online travel industry, one of them is Traveloka. This study aims to analyze the effect of electronic service quality on the Traveloka mobile application with variables of information quality, application design, payment methods, and security and privacy of repurchase intentions with customer satisfaction as a mediating variable. The number of respondents analyzed was 392 respondents who lived in the Province of DKI Jakarta and had used the Traveloka application. Sampling is done by non-probability sampling method and purposive sampling technique. The research data collection was carried out through the distribution of online questionnaires with question items used were Likert scale which was then processed using the Structural Equation Model (SEM) with PLS. The results showed the quality of information, application design, payment methods, and security and privacy had positive and significant effects on customer satisfaction. The results of the IPMA analysis show that information quality and customer satisfaction were found to be the most important factors in customer decisions to make repeat purchases on the Traveloka mobile application.

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