Pengaruh kualitas website hotel budget terhadap kepercayaan pelanggan dan niat pemesanan kamar hotel secara online

Ramadhani, Arista Hapsari (2018) Pengaruh kualitas website hotel budget terhadap kepercayaan pelanggan dan niat pemesanan kamar hotel secara online. Masters thesis, Universitas Pelita Harapan.

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Abstract

The purpose of this study is how the quality of economy hotel’s website effected the desire to trust and do the online booking. The intention of booking the hotel room through website is researched by several dimensions. This study is conducted in DKI Jakarta, Indonesia with 151 respondents. The collected data will be processed by PLS- SEM. The result of this study show that the quality of the website have a positive effect on customers confidence and desire to make hotel budget reservations online through the websites. This researched can be utilized by several economy hotel’s owners to improve the quality of their websites in terms of contents and security in transactions in order to increase the hotel room reservations. / Tujuan penelitian ini adalah untuk mempelajari bagaimana kualitas dari website hotel budget berpengaruh terhadap eTrust dan niat pemesanan kamar hotel budget secara online. Niat pemesanan kamar hotel melalui website diteliti dengan beberapa dimensi yaitu usability, ease of use, entertainment, complimentarity, dan yang terpenting ialah eTrust. Model penelitian digunakan untuk menganalisis berbagai variabel terkait mengenai pemesanan kamar hotel budget secara online melalui website nya langsung. Penelitian ini dilakukan di daerah DKI Jakarta dengan 151 responden. Data yang terkumpul diolah dan dianalisis menggunakan PLS-SEM. Hasil penelitian ini menunjukan bahwa kualitas website berpengaruh positif terhadap kepercayaan konsumen dan keinginan untuk melakukan pemesanan kamar hotel budget secara online melalui website. Penelitian ini dapat dimanfaatkan oleh pelaku dalam bisnis hotel dalam meningkatkan kualitas website hotelnya dari segi konten maupun keamanan dalam bertransaksi guna meningkatkan pemesanan kamar hotel.

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