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Pengaruh E-Service Quality Dan Harga Terhadap Kepuasan Dan Loyalitas Pelanggan Traveloka Di Pekanbaru

Marketing activities of online services are often seen on the achievement of strategies for achieving customer loyalty through customer satisfaction. By taking heed of e-service quality and price, it constitute an appropriate marketing strategies to foster a sense of satisfaction to the users of online services. Providing service and good benefits with a relatively cheap price to meet the expectations and needs of the customers, it will affect the level of satisfaction felt by users of online services. Consumer satisfaction is always maintained by online service providers will create loyal customers.
The purpose of this study to test how much influence the e-service quality and prices directly to customer satisfaction and loyalty, as well as a moderator examine the relationship satisfaction to customer loyalty. This research was conducted in the city of Pekanbaru to 200 respondents in a sample of service users search for flight tickets online Traveloka September to October, 2016.
Data collection techniques used is a questionnaire with Likert scale using non-probability sampling method. Data were analyzed using SEM analysis techniques used for hypothesis testing instrument using AMOS 21 program.
The results of this study indicate that the dimensions of e-service quality overall positive and significant impact on customer satisfaction and loyalty. Price is another factor that is very positive and significant impact directly on the satisfaction of customer loyalty as well. Consumer satisfaction can be a moderator variable between e-service quality and price to customer loyalty.


Keywords: E-Service Quality, Prices, Customer Satisfaction, Customer Loyalty

Ketersediaan
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Perpustakaan Universitas Riau 10 03. 217 (0010)
10 03. 217 (0010)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03. 217 (0010)
Penerbit
Pekanbaru : Universitas Riau – Pascasarjana – Magister Manajemen.,
Deskripsi Fisik
XII, 135 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03. 217 (0010)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
PASCASARJANA (MAGISTER) MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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