CD Skripsi

Pengaruh Webqual Berbasis Aplikasi Mobile Terhadap Kepuasan Pelanggan Dan Dampaknya Pada Minat Beli Ulang Traveloka Di Pekanbaru

---

The development of the internet caused many new Online Travel Agents
(OTA) to emerge. Business competition is getting tougher. Companies need to
improve the quality of their websites in order to increase customer satisfaction
and win the competition. Stuart Barnes and Richard Vidgen have developed a
method used to assess website quality (Webqual 4.0) based on end-user
perceptions. That is about usability, information quality, and service interaction
quality on the website. This research was conducted to determine the effect of
mobile app-based webqual on customer satisfaction and its impact on repurchase
intention traveloka in Pekanbaru.
The sample used in this study were 100 respondents who had bought a
plane ticket / hotel through the Traveloka application. The sampling technique
used is non-probability sampling with the snowball sampling method. Data
analysis techniques using Structural Equation Model-Partial Least Square (SEMPLS)
using SmartPLS 3.0 software.
The results showed that the usability has a positive but not significant
effect on customer satisfaction. Information quality has a positive but not
significant effect on customer satisfaction. The service interactions quality has a
positive and significant effect on customer satisfaction. Customer satisfaction has
a positive and significant effect on repurchase intention.
Keywords: OTA, Webqual 4.0, Customer Satisfaction, Repurchase Intention,
Traveloka,

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

02 02. 120 (0087)

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi dan Bisnis – Manajemen., 2020

Deskripsi Fisik

ix, 232 hlm.; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

02 02. 120 (0087)

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

MANAJEMEN

Info Detail Spesifik

-

Pernyataan Tanggungjawab

Daus

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar