PENGARUH E-SERVICE QUALITY TERHADAP INTENTION TO RE-USE WEBSITE OTA DALAM PEMBELIAN TIKET PESAWAT

Wanda Dania Utami, - (2018) PENGARUH E-SERVICE QUALITY TERHADAP INTENTION TO RE-USE WEBSITE OTA DALAM PEMBELIAN TIKET PESAWAT. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Intention to re-use situs web e-commerce pada situs web booking tiket pesawat membuktikan bahwa pengguna yang terbiasa dengan pembelian layanan secara online kurang puas dan memiliki intention to re-use yang rendah untuk menggunakan kembali situs web. Penelitian ini bertujuan untuk mengetahui gambaran e-service quality terhadap intention to re-use pada mahasiswa FPIPS UPI pengguna Traveloka, Tiket.com dan Booking.com. Variabel independen dalam penelitian ini yaitu e-service quality (X) terhadap variabel dependen (Y) yaitu intention to re-use. Jenis penelitian yang digunakan adalah deskriptif dan verifikatif dengan metode yang digunakan explanatory survey dan pendekatan cross sectional method. Sampel dalam penelitian ini sebanyak 300 orang mahasiswa FPIPS UPI meliputi 129 responden pengguna Traveloka, 99 responden pengguna Tiket.com dan 72 responden pengguna Booking.com. Dengan teknik pengambilan sampel yaitu sample random sampling dan untuk memperoleh sample yang proposional, maka digunakan teknik Proportionate Stratified Random Sampling, teknik analisis yang digunakan adalah regresi berganda dan independent sample T-Test untuk mengetahui perbedaan pada setiap objek. Tanggapan mahasiswa FPIPS UPI pengguna Traveloka, Tiket.com dan Booking.com terhadap intention to re-use tinggi, dimensi personalization, reliability dan fulfillment memiliki pengaruh yang signifikan sedangkan dimensi availability dan security tidak memiliki pengaruh yang signifikan. ;---The intention to re-use the e-commerce website on the air ticket booking website proves that users who are used to purchasing online services are less satisfied and have low intention to re-use to reuse the website. This study aims to determine the picture of e-service quality on intention to reuse on students of Traveloka Users, Tiket.com Users and Booking.com Users at Faculty of Social Sciences Education University of Indonesia Bandung. Independent variable in this research is eservice quality (X) to dependent variable (Y) that is intention to re-use. The type of research used is descriptive and verifikatif with the method used explanatory survey and cross sectional method approach. Samples in this study as many as 300 FPIPS UPI students include 129 respondents Traveloka users, 99 respondents Tiket.com users and 72 respondents Booking.com users. With sampling technique that is sample random sampling and to get a proportional sample, then used technique Proportionate Stratified Random Sampling, analysis technique used is multiple regression and independent sample T-Test to know the difference in each object. Feedback of FPIPS students UPI of Traveloka, Tiket.com and Booking.com users to high intention to re-use, personalization dimension, reliability and fulfillment have a significant influence while the availability and security dimension has no significant effect.

Item Type: Tugas Akhir,Skripsi,Tesis,Disertasi (S1)
Additional Information: No. Panggil : S MPP WAN p-2018; Nama Pembingbing : I. Bagja Waluya, II. Oce Ridwanudin; NIM : 1400865.
Uncontrolled Keywords: E-Servive Quality, Intention to Re-Use, Traveloka, Tiket.com, Booking.com, E-Servive Quality, Intention to Re-Use, Traveloka, Tiket.com, Booking.com
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Pemasaran Pariwisata
Depositing User: Zahra
Date Deposited: 04 Mar 2020 06:57
Last Modified: 04 Mar 2020 06:57
URI: http://repository.upi.edu/id/eprint/47424

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