PENGARUH E-SERVICE QUALITY PADA ONLINE TRAVEL AGENT TERHADAP ELECTRONIC WORD OF MOUTH PELANGGAN PADA MASA COVID-19

Viccy Putialyunissa, - (2022) PENGARUH E-SERVICE QUALITY PADA ONLINE TRAVEL AGENT TERHADAP ELECTRONIC WORD OF MOUTH PELANGGAN PADA MASA COVID-19. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

The dissemination of information in the form of Electronic Word of Mouth (EWOM) provided by customers regarding travel experiences during the Covid-19 pandemic is an effort to maintain its existence, so EWOM is an urgency in this study. The purpose of this study was to obtain an overview and influence of E-Service Quality on Electronic Word of Mouth. The type of research used is descriptive verification by describing and describing the variables studied and then obtaining conclusions. The dependent variable in this study is EWOM and the independent variable Eservice quality. The population in this study are OTA customers in Indonesia during the Covid-19 period. Sampling in this study using simple random sampling using probability sampling techniques of 200 respondents. The analysis technique used is Structural Equation Modeling (SEM) using the IBM SPSS AMOS for Windows program tool. The findings in this study found that the description of E-service quality and EWOM was in the high category. The research that has been conducted also suggests that E-service quality has a positive and significant influence on EWOM; the ease of use dimension in E-service quality contributes the most in the formation of EWOM, while the dimension of E-service quality that contributes the least in forming EWOM is the customization dimension.

Item Type:	Thesis (S1)
Additional Information:	ID SINTA Dosen Pembimbing: Lili Adi Wibowo : 5984836 Yusuf Murtadlo Hidayat : 6127532
Uncontrolled Keywords:	Promosi dari mulut ke mulut secara elektronik, kualitas layanan elektronik
Subjects:	H Social Sciences > HF Commerce L Education > L Education (General)
Divisions:	Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Manajemen Bisnis
Depositing User:	Viccy Putialyunissa
Date Deposited:	05 Oct 2022 07:24
Last Modified:	05 Oct 2022 07:24
URI:	http://repository.upi.edu/id/eprint/83728

Available Versions of this Item

• PENGARUH E-SERVICE QUALITY PADA ONLINE TRAVEL AGENT TERHADAP ELECTRONIC WORD OF MOUTH PELANGGAN PADA MASA COVID-19. (deposited 04 Oct 2022 03:17)
  • PENGARUH E-SERVICE QUALITY PADA ONLINE TRAVEL AGENT TERHADAP ELECTRONIC WORD OF MOUTH PELANGGAN PADA MASA COVID-19. (deposited 05 Oct 2022 07:24) [Currently Displayed]

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