The Influences Of Electronic Service Quality On E-Trust And Customer Perceived Value Building Customer Loyalty Of Jakarta Millennial In Using Online Travel Agent (Traveloka)
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Institusion
Sekolah Tinggi Manajemen Ipmi
Author
Usodo, Nabil Syaqizh
Subject
HF Commerce
Datestamp
2020-01-16 10:20:09
Abstract :
The penetration of Internet users in Indonesia is growing rapidly. Millennial generation has dominated internet users in Indonesia and as the support in increasing Indonesia digital economic as the new rising market. Online Travel Agent also become one of the major sector in increasing Indonesia digital economic. However, the competitiveness among Online Travel Agents is very tight. Traveloka as the biggest OTA in Indonesia needs to be aware due to competitive situations. Furthermore, Traveloka needs to evaluate service quality in building customer loyalty within long-term relationship. Hence, this study aims to know the influences of electronic service quality to e-trust and customer value in building customer loyalty, particularly within Jakarta millennial generations. This study adopted Partial Least Squared-Structural Equation Model (PLS-SEM) and SmartPLS 3 software to test the result of quantitative data. Sample size in this study is 100 repondents within Jakarta Millenial populations. This result study finds out e-service quality positively influences e-trust and customer perceived value, e-trust positively influences customer loyalty and customer perceived value positively influences customer loyalty. Keywords: e-service quality, customer loyalty, trust, customer perceived value, online services
The penetration of Internet users in Indonesia is growing rapidly. Millennial generation has dominated internet users in Indonesia and as the support in increasing Indonesia digital economic as the new rising market. Online Travel Agent also become one of the major sector in increasing Indonesia digital economic. However, the competitiveness among Online Travel Agents is very tight. Traveloka as the biggest OTA in Indonesia needs to be aware due to competitive situations. Furthermore, Traveloka needs to evaluate service quality in building customer loyalty within long-term relationship. Hence, this study aims to know the influences of electronic service quality to e-trust and customer value in building customer loyalty, particularly within Jakarta millennial generations. This study adopted Partial Least Squared-Structural Equation Model (PLS-SEM) and SmartPLS 3 software to test the result of quantitative data. Sample size in this study is 100 repondents within Jakarta Millenial populations. This result study finds out e-service quality positively influences e-trust and customer perceived value, e-trust positively influences customer loyalty and customer perceived value positively influences customer loyalty. Keywords: e-service quality, customer loyalty, trust, customer perceived value, online services
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