EKA KURNIA SARI, KURNIA SARI (2019) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN TRAVELOKA DALAM PEMBELIAN TIKET PESAWAT (Studi Kasus Pada Konsumen Traveloka di Kota Semarang. SKRIPSI.
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Abstract
At present the development of science, especially in the field of technology and information is growing rapidly. The existence of technology that is growing rapidly will be able to help facilitate the community in carrying out daily activities. In the world of trade, the use of information technology is better known as e-commerce. E-commerce is the purchase, sale and marketing of goods and services through electronic network systems such as television, radio and the internet. One e-commerce based company, namely traveloka. One of the features offered by traveloka is flight ticket reservations. This study aims to determine the effect of customer experience, service quality and ticket prices partially and simultaneously on satisfaction of traveloka customers in the city of Semarang. The population in this study were users of traveloka services in the city of Semarang with a sample of 100 respondents. The sampling technique used is nonpropability sampling with a type of sampling that is sampling quota. The analytical method used is descriptive analysis and quantitative analysis, the data were analyzed using a linear regression analysis with the help of (Software) Statistical Package For Social Science (SSPS). The results of this study indicate that the customer experience, service quality, and ticket price variables partially and simultaneously affect traveloka consumer satisfaction in the city of Semarang. The results of multiple linear regression analysis obtained the equation Y = 0.491+ 0,330X1 + 0,414X2 + 0,196X3 + + µ. From the regression equation, it can be seen that the most dominant variable influencing consumer satisfaction is the variable quality of service with a regression coefficient of 0.414. With the R2 (R Square) test obtained results of 0.564 or 56.4% which means that traveloka consumer satisfaction in the city of Semarang is influenced by customer experience varables, service quality, and ticket prices, which is equal to 56.4% and other factors that affect customer satisfaction Traveloka in the city of Semarang is 43.6%. Keywords: e-commerce, traveloka, customer experience, service quality, ticket prices and consumer satisfaction.
| Item Type: | Article |
|---|---|
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 18 Nov 2019 09:11 |
| Last Modified: | 18 Nov 2019 09:11 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/122 |
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