PENGARUH E-SERVICE QUALITY DAN TRUST TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PELANGGAN TRAVELOKA
Daftar Isi:
- Muhamad Arnaldo, 2019; The Effect of E-Service Quality and Trust Toward Repurchase Intention with Customer Satisfaction As An Intervening of Traveloka Consumer. Thesis, Jakarta: Bachelor Management Study Program, Faculty of Economics, Jakarta State University, Advisory Team: Dr. Mohamad Rizan, SE, MM & Andrian Haro, S.Si, MM. The purpose of this study are: 1) To find out e-service quality has a significant effect on customer satisfaction, 2) To find out the trust has a significant effect on customer satisfaction, 3) To find out customer satisfaction has a significant effect on repurchase intention, 4) To know e -service quality has a significant effect on repurchase intention, 5) To find out e-service quality has a significant effect on repurchase intention, 6) To know e-service quality has a significant effect on repurchase intention through customer satisfaction as intervening, 7) To know trust significantly influence repurchase intention through customer satisfaction as intervening with Traveloka customers. Methods of collecting data using survey methods with instruments in the form of questionnaires. The object of this research is 200 respondents who have transacted at Traveloka. Data analysis using SPSS version 23 and SEM (Structural Equation Model) from LISREL software version 8.8 to process and analyze research data. The results of the hypothesis test indicate that all hypotheses are accepted. Keywords: e-service quality, trust, customer satisfaction, repurchase intention, customer