Rachman, Azizi Abdul (2021) PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP ELOYALITY MELALUI E-SATISFACTION (Studi Kasus : Pelanggan Traveloka di Surabaya). Undergraduate thesis, UPN "VETERAN' JAWA TIMUR.
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Abstract
Penelitian ini ditujukan guna mengetahui pengaruh E-Service Quality dan E- Trust terhadap E-Loyality melalui Variabel Penghubung E-Satisfaction dengan menggunakan populasi pengguna Traveloka yang ada di Surabaya. Sampel dipilih dengan memakai teknik purposive sampling yang memperoleh 110 responden. Penelitian ini menggunakan Partial Least Square (PLS) sebagai teknik analisis data. Penelitian ini menghasilkan bahwa E-Service Quality memiliki pengaruh positif dan signifikan terhadap E-Satisfaction, E-Trust memiliki pengaruh positif dan signifikan terhadap ESatisfaction, E-Satisfaction memiliki pengaruh positif dan signifikan terhadap E-Loyality. Kata kunci : E-Service Quality, E-Trust, E-Loyality, E-Satisfaction
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HG Finance > HG4001-4285 Finance management. Business finance. Corporation finance | ||||||||
| Divisions: | Faculty of Economic > Departement of Management | ||||||||
| Depositing User: | Lisa Nadya Irawan | ||||||||
| Date Deposited: | 30 Dec 2021 02:33 | ||||||||
| Last Modified: | 30 Dec 2021 02:33 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/3799 |
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