EVALUASI KEBERHASILAN SISTEM INFORMASI PADA APLIKASI TRAVELOKA MENGGUNAKAN MODEL DELONE & MCLEAN

Amalia, Ardianti (2026) EVALUASI KEBERHASILAN SISTEM INFORMASI PADA APLIKASI TRAVELOKA MENGGUNAKAN MODEL DELONE & MCLEAN. Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

Traveloka is a widely used Online Travel Agent (OTA) platform for booking transportation, accommodation, and online travel services. Nevertheless, users still report various complaints regarding refund processes, rescheduling, and customer service response times, which can negatively affect their perception of information system success. Therefore, this study aims to evaluate the success of the information system on the Traveloka application using a modified DeLone & McLean model with the addition of a Trust variable. This study employs a quantitative approach using Partial Least Square Structural Equation Modeling (PLS-SEM). Research data was collected by distributing questionnaires to 289 Traveloka users in Surabaya who met the criteria, then analyzed using SmartPLS software. The results show that the research model satisfies validity and reliability requirements, demonstrating moderate predictive power. Hypothesis testing reveals that 16 out of 17 proposed hypotheses were accepted, while 1 hypothesis was rejected: the relationship between Trust and User Satisfaction. Overall, the findings indicate that Information Quality, System Quality, Service Quality, Use, User Satisfaction, and Trust contribute to explaining information system success in the Traveloka application as reflected through Net Benefits, despite the insignificant relationship between Trust and User Satisfaction. Consequently, the success of Traveloka's information system depends on information quality, system quality, service quality, usage levels, user satisfaction, and user trust in generating benefits from system usage.

Item Type:

Thesis (Undergraduate)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
Thesis advisor	Diyasa, I Gede Susrama Mas	NIDN0019067008	igsusrama.if@upnjatim.ac.id
Thesis advisor	Suryanto, Tri Lathif Mardi	NIDN0025028902	trilathif.si@upnjatim.ac.id

Subjects:

T Technology > T Technology (General) > T58.6-58.62 Management Information Systems

Divisions:

Faculty of Computer Science > Departemen of Information Systems

Depositing User:

Ardianti Amalia

Date Deposited:

27 Jul 2026 02:35

Last Modified:

27 Jul 2026 02:44

URI:

https://repository.upnjatim.ac.id/id/eprint/58114