The impact of web design, security, e-service quality, and information quality to e-loyalty through customer satisfaction at tiket.com in Surabaya

Gheovany, Sherin (2020) The impact of web design, security, e-service quality, and information quality to e-loyalty through customer satisfaction at tiket.com in Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

This research is a causal study which aims to determine the impact of Web Design, Security, E-Service Quality, and Information Quality to E-Loyalty through Customer Satisfaction at Tiket.com in Surabaya. The study population is all people domicile in Surabaya and have experience in conducting transactions on Tiket.com. This research using quantitative method and the data that used is primary data. The sampling technique used is non-probability sampling by means of purposive sampling. The sample of this study was 150 respondents who were disseminated through an online questionnaire, using the google form shared through social media and the data collected were analyzed with the help of structural equation modeling (SEM) using Lisrel 8.8 application. Within the data collected, the findings of the study shows that (1) Web Design has positive and significant effect on Customer Satisfaction, (2) Security has positive and significant effect on Customer Satisfaction, (3) E-Service Quality has positive and significant effect on Customer Satisfaction, (4) Information Quality has positive and significant effect on Customer Satisfaction, (5) Customer Satisfaction has positive and significant effect on E-Loyalty. In addition, this research also discussed the indirect effect between variables and shows that Web Design, Security, E-Service Quality, and Information Quality have an impact on E-Loyalty through Customer Satisfaction.

Item Type: Thesis (Undergraduate)
Department: S1 - Manajemen
Contributors:
Contribution
Contributors
NIDN / NIDK
Email
Thesis advisor
Widyarini, Lydia Ari
NIDN0727036701
Lydiaari.w@gmail.com
Thesis advisor
Gunawan, Erick Teofilus
UNSPECIFIED
erick@ukwms.ac.id
Uncontrolled Keywords: Web Design, Security, E-Service Quality, Information Quality, E-Loyalty, Customer Satisfaction
Subjects: Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Sherin Gheovany
Date Deposited: 29 Jan 2020 06:40
Last Modified: 29 Jan 2020 06:40
URI: http://repository.wima.ac.id/id/eprint/21276

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