PENGARUH E-SERVICE QUALITY, E-TRUST, DAN E-CUSTOMER SATISFACTION TERHADAP E-CUSTOMER LOYALTY PENGGUNA TRAVELOKA DI JABODETABEK

HANA FATIMAH, . (2026) PENGARUH E-SERVICE QUALITY, E-TRUST, DAN E-CUSTOMER SATISFACTION TERHADAP E-CUSTOMER LOYALTY PENGGUNA TRAVELOKA DI JABODETABEK. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini dilakukan untuk menganalisis pengaruh E-Service Quality, E-Trust, dan E-Customer Satisfaction terhadap E-Customer Loyalty pengguna Traveloka di Jabodetabek. Penelitian ini menggunakan pendekatan kuantitatif. Teknik pengambilan sampel yang diterapkan yaitu non-probability sampling dengan metode purposive sampling, di mana data dikumpulkan melalui penyebaran kuesioner kepada 200 responden yang merupakan pengguna aktif Traveloka di wilayah Jabodetabek. Analisis data dilakukan menggunakan perangkat lunak IBM SPSS Statistics versi 24. Hasil penelitian menunjukkan bahwa secara parsial E-Service Quality, E-Trust, dan E-Customer Satisfaction masing-masing berpengaruh positif dan signifikan terhadap E-Customer Loyalty. Secara simultan, ketiga variabel tersebut juga berpengaruh positif dan signifikan terhadap E-Customer Loyalty. Temuan penelitian ini mengindikasikan bahwa E-Service Quality, E-Trust, dan E-Customer Satisfaction merupakan faktor-faktor yang berperan penting dalam meningkatkan E-Customer Loyalty pengguna Traveloka di Jabodetabek. ***** This study was conducted to analyze the influence of E-Service Quality, E-Trust, and E-Customer Satisfaction on E-Customer Loyalty among Traveloka users in Jabodetabek. This study employed a quantitative research approach. The sampling technique used was non-probability sampling with a purposive sampling method. Data were collected through questionnaires distributed to 200 respondents who were active Traveloka users residing in the Jabodetabek area. Data were analyzed using IBM SPSS Statistics version 24. The results showed that, partially, E-Service Quality, E-Trust, and E-Customer Satisfaction each had a positive and significant effect on E-Customer Loyalty. Simultaneously, these three variables also had a positive and significant effect on E-Customer Loyalty. The findings indicate that E-Service Quality, E-Trust, and E-Customer Satisfaction are important factors in enhancing E-Customer Loyalty among Traveloka users in Jabodetabek.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dita Puruwita, S.Pd., M.Si., Ph.D.; 2). Prima Andriani, S.E., M.Sc.
Subjects:	Manajemen > Manajemen , Business Manajemen > Manajemen Pemasaran Manajemen > Perilaku Konsumen
Divisions:	FE > S1 Pendidikan Bisnis
Depositing User:	Hana Fatimah .
Date Deposited:	21 Aug 2026 01:38
Last Modified:	21 Aug 2026 01:38
URI:	http://repository.unj.ac.id/id/eprint/72676

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