Pengaruh website image, online routine, website knowledge, innovativeness terhadap e-customer satisfaction dan e-customer loyalty konsumen traveloka di Surabaya

Hartanto, Calvin (2018) Pengaruh website image, online routine, website knowledge, innovativeness terhadap e-customer satisfaction dan e-customer loyalty konsumen traveloka di Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk menganalisis empat faktor penentu belanja online (website image, online routine, website knowledge, dan innovativeness) terhadap e-customer satisfaction dan e-customer loyalty konsumen Traveloka di Surabaya. Teknik analisis data yang digunakan adalah SEM dan menggunakan program LISREL 8.80. Teknik pengambilan sampel yang digunakan adalah nonprobability sampling, dengan cara purposive sampling. Penelitian ini mengambil 150 responden sebagai sampelnya. Hasil penelitian membuktikan: (1) Website image berpengaruh positif dan signifikan terhadap e-customer satisfaction pada konsumen Traveloka di Surabaya; (2) Online routine berpengaruh positif dan signifikan terhadap e-customer satisfaction pada konsumen Traveloka di Surabaya; (3) Website knowledge berpengaruh positif dan signifikan terhadap e-customer satisfaction pada konsumen Traveloka di Surabaya; (4) Innovativeness berpengaruh negatif dan signifikan terhadap e-customer satisfaction pada konsumen Traveloka di Surabaya; (5) E-customer satisfaction berpengaruh positif dan signifikan terhadap e-customer loyalty pada konsumen Traveloka di Surabaya.

Item Type:	Thesis (Undergraduate)
Department:	["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords:	Website image, online routine, website knowledge, innovativeness, e-customer satisfaction, e-customer royalty
Subjects:	Business > Management
Divisions:	Faculty of Business > Management Undergraduate Study Program
Depositing User:	Calvin Hartanto
Date Deposited:	02 Aug 2018 10:23
Last Modified:	02 Aug 2018 10:23
URI:	http://repository.ukwms.ac.id/id/eprint/15223

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