PENGARUH CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY PADA PEMBELIAN TIKET ONLINE PESAWAT DI SURABAYA
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Keywords:
customer satisfcation, customer loyalty, privacy, smart pls
Abstract
Tujuan penelitian ini adalah untuk mengetahui pengaruh customer satisfaction terhadap customer loyalty melaui convenience, trust, payment methods, price fairness dan privacy pada pembelian tiket online. Data yang digunakan dalam penelitian ini bersumber dari data premier, yaitu data yang diperoleh melalui penyebaran kuisioner. Target populasi dalam penelitian ini adalah pembeli tiket pesawat online yang ada di Surabaya yang pernah membeli tiket dalam kurun enam bulan terkahir. Penelitian ini menggunakan Partial Least Squares (PLS) dengan smartPLS 3.0. Dari hasil penelitian didapatkan hasil bahwa customer satisfaction mempunyai pengaruh yang positif terhadap customer loyalty melalui privacy, artinya apabila pembeli tiket online memiliki persepsi privacy semakin positif maka akan menyebabkan customer satisfcation dan customer satisfaction mempengaruhi customer loyalty.
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References
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Altman, I. (1975). The Environment and Social Behavior: Privacy, Personal Space, Territory, and Crowding.
Anderson, J. C., & Narus, J. A. (1986). Toward a better understanding of distribution channel working relationships. Industrial marketing: A german-american perspecti
Assauri, S. (2008). Manajemen Pemasaran, edisi kedua, cetakan kedelapan. Raja Grafindo Persada, Jakarta.
Ath-Thuri, H. A. (2007). Mendidik Anak Perempuan Di Masa Kanak-Kanak. Jakarta: Amzah.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of marketing, 39(7/8), 910-925.
Ba, S., & Pavlou, P. A. (2002). Evidence of the effect of trust building technology in electronic markets: Price premiums and buyer behavior. MIS quarterly, 243-268.
Band, W. A. (1991). Creating value for customers: Designing and implementing a total corporate strategy.
Bates, S., & Cozby, P. C. (2012). Methods in Behavioral Research.
Bhattacherjee, A. (2002). Individual trust in online firms: Scale development and initial test. Journal of management information systems, 19(1), 211-241.
Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, 65(3), 34-49.
Burns, R. J., Chowdhury, M., Dodson, P. M., Gay, C. A., Gora, M. J., Hanson, M. D., ... & Kon, S. J. (2008). Method for structuring, pricing and setting a current mortgage price indicator contract.
Chapuis, J. M. (2012). Perceived fairness and trust in consumer's reactions to revenue management. International Journal of Revenue Management, 6(3-4), 145-157.
Culnan, M. J., & Bies, R. J. (2003). Consumer privacy: Balancing economic and justice considerations. Journal of social issues, 59(2), 323-342.
Efron, B. (1979). Computers and the theory of statistics: thinking the unthinkable. SIAM review, 21(4), 460-480.
Fisher, A. (2001). Winning the battle for customers. Journal of Financial Services Marketing, 6(1), 77-83.
Friedman, B., Khan Jr, P. H., & Howe, D. C. (2000). Trust online. Communications of the ACM, 43(12), 34-40.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. the Journal of Marketing, 70-87.
Ghozali, I. (2006). Structural Equation Modeling Metode Alaternatif Dengan Partial Least Square PLS, Badan Penerbit Universitas Diponegoro.
Ghozali, I., & Latan, H. (2015). Partial Least Squre Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS 3.0. BP Undip, Semarang.
Gunawan, Erick. 9 Oktober 2008. 5 karakter konsumen Online Indonesia,
Gurung, A. (2007). Empirical investigation of the relationship of privacy, security and trust with behavioral intention to transact in e-commerce.
Hair, J. F. (2010). Multivariate data analysis. Pearson College Division.
Hareth, A., Dara, A., Mohammad, A. (2015). Factors affecting airlines customers loyalty toward electronic ticketing in Jordan. Scholars Journal of Economics, Business and Management, 2(4), 340-354.
Published
2017-09-01
Section
Bidang Manajemen (M)
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