PENGARUH E-SERVICE QUALITY TERHADAP SATISFACTION DAN BEHAVIORAL INTENTIONS PADA AGODA.COM BERDASARKAN PERSEPSI PELANGGAN
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Keywords:
E-service quality, Service Quality, Satisfaction, Behavioral Intentions, AGODA.COM
Abstract
Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh E-service quality terhadap Satisfaction dan Behavioral Intentions pada AGODA.COM berdasarkan persepsi pelanggan di Surabaya. E-Service Quality dapat diukur melalui Process Quality, Outcome Quality, Recovery. Penelitian ini menggunakan jenis penelitian kausal, dan sumber data yang digunakan adalah data .primer melalui penyebaran kuesioner. Metode pengolahan data yang digunakan adalah mean, deviasi standar, r hitung, structural equation model (SEM), yang dilakukan dengan bantuan SPSS 16 for Windows dan program software AMOS 16. Hasil penelitian ini menunjukkan bahwa kualitas AGODA.COM dinilai baik oleh responden. Dengan demikian hasil penelitian dapat mendukung peneliti dalam mengetahui bagaimana hubungan antara E-service quality terhadap Satisfaction dan Behavioral Intentions.
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Cooper, Chris, Stephen Wanhill, John Fletcher, David Gilbert, and Alan Fyal, “ Tourism : Principles and Practise “, 3rd edition, McGraw-Hill, Englewood, 2004.
Engel, James F. Ronger D. Blakwell, and Paul W. Miniard, 1995, Consumer Behaviour, International Edition, Fort Wort: Dreyden Press.
Ferdinand, A., 2002, Structural Equation Modeling Dalam Penelitian Manajemen: Aplikasi Model-Model Rumit Dalam Penelitian Untuk Tesis Magister dan Disertasi Doktor, Fakultas Ekonomi UNDIP, Semarang
Hadi, Ido Prijana, 2007, Khalayak Maya Dalam Media Online, Studi Reception Analysis tentang interaktivitas pada Teks Suara Surabaya.net, Jurnal Ilmiah SCRIPTURA ISSN 1978-382X Vol. I No.2 Juli 2007. Tanggal akses 18 Maret 2014
Indrajit, R.E , 2002, Konsep & Aplikasi e-Business, Yogyakarta :ANDI
Kotler, Philip. Marketing Management, 11th Edition. Prentice Hall Int’l, New Jersey, 2003, p.138
Parasuraman, A., Valerie A. Zeithaml, and Arvind Malhotra. (2005), “E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Servie Quality,” Journal of Service Research.
Rahardjo, Budi, 1999, Mengimplementasikan Electronic Commerce di Indonesia, Jakarta : Gramedia Pustaka Utama
Semuel. Hatane, “Dampak Respon Emosi Terhadap Kecenderungan Perilaku Pembelian Impulsif Konsumen Online dengan Sumberdaya yang Dikeluarkan dan Orientasi Belanja Sebagai Variabel Mediasi”, JURNAL MANAJEMEN DAN KEWIRAUSAHAAN, VOL.8, NO. 2, SEPTEMBER 2008 101-115
Sitorus, B, 2003, Penerapan Bisnis Online, Yogyakarta, BPFE
Sularto, Lana, 2008, Karakteristik Produk yang Sesuai Dipasarkan M1 Internet di Indonesia, Proceeding, Seminar Ilmiah Nasional Komputer dan Sistem Intelijen (KOMMIT 2008)
Urban, JG, “Don’t Just Relate – Advocate!: A Blueprint fot Profit in the Era Of Customer Power”, April 2005 : Wharton School Publishing
Wijanto, S.H>, 2008, Structural Equation Modeling dengan LISREL 8.8, Kesehatan. Surabaya : Airlangga University
Zeithaml, Valerie A., Bitner M.J., Grembler Dwayne D., 2009, Services Marketing: Integrating Customer Focus Across The Firm, Fifth Edition, McGraw Hill International.
Published
2014-09-01
Section
Bidang Manajemen (M)
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