PENGARUH E-SERVICE QUALITY TERHADAP SATISFACTION DAN BEHAVIORAL INTENTIONS PADA AGODA.COM BERDASARKAN PERSEPSI PELANGGAN
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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